"The truth is that not all legal services are the same. Firms of solicitors have different approaches, from the way they are structured, to their speed of response and overall ethos, all of which will affect the quality of service and overall client experience"
Choosing a solicitor is one of the most important decisions an individual can make – but do people really spend enough time to find the right firm?
In many cases, legal services are required at a time of emotional distress, even trauma. From divorce or probate following a family death, to moving house or dealing with personal injury, judgment can be clouded by the inevitable stress and anxiety.
Yet upon what criteria do people choose their solicitor? Naturally, it is important to find a solicitor with the right skill set and area of expertise.
The cost of the service is also a consideration. But what other factors should be considered to ensure the right support is in place during potentially life-changing matters?
It’s all about chemistry – as Teresa Fawcett-Mitchell, Practice Director, Lennons, explains.
Understanding Recommendations
Most people have limited experience with legal services. When the need arises – often suddenly – it is hard to know where to turn, especially if you are feeling overwhelmed. Often the simplest approach is to rely on a recommendation – either from a friend or family member or another professional, such as an accountant, estate agent or financial advisor. It is, however, worth checking if the recommended firm pays for these referrals.
Some national chains of estate agencies are required to only recommend conveyancing solicitors that offer a finders’ fee - so take the time to ask why the firm is being recommended, including a specific contact solicitor if possible.
Many firms rely on the quality of their service to achieve recommendations rather than paying a fee. If an estate agent is recommending a firm without receiving a fee – especially if that goes against the corporate policy – it suggests strongly they have had more than one excellent experience with a firm that will be committed to never breaking the chain.
The truth is that not all legal services are the same. Firms of solicitors have different approaches, from the way they are structured, to their speed of response and overall ethos, all of which will affect the quality of service and overall client experience.
Assessing Quality
It is obviously important to check out the qualifications and expertise of a firm’s solicitors, but that should just be the starting point. Cost transparency and an easily understood pricing model are really important, but a client also needs to know how much experience the firm has in this particular area – has it handled a similar personal injury case for example?
The way the firm is structured can also transform the quality of the client experience. Does the firm offer a named solicitor as a single point of contact, backed up by an assistant, who will provide consistent and constant support? Or are clients expected to access a pool of administrative assistants, with intermittent access to a rolling cast of possible solicitors handling the case?
This latter model is particularly common within high-volume conveyancing departments and can lead to costly delays. A dedicated solicitor will be totally aware of the deadlines associated with the entire property chain and will ensure everything is in place to avoid problems, such as the late submission of enquiries, that could lead to a collapse. Checking the mix of skills within a department is an important step to ensure the firm has the resources to complete the agreed work in time.
Feeling Comfortable
While individuals may never need to meet a conveyancing solicitor in person, probate, family law and personal injury cases are very different. These situations are highly emotional and the relationship can often last many months, even years. Clients will need to share sensitive information about their health, their relationships, their children and finances. It is, therefore, essential to be comfortable with the chosen solicitor.
While most firms will offer a preliminary face-to-face meeting, many use this as a thirty-minute opportunity to talk about costs and nothing more. This should be a red flag for any client because there is no attempt at relationship building. It is hugely stressful to attain the key facts during such a short conversation, especially when people are upset. A solicitor requires experience and empathy to help people share the right information.
It is important to check that the initial meeting is actually with the solicitor who would handle the case if appointed, not an individual tasked with winning business. If this solicitor doesn’t have the empathy to make a client feel comfortable, walk away and find another solicitor with the right chemistry.
Indeed, it is really important to speak – or attempt to speak – to more than one firm. This will provide a clear indication of both the level of responsiveness and the different approaches of each firm, which will help to clarify the right fit for each client.
Conclusion
There is a sense that legal services can be reduced to a tick-box operation with the use of technology. But this simply is not the case. A personal connection can make a huge difference to the client experience at what is often a hugely stressful and emotional time.
Of course, technological innovation is important. Digital identification checks, for example, remove the need for additional personal visits to the office. Online quoting tools and a client portal can also improve the experience for some clients.
But law is not a tick box and technology cannot replace the personal connection that many clients need, which is why a local firm of solicitors that is embedded within a community of like-minded professionals has an important role to play. A trusted firm is not looking for one-off clients but is actively committed to building long-term engagement.
Consistent approach, ethos and structure across every department is key and leads, more often than not, to repeat business across departments. Chemistry is important – clients need to trust and relate to a solicitor.
