Creating a Client Experience with Lem Garcia

Podcast: Play in new window | Download (Duration: 21:53 — 20.0MB)

In this episode, Alay and Lem discuss:

Building trust with your client.
Growing from 1 to 20 attorneys in 10 years.
Having the right processes in place.
Starting client relationships with empathy.

Key Takeaways:

Manuals and guidelines help the entire team function better and more cohesively.
Hire for attitude. Many roles are easy to train, but you can’t train attitude.
Create an environment where your clients feel comfortable calling and know they’ll be heard.
A great customer experience starts with empathy and active listening.

Tweetable Moments:

“Once a client knows that you and your firm care about…them, everything…changes. You now have earned the right to take the next step.” — Alay Yajnik
“We’re really fine-tuning everything so that we can get every person on the team on board with exactly what we’re doing, and seeing the vision, seeing what the mission is, and making sure that we have everything in place.” — Lem Garcia
“I’m still always available, but I’m able to work less because there’s a team in place to take care of what I used to,” — Lem Garcia
“From day one, I’ve made it a point to always put ourselves in the client’s shoes and to see what they’re experiencing from top to bottom, from beginning to end.” — Lem Garcia

Thank you to our Sponsor: Counsel CPAs: https://www.counselcpas.com/

About Lem Garcia:

Lem Garcia Law, based in West Covina, California, is a leading personal injury law firm proudly serving California. Since its founding in 2014 by Lem Garcia, the firm has been built on the belief that the legal field needs more approachability, care, and transparency.

The firm started as a one-person operation in a modest 500-square-foot office furnished with Craigslist finds. With no experience in digital advertising, Lem spent countless hours building the website and establishing an online presence from scratch, fueled by a passion for making excellent legal representation accessible to everyone.

We want every client and potential client to feel heard, valued, and supported. We are proud to be a trusted resource the public can turn to for legal help, knowing they’ll be met with a warm welcome and honest guidance.

While we have secured millions in settlements, including $8 million, $3 million, and $2.75 million, our priority is always doing what’s best for our clients and the public. If we can’t take your case, we’ll provide the best advice and information we can and help connect you with someone who can. Our mission is to ensure that everyone who reaches out to us feels confident they’ve found a place that truly cares and delivers exceptional results.