BLJ’s managing partner Mike Leeman says: “Solicitors offer a service that clients don’t really want to buy. Developing a call management strategy is integral to this as it provides clarity about roles, responsibilities and the level of care you want to offer.”įor Bell Lamb and Joynson Solicitors (BLJ), which has offices in Runcorn, Warrington and Liverpool, positive first impressions require client empathy, especially over the phone and via live chat. Bernadette says: “The optimum solution is to have dedicated resource for all call handling – be that in-house or via an outsourced partner. Instead, Bernadette advocates for appropriate resource and a call management strategy to protect solicitors’ productivity and wellbeing as well as the client experience. That’s partly because unnecessary interruptions aren’t good for case efficiency, but also because they’re generally not trained in client care and their skills are better spent on providing legal advice and services.” For example, solicitors should not be answering calls. She says: “When it comes to client care you need to play people to their strengths. She believes firms need to recognise it’s all about ‘horses for courses’. Bernadette Bennett, head of the legal sector at Moneypenny, handles more than two million legal calls and live chats for more than 1,000 legal firms each year. The phone is still a vital means of communication for legal clients so it’s a crucial consideration when addressing first impressions. Quite simply, first impressions disclose whether clients are valued and hint at the quality of service on offer. All of these things give clues as to what to expect of a legal services provider – they reveal whether a firm is responsive, courteous, efficient and empathetic. In a crowded marketplace rich with choice for consumers, legal firms must put their best foot forward – whether that’s via their social media responses, web presence or how initial telephone enquiries are handled. In legal services, the power of first impressions are well known – but not always well actioned. Meet the Leadership and Management Section committee.
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