This award highlighted excellence in client care and innovative approaches to maintaining and developing client-focused services. The judges looked for practices that demonstrated a leading edge commitment to client care and examples of real efforts in going the extra mile for clients.
Rosie Bracher solicitors do challenging work in a rural setting, representing clients with special needs in their dealings with local services and the court. They exceed expectations, using large print letters in simple language, paying clients’ own travelling expenses and allocating case workers to explain every step in court proceedings.
Shoosmiths have appointed non-legal account managers, answering to the chief executive, to work alongside their lawyers, championing the non-legal aspects of service delivery, sharing know-how, managing costs and listening to client feedback. Understanding what clients buy has also provided rich insights both for the firm’s strategy and operations.
“It is a fact that without the unstinting dedication and positivity of Scarborough Borough Council’s legal team, the town’s renaissance would still be a dream” (Yorkshire Forward regional development agency). Recognition of the key role the team has played in the successful regeneration of Scarborough is the best reward for excellent client service.
Fasttrac boasts an exceptional client satisfaction rate and is at the forefront when it comes to the remortgaging business. Tesco law may be on the horizon but there is no beating the values of a traditional law firm. Carlsberg does not do remortgaging, but if it did, it would be Fasttrac.
By turning its focus completely onto its clients’ needs Bains Cohen has developed unique systems to guarantee clients' satisfaction. The firm borrowed ideas from other industries and worked out ways to implement them within the legal field. This earned it scores of new, happy clients from all over the country.