Interview with Lexitas
Leda L. Gipson & Mert Seaton
September 12, 2023
Alternative Dispute Resolution
Interview with Lexitas: Leda Gipson & Mert Seaton
Our Account Executives do an incredible amount of work at Lexitas. They keep things going in important ways, but a lot of that effort takes place behind the scenes. We all benefit from their work, but we do not always get to see how it happens. So, I thought I would ask a couple of our awesome AEs some questions and get to know them a little better. I hope this helps you get to know them a little better, too.
Debbie Weaver:
Hi there! Thanks so much for taking the time to answer some questions and share a little bit about yourself. Let us start with the basics: Can you tell me a little bit about your professional background? Did you originally plan to do the kind of work you are doing now? What is the educational and/or professional path that led you to join Lexitas.
Leda L. Gipson:
As an 8-year-old girl visiting the local fire station with her school class, I proclaimed at the conclusion I would become a firefighter. Then fast forward to high school and college, my dream plan became a career in broadcasting. I began my professional career in Broadcasting as a radio programing and news announcer then becoming a broadcast engineer in TV. While obtaining the next level for FCC engineer certification, the new focus was on the demand for networks to obtain captioning for the hearing impaired for all TV programing by a deadline date set by the FCC. To meet this demand, the broadcast networks were partnering up with captioning companies who in turn were recruiting the most experienced court reporters in the industry.
The national court reporting schools were also increasing the development of their captioning certification programs to meet the demand. Thus, my interest in how reporters captured the speakers verbatim pushed me to attend court reporting school to learn more about the shorthand language technology. Over time, I switched my career to the court reporting industry and the rest is history. Today, 16 years later, I am here mainly because of the people I work with that have inspired and molded me into my AE career.
Mert Seaton:
I graduated from Missouri State University with a degree in Print Journalism, with an emphasis in Sports Reporting and a minor in Public Relations. After graduating, I worked at a small weekly paper called the Community Free Press. I started as a sports reporter and was the managing editor when I left. I never planned my current profession, but I needed to find something that would help me support my family more than working in journalism did. A long-time family friend, Tammy Miller, was the office manager for the Springfield office of what was Midwest Litigation, and I have been here ever since.
Debbie:
What do you love about your job? What are some of the things you get the most satisfaction from at work?
Leda:
It may sound strange, but what challenges me the most professionally and personally is what I love the most: Each day is a bit different. The legal industry is constantly evolving with the technology and environmental changes in our world. The most satisfying aspect of my job is learning – not just about the industry products and solutions, but also learning and getting to know people from different backgrounds and leaders in the industry that challenge me every day.
Mert:
What I love most about my job is honestly helping our clients. There is nothing more satisfying then when a client calls or emails just to say, “Thank you for helping me” – or even better, “You really saved my butt on that, thanks so much.” I try to have regular meetings with clients to see how we have been doing. It is a great feeling to leave those meetings and realize that everything said was positive. It makes me feel like what we are doing for our clients matters and helps.
Debbie:
What tools or skills do you find yourself using most to be successful at your job?
Leda:
Communication. Listening. I like to think of effective communication as a tool and the ability to exchange information with clarity, empathy, and understanding as a skill. I learn and grow in my knowledge and experience in this industry every year, but I also must keep that in its proper prospective, knowing that this tool and skill only gets better the more I listen. It is the vital component to communication. Everyone knows I love to talk, and most would consider me an extravert. But what has contributed most to my success is both communication and listening.
Mert:
The two skills I find most useful are active listening and knowing the correct questions to ask. When I actively listen to clients (or potential clients), I can easily find out what their needs are. Once I know those needs, I can ask the correct questions to see if there are services that will fit those needs.
Debbie:
How do you go about building strong business relationships?
Leda:
Being authentic. Each client relationship seems similar on the surface, but if you look closer and dig deeper, you find there are differences – sometimes even unique differences. Recognizing and acknowledging those differences builds strong relationships. I do not change my personality to match the client’s. Instead, I communicate and listen in a way that is valued. This approach is never fake and comes without general promises of perfection.
Mert:
I believe that building a strong business relationship involves truly caring for and understanding our clients. It is important to care about what our clients need and the services we provide to them, but it is also important to care about the client as an individual. You can build a strong business relationship by asking clients about themselves and their lives. Have they changed positions or firms? Have they reached a milestone in their career? Knowing and caring about these things will build a great relationship.
It is also important to understand the client and their personality. You can build or destroy a business relationship if you do not understand the person to whom you are speaking. If they are a personality type who wants to just get straight to the point, then asking personal questions or chit-chatting will not further the relationship. But if they are a personality type who really likes to share, then getting straight the point and not asking about them personally can also destroy a business relationship.
Debbie:
What are some of the things you look to accomplish in client meetings?
Leda:
Identifying what matters most to the specific client I am meeting with each time is my primary focus to accomplish in client meetings. Then I work on determining the specific solutions, with their input, that will lead to developing a strong business relationship.
