We believe that unbeatable service delivery is one way of standing apart from other law firms.
To demonstrate the commitment that the firm has to client care, we appointed a dedicated Quality Director some time ago to spearhead this approach.
For many years, the firm has led the way by using an independent consultant to carry out reviews of service with clients to ensure we really are delivering what they expect. Our Quality Director, who is also an experienced commercial property lawyer (and therefore understands the practical issues relating to delivery of legal advice), continues to deliver this initiative.
His role is to ensure the firm maintains its high levels of client care and consistently evolves its approach to the way in which service is delivered.
In practical terms, what does this mean for clients?
Our Quality Director visits clients to talk about how we have performed, giving them the opportunity to give frank feedback.
We act on this feedback, so clients can see their comments are taken seriously. All of those with involvement with the client are party to the feedback. If needed, robust action plans are drawn up following reviews and progress against the plan is rigorously monitored.
The whole firm is briefed on how we are doing in terms of client feedback, so we all understand the priorities for clients.
Everyone receives training on client care based directly on client feedback on their needs and preferences in relation to service delivery. We listen and respond, so that clients can see a difference.