Law Society Gazette - 20 August 2009
3rd September 2009 by: Gerry Wigfield
It's always good to receive a ringing endorsement of your own profession's perception in the market place and a recent headline article in the Law Society Gazette (20th August) was a welcome read.
Apparently, research conducted at the request of the Solicitors Regulation Authority has revealed that 93% of conveyancing clients claim to be "happy with their solicitors performance."
More colourfully, the article goes on to describe satisfaction levels as "stratospheric" and in these difficult times it is indeed tempting to get a bit heady with the hyperbole!
However, most credible and successful property departments strive to achieve these levels of satisfaction constantly.
Like it or not, the consumer is king in this kind of market, and the prompt return of phone calls,regular updates by email, provision of clear advice in plain English and general ability to empathise with the client are the most basic tenets on which a conveyancing solicitor builds a caseload.
Client expectations can run from both ends of the range.........it's the ability to manage and exceed these expectations which separate the sought after specialists from the rest.
Of course, the team around you are absolutely key to this success and the lawyer who can't see that the effusive letter of thanks received from a client is a reflection on not only them, but also on friendly,involved and committed support staff, is a shortsighted one.
Naturally, and with some justification,we feel that we provide our clients with the service we'd like to receive ourselves.
There will always be complex transactions and professional frustrations.........the trick is to deal with them in the knowledge that ultimately all parties want to achive a common goal.
What makes us different? Well, the desire to build long relationships with our clients, the knowledge that humour is a great leveller,and the ability to bring a bit of flair to the table when appropriate.
Stratospheric? Hmmm......maybe.
Heading confidently in the right direction? Definitely.
Apparently, research conducted at the request of the Solicitors Regulation Authority has revealed that 93% of conveyancing clients claim to be "happy with their solicitors performance."
More colourfully, the article goes on to describe satisfaction levels as "stratospheric" and in these difficult times it is indeed tempting to get a bit heady with the hyperbole!
However, most credible and successful property departments strive to achieve these levels of satisfaction constantly.
Like it or not, the consumer is king in this kind of market, and the prompt return of phone calls,regular updates by email, provision of clear advice in plain English and general ability to empathise with the client are the most basic tenets on which a conveyancing solicitor builds a caseload.
Client expectations can run from both ends of the range.........it's the ability to manage and exceed these expectations which separate the sought after specialists from the rest.
Of course, the team around you are absolutely key to this success and the lawyer who can't see that the effusive letter of thanks received from a client is a reflection on not only them, but also on friendly,involved and committed support staff, is a shortsighted one.
Naturally, and with some justification,we feel that we provide our clients with the service we'd like to receive ourselves.
There will always be complex transactions and professional frustrations.........the trick is to deal with them in the knowledge that ultimately all parties want to achive a common goal.
What makes us different? Well, the desire to build long relationships with our clients, the knowledge that humour is a great leveller,and the ability to bring a bit of flair to the table when appropriate.
Stratospheric? Hmmm......maybe.
Heading confidently in the right direction? Definitely.
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