In this powerful episode, Susan Guthrie is joined by Michael Holmes, Chief Product Officer at FourthParty, for a conversation every mediator and ADR professional needs to hear. Michael, a legal mind with an entrepreneurial edge, has worked with hundreds of mediators to build thriving practices, and he’s here to share the client-first strategy that top-performing professionals never overlook.
While many mediators focus on honing their skills in the room, Michael makes a compelling case that what really sets the best apart is their commitment to the entire client experience, from first click to final invoice. With industry growth projected at 7.3% annually (the highest of any profession, according to the U.S. Bureau of Labor Statistics), it’s more important than ever to stand out with smart systems, seamless communication, and true operational elegance.
Plus, Michael shares a free downloadable resource: the Client Experience Scorecard, a self-audit tool to help you identify gaps in your intake, communication, and billing workflows.
Here’s what else you’ll hear in this episode:
- Why “side hustle” mediators struggle to gain traction
- How top pros treat their practice like a business from day one
- The traps ADR professionals fall into when overthinking or underinvesting in marketing
- What “smart visibility” really looks like in the golden age of convenience
- The Four Cs of client experience: convenience, consistency, competency, and care
More About This Week's Special Guest, Michael Holmes: Michael Holmes is a creative strategist with a strong legal background, entrepreneurial spirit, and a knack for technological innovation. He is the Chief Product Officer at FourthParty, an ADR tech and practice development company, where he helps mediators launch, manage and grow their businesses through smarter, client-centric systems and methods.
Website: http://fourthparty.app. Be sure to grab your copy of the Client Experience Scorecard at FourthParty.app. Email: michael(at)fourthparty.app
Social Media:
https://www.linkedin.com/in/michael-holmes-5b940391/
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Meet Our Creator and Host: Susan Guthrie
Susan Guthrie, nationally recognized as one of the Top Family Law Attorneys and Mediators in the United States, has transitioned from a successful legal and mediation practice to become one of the foremost trainers and consultants for professionals in the field. As Chair-Elect of the American Bar Association’s Section of Dispute Resolution, Susan is dedicated to advancing the practice and profession of dispute resolution worldwide. Through her Top 1% in the World podcast, The Divorce & Beyond Podcast with Susan Guthrie," she continues to share her expertise, reaching millions of listeners globally.
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