Exceptional client service – 3 ways

In a competitive market excellent service delivery is what sets Chambers apart from the competition. Here are three ways to do things differently.

1. Don’t wait to be chased

You know the simmering rage when the plumber who agreed to fix the boiler between 8 and 12 still hasn’t turned up at 12.01. In those four hours, you could have gone for a run, done the weekly shop or gone into Chambers to deliver four hours fee paying work.

This is how your solicitor feels when you don’t tell them what’s happening with their case.

When you are in communication with your solicitor, they know you are on the case and dealing with the matter which is causing them a sleepless night. A holding call is often enough to provide reassurance. “Uncertain” is not how you want your solicitor to feel when you are under contract. It’s the fastest way to ruin a relationship.

2. Remain open to your solicitors’ feedback

Client retention is fundamental to Chambers’ success and assuming ongoing client loyalty is the biggest mistake any business can make. A review meeting with your solicitor enhances the relationship and gives you a chance to find out what works – and what doesn’t – for her.

Solicitors and barristers work closely in teams, more so now than ever. Embrace this approach. Suggesting self-generating, collaborative and innovative ideas is a modern way of operating. This is real added value for your solicitors.

3. Present a united front with your Clerk

Successful clerks are professional, business-minded and acutely aware of commercial opportunities. We build long-term relationships with solicitors, have insight into specific requirements and can make recommendations in terms of fit for particular instructions.

We want to help you deliver great client service because it helps us build great relationships with solicitors. When your service fails to meet Chambers’ standards on service delivery, it impacts not only your reputation as a practitioner, but the perception of the entire set. Work with us. We do this every day.

Finally…keep the basics in mind

It’s easy to forget the basics of client care when you are under pressure.

• Be courteous and respectful always, to everyone involved in the matter.
• Follow procedure. It’s there for good reason.
• Be in communication and tell your solicitor what’s going on.
• Be open to feedback and always follow up after the matter has ended.

The client is paying you to deliver a service, so be innovative, not complacent and keep in mind that the solicitor does have a choice about who to instruct next time.

The ideas in this post were provided by Sam Carter, formerly of 12 KBW and Coram Chambers, now Managing Director of the International Arbitration Centre.

By Heidi Smith
Creator of Jurilogical.com