Improving client relations
22 Sep 04
Recent Society initiatives to assist solicitors with client relations procedures, and a possible model of an internal complaints system
A good client relations policy makes good business sense. