Conveyancing and client care – what’s your approach?

What favours the client in today’s conveyancing market? Market disruption and technology are what matters.

They mean there is greater choice for the client, with online searches simplifying matters. But one of the best ways of standing out is to combine new technology with an old-fashioned love for the client. The challenge is to develop a reputation that leads to further business. With clients securing upwards of two quotations before settling upon provision, there is much to play for.

A client’s willingness to engage a conveyancing service hangs upon recommendation, first impressions and – crucially - overall client satisfaction at least as much as price. Client care makes a difference, but what does it mean in practice? It seems as if there are a number of approaches a conveyancer might use to care for a client – and those methods aren’t mutually exclusive.

The meeting and greeting approach

Firstly, there is the minutiae of meeting and greeting. What are the quick, smart ways of adding warmth to your reception area? A bowl of roses on the coffee table? A puzzle book for the bored child accompanying their parents? From the receptionist: “Would you like a biscuit or a piece of fruit with your drink?” And what is the online equivalent of a kind greeting and a healthy snack for the customer? Perhaps a snippet of genuinely useful, friendly, free advice on the home page.

The client charter approach

Perhaps client care is a published client care charter for clients to see and staff to follow? This may be an easy-to-read and transparent statement of the procedures, standards and fees a client can expect including how to make a complaint. The conveyancer can make clear their awareness of the potential stress of the home-buying or selling process and outline what they will do to make it easier and more comfortable.

The trusted advisor approach

On the other hand, maybe it is the sort of direct, one-to-one emotional support for the client and journey as envisaged by professional services guru David Maister’s theory of the Trusted Advisor. Is the only, true competitive advantage your ability to create and transfer determination, excitement and enthusiasm? In the work of trusted advisor there are two overarching concerns:

? Trust creation – engaging the client, listening without prejudice, committing to actionable next steps.

? Trust principles – focusing upon the other, transparency, credibility, reliability and warmth.

Customer service or client care?

Next, is it clear what is customer service and what is client care? Customer service is a form of assurance for the client – describing what you will do. It is also a set of procedures (e.g. explaining things in plain English). Client care is more individually focused.

What’s your approach?

Which of the above approaches to client care do you think best help your practice? Is there any particular one or a mixture of them or all of them? Or perhaps your answer is “None, we do it this way?”. We’d love to hear from you on this topic.

Whatever your approach, modern clients are very aware of their right to a high standard of customer care. 

Eve Dullabh

Managing Director

Law Training Centre

www.ltckent.co.uk