Mert:
I look for two main things to accomplish during a client meeting. First, I look to find an area they need assistance in that we can help with. Many clients have needs that we are not aware of, and most times they are not aware that we have services to address those needs. When I go into a meeting, I go into it with the mindset of discovering those needs and making sure the client is aware we can help.
Second, I never want to leave a meeting without myself and client having a clear understanding of what is expected next. Knowing a clear next step after that meeting is key to making sure the meeting is successful. I also try to make sure that the next step is something I need to do. That way, I am not waiting to “hear back” from someone. It is easier to control the follow-up conversations and narrative if the ball is in my court.
Debbie:
What are some of the most challenging parts of your job? What are some of the things that take a little more time and patience?
Leda:
A disappointed and upset client is challenging. I cannot focus immediately on the fear of losing a client(s) or take their initial communication personal. I am fortunate that it does not happen often, but when it does, it is a challenge. Over the years, I have gotten better at handling this challenge. The review, research, and taking responsibility for an error or disappointing experience are the first steps. Identifying solutions, working with our team to develop new or additional protocols, and quality review processes to ensure future deliverables and better outcomes of experiences takes time and patience.
Mert:
The most challenging part of my job is keeping things organized and knowing which clients need special touches and which ones do not. With a large client base stretched over many different service lines, I could not give clients the attention they deserve if I did not keep things very organized. The main thing that takes more time and patience is working with corporations and large law firms. When having conversations with these types of entities, I must constantly remind myself that the process is going to take much longer than usual. These types of clients typically have multiple decision makers who all have a say in using our services. This process can be very drawn-out and can include multiple meetings, sometimes discussing the same topics repeatedly.
Debbie:
Finally, what is your favorite part of approaching work each day? What gets you up in the morning and keeps you engaged?
Leda:
I wish every day could be different and exciting, but the reality is that it is not. Some days are just filled with organizational tasks and deadlines. And that is okay, because without those I would not have the opportunities to be creative and find new ways to engage with prospects and clients (which can turn an ordinary day into an exciting one). There are social aspects of this career that keep you engaged, too. Often an industry networking, social, or marketing event can put you directly involved with your community at large. And at times, these events lead to that one-on-one connection with a person that is interesting and often inspiring. Carpe diem!
Mert:
I like to approach each workday by reminding myself that what we do really matters. No matter the service line within Lexitas, it typically plays a major role in the litigation process. The work we do and the decisions we make can impact people’s lives in a major way. I get up remembering that what I do (or do not do) today for a client can have a major impact on their client and could change the path in their life – not just today, but for the foreseeable future.
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| Leda L. Gipson Account Executive 16 Years Kansas City, MO |
Mert Seaton 14 Years Springfield and Columbia, MO |
Debbie Weaver:
Hi there! Thanks so much for taking the time to answer some questions and share a little bit about yourself. Let us start with the basics: Can you tell me a little bit about your professional background? Did you originally plan to do the kind of work you are doing now? What is the educational and/or professional path that led you to join Lexitas.
Leda L. Gipson:
As an 8-year-old girl visiting the local fire station with her school class, I proclaimed at the conclusion I would become a firefighter. Then fast forward to high school and college, my dream plan became a career in broadcasting. I began my professional career in Broadcasting as a radio programing and news announcer then becoming a broadcast engineer in TV. While obtaining the next level for FCC engineer certification, the new focus was on the demand for networks to obtain captioning for the hearing impaired for all TV programing by a deadline date set by the FCC. To meet this demand, the broadcast networks were partnering up with captioning companies who in turn were recruiting the most experienced court reporters in the industry.
The national court reporting schools were also increasing the development of their captioning certification programs to meet the demand. Thus, my interest in how reporters captured the speakers verbatim pushed me to attend court reporting school to learn more about the shorthand language technology. Over time, I switched my career to the court reporting industry and the rest is history. Today, 16 years later, I am here mainly because of the people I work with that have inspired and molded me into my AE career.
Mert Seaton:
I graduated from Missouri State University with a degree in Print Journalism, with an emphasis in Sports Reporting and a minor in Public Relations. After graduating, I worked at a small weekly paper called the Community Free Press. I started as a sports reporter and was the managing editor when I left. I never planned my current profession, but I needed to find something that would help me support my family more than working in journalism did. A long-time family friend, Tammy Miller, was the office manager for the Springfield office of what was Midwest Litigation, and I have been here ever since.
Debbie:
What do you love about your job? What are some of the things you get the most satisfaction from at work?
Leda:
It may sound strange, but what challenges me the most professionally and personally is what I love the most: Each day is a bit different. The legal industry is constantly evolving with the technology and environmental changes in our world. The most satisfying aspect of my job is learning – not just about the industry products and solutions, but also learning and getting to know people from different backgrounds and leaders in the industry that challenge me every day.
