Chief ombudsman Kathryn Stone OBE examines good practice for small firms in complaint handling.
Paul Bennett endorses the ‘art of the telephone call’
Tony Roe advises active listening for happy clients
In order for law firms to succeed in a competitive market we all need to answer the question above. 11,500 odd firms means those that answer it in their clients view will thrive.
Timothy Hill provides an overview of the potential implications of the Investigatory Powers Bill on legal professional privilege.
Good complaint handling is good for business. Chief Ombudsman OBE, Kathryn Stone, outlines some basics for getting it right.
Data theft is big business. Tim Jackson suggests some measures small firms can put in place to reduce their risk.
Having set up and expanded her sole practice, Melanie Craig, principal of Craig solicitors, says providing outstanding client care is the key to success.
If you see clients outside your office - for example, in their home or workplace - you will need to update your terms of business and client care letter.
Paul Bennett outlines some tips on engagement letters for compliance officers for legal practice to consider.