uncommon solutions

Almost by definition, a client engages the services of a solicitor because the latter is more expert in some matter of the law than the former. Therefore, the client does not know that his matter is being progressed as well as it might be. He has to take this on trust.

Naturally, that client will scan for whatever signs he can to tell him whether his trust has been well placed.

• Are his intructions recorded and interpreted accurately?
• Are messages returned promptly?
• Are letters and other documents produced with clear and correct layout, spelling and grammar?
• Can the firm remember how to spell his name and address correctly?

These things may not seem to be very important - we know that we are accurate where it matters... - but they are just the things a client will be looking at (even if subconsciously) to check whether his trust is warranted (and his fees well-spent!)

BACK TO TOP

The Scope of Quality

• Fee earners in their dealings with clients at all levels
• Reception staff, telephonists and all other crucial contact personnel
• All documents issued/published by the firm, including sales and marketing literature and web pages
• The premises themselves - are they well organised, tidy, suitable?

• All files
• Systems of work which ensure reliability and adherence to time limits
• Security of information, risk management, business continuity and, generally, good governance.

BACK TO TOP

Perhaps the main response to quality matters in the legal profession is encapsulated within Lexcel. Even if there is no desire to obtain the Lexcel accreditation, it is a very useful benchmark.
See separate sections on Lexcel - ready to apply? and Lexcel - a help or a chore? or contact us separately to discuss a "Lexcel-type" review
However, one of the key ways to ensure that quality standards are maintained and improved is to ensure that quality issues are kept at the forefront of everyone's mind and that it is clear that the firm is committed to excellent quality standards.

BACK TO TOP

To this end, we run a half-day interactive workshop under the heading Quality Matters. The session includes real examples of good and bad quality of work and what the ramifications have been, as well as teasing out thoughts and illustrations from the delegates. Whilst we can accommodate up to 20 delegates, we find that around 10 delegates gives a more interactive result.
The session can be presented as an in-house workshop, specifically for your staff and your systems.

BACK TO TOP

As an in-house session, we can accommodate up to 20 delegates, but do recommend that the maximum number is nearer to 10, to allow the session to be properly inter-active. We presume that you will have a suitable room available. It is normal to provide refreshments half-way through the session and we presume that these will also be supplied by you. If this is not convenient, however, we are delighted to arrange premises nearby and refreshments, but will add the reasonable cost of these to your account.

The cost of the session, on this basis, is

BACK TO TOP

We shall be delighted to work with you in this area. Please contact us to book an appointment or to discuss your requirements.

uncommonsolutions
because Quality matters ...
BACK TO TOP