"Do what you do so well that they will want to see it again, and bring their friends."
Everyone says they put clients at the heart of their business. Here's what we're doing to really demonstrate our commitment to customer service:
We have a dedicated, proactive client care team
We know every client is different. So while we’re working together, we’ll proactively seek feedback so you don’t have to come to us. You’ll work with a specific member of our client care team, just as you have your own employment lawyer, HR consultant and safety manager.
We run a client care survey every year
A tradition since 2010, and every single response is reviewed by me and the wider management team, then shared with the whole company. We think we're on the right track: our 2017 survey, with a response rate of over 50%, reported record levels of client loyalty. And we still work with our first ever client.
We reward our people based on your feedback
Our people are rewarded for client satisfaction. We use an internationally recognised tool to measure it, and, unlike other businesses, we only consider 9 or 10 out of 10 as good enough.
We adhere to the highest standards
LAW clients can rest assured that our legal team are qualified solicitors, or trainee solicitors, who are regulated as individuals by the Law Society of Scotland and who adhere to the highest standards. LAW, as a business, is not regulated by the Law Society of Scotland, and so we have a different complaints process (available on request) to traditional law firms. If clients have any concerns about any aspect of the service they receive, they should contact me directly on email@example.com or 0131 603 5200.
Steven A Smith - Head of Client Management