Exceeding Expectations
Our managing partner Lynne Burdon writes:
Since we started this business in 1986 I have always been proud of the quality of our work. In 2004 we took all our staff out for the day to revisit our values and to think about the way forward in the 21st Century.
The legal market is changing and we are about to see many new competitors – but we are absolutely sure that there is a place in the market for a firm that puts client service first. We decided that our number one objective would be to exceed our clients' expectations 100% of the time.
We put in place a number of initiatives to work towards this – perhaps most importantly asking our clients for feedback.
We now send clients an email every 6 months to ask how we are doing and what we can do to make our service even better.
Have a look at our Questionnaire Results.
We are currently working on
• Developing a web based system that will enable clients to have full access to their files from the internet
• Better systems to cope with holidays and sickness
• Improving the way we share information around the firm for clients who instruct us regularly
At your request we have
• Made email our normal method of communication wherever possible
• Changed our credit control procedures so that communications come from a real person
• Changed our terms of business and initial letters so that it is clearer when we expect payment
I am delighted to hear from clients at any time with suggestions on how we can improve our service.