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In our last episode, we explored how to adopt a client-centered mindset at your firm. In this episode, we’ll build on that discussion to understand how to truly put yourself in your clients’ shoes. By doing so, you’ll be able to provide better service, and to align your firm’s interests with those of your clients.

Specific topics highlighted in this episode include:

• The importance of understanding who your clients are
• Techniques you can use to gain insight into your clients’ wants and needs
• The value of the client journey mapping technique
• Which technologies and practices make things easier for clients
• How to increase Access to Justice by serving “the latent legal market”

This episode features three practicing attorneys who excel at providing modern client service. To hear what they have to say, listen now!

Our Guests:

Inti Martínez-Alemán

Inti Martínez-Alemán, a third-generation lawyer from Honduras, is the winner of the 2020 Reisman Award for Excellence in Client Service. Inti is bilingual and has been practicing law since 2008. Inti practices business, civil, and employment litigation. His bilingual office, Ceiba Fôrte Law Firm, serves Hispanics in the state of Minnesota, and in New York State. Ceiba Fôrte’s fees adapt to the needs of every client—especially for hardworking Hispanics, foreigners, expats, transplants, and other immigrants. Foreign clients and companies prefer Ceiba Fôrte because the firm offers alternative fee arrangements like flat fees, contingency, and hybrids. You can follow Inti on Twitter at @LegalMines

Rachel Roche

Rachel Roche LL.M. TEP, Founder and Solicitor Director of Roche Legal in York, England, is an experienced, fully-qualified private client solicitor. In 2018, Rachel was honored as the Law Society of England & Wales’ Sole Practitioner of the Year. Roche Legal focuses on Wills & Probate, Powers of Attorney, and Court of Protection work in the UK. In addition to her role at the firm, Rachel is also a Commissioner for Oaths, a full member of the Society of Trust & Estate Practitioners (STEP), and a Full Accredited Member for Solicitors for the Elderly (SFE). Rachel is also the winner of the 2020 Reisman Award for Legal Innovation. You can follow Rachel on Twitter at @Roche_Legal

Tiffany Graves

Tiffany M. Graves serves as Pro Bono Counsel at Bradley, a 500-attorney law firm with offices across the southern United States. In her role, Tiffany oversees the development and administration of the firm’s pro bono programs. Prior to joining Bradley, Tiffany was the executive director of the Mississippi Access to Justice Commission, where she led a 21-member commission created by the Mississippi Supreme Court and promoted its initiatives to improve and expand access to civil justice to the nearly 700,000 Mississippians living in poverty. In addition, Tiffany previously served as interim director and adjunct professor for the Pro Bono Initiative at the University of Mississippi School of Law, and as executive director and general counsel for the Mississippi Volunteer Lawyers Project. You can follow Tiffany on Twitter at @tiffmgraves