Mert:
What I love most about my job is honestly helping our clients. There is nothing more satisfying then when a client calls or emails just to say, “Thank you for helping me” – or even better, “You really saved my butt on that, thanks so much.” I try to have regular meetings with clients to see how we have been doing. It is a great feeling to leave those meetings and realize that everything said was positive. It makes me feel like what we are doing for our clients matters and helps.
Debbie:
What tools or skills do you find yourself using most to be successful at your job?
Leda:
Communication. Listening. I like to think of effective communication as a tool and the ability to exchange information with clarity, empathy, and understanding as a skill. I learn and grow in my knowledge and experience in this industry every year, but I also must keep that in its proper prospective, knowing that this tool and skill only gets better the more I listen. It is the vital component to communication. Everyone knows I love to talk, and most would consider me an extravert. But what has contributed most to my success is both communication and listening.
Mert:
The two skills I find most useful are active listening and knowing the correct questions to ask. When I actively listen to clients (or potential clients), I can easily find out what their needs are. Once I know those needs, I can ask the correct questions to see if there are services that will fit those needs.
Debbie:
How do you go about building strong business relationships?
Leda:
Being authentic. Each client relationship seems similar on the surface, but if you look closer and dig deeper, you find there are differences – sometimes even unique differences. Recognizing and acknowledging those differences builds strong relationships. I do not change my personality to match the client’s. Instead, I communicate and listen in a way that is valued. This approach is never fake and comes without general promises of perfection.
Mert:
I believe that building a strong business relationship involves truly caring for and understanding our clients. It is important to care about what our clients need and the services we provide to them, but it is also important to care about the client as an individual. You can build a strong business relationship by asking clients about themselves and their lives. Have they changed positions or firms? Have they reached a milestone in their career? Knowing and caring about these things will build a great relationship.
It is also important to understand the client and their personality. You can build or destroy a business relationship if you do not understand the person to whom you are speaking. If they are a personality type who wants to just get straight to the point, then asking personal questions or chit-chatting will not further the relationship. But if they are a personality type who really likes to share, then getting straight the point and not asking about them personally can also destroy a business relationship.
Debbie:
What are some of the things you look to accomplish in client meetings?
Leda:
Identifying what matters most to the specific client I am meeting with each time is my primary focus to accomplish in client meetings. Then I work on determining the specific solutions, with their input, that will lead to developing a strong business relationship.
Mert:
I look for two main things to accomplish during a client meeting. First, I look to find an area they need assistance in that we can help with. Many clients have needs that we are not aware of, and most times they are not aware that we have services to address those needs. When I go into a meeting, I go into it with the mindset of discovering those needs and making sure the client is aware we can help.
Second, I never want to leave a meeting without myself and client having a clear understanding of what is expected next. Knowing a clear next step after that meeting is key to making sure the meeting is successful. I also try to make sure that the next step is something I need to do. That way, I am not waiting to “hear back” from someone. It is easier to control the follow-up conversations and narrative if the ball is in my court.
Debbie:
What are some of the most challenging parts of your job? What are some of the things that take a little more time and patience?
Leda:
A disappointed and upset client is challenging. I cannot focus immediately on the fear of losing a client(s) or take their initial communication personal. I am fortunate that it does not happen often, but when it does, it is a challenge. Over the years, I have gotten better at handling this challenge. The review, research, and taking responsibility for an error or disappointing experience are the first steps. Identifying solutions, working with our team to develop new or additional protocols, and quality review processes to ensure future deliverables and better outcomes of experiences takes time and patience.
Mert:
The most challenging part of my job is keeping things organized and knowing which clients need special touches and which ones do not. With a large client base stretched over many different service lines, I could not give clients the attention they deserve if I did not keep things very organized. The main thing that takes more time and patience is working with corporations and large law firms. When having conversations with these types of entities, I must constantly remind myself that the process is going to take much longer than usual. These types of clients typically have multiple decision makers who all have a say in using our services. This process can be very drawn-out and can include multiple meetings, sometimes discussing the same topics repeatedly.
Debbie:
Finally, what is your favorite part of approaching work each day? What gets you up in the morning and keeps you engaged?
Leda:
I wish every day could be different and exciting, but the reality is that it is not. Some days are just filled with organizational tasks and deadlines. And that is okay, because without those I would not have the opportunities to be creative and find new ways to engage with prospects and clients (which can turn an ordinary day into an exciting one). There are social aspects of this career that keep you engaged, too. Often an industry networking, social, or marketing event can put you directly involved with your community at large. And at times, these events lead to that one-on-one connection with a person that is interesting and often inspiring. Carpe diem!
Mert:
I like to approach each workday by reminding myself that what we do really matters. No matter the service line within Lexitas, it typically plays a major role in the litigation process. The work we do and the decisions we make can impact people’s lives in a major way. I get up remembering that what I do (or do not do) today for a client can have a major impact on their client and could change the path in their life – not just today, but for the foreseeable future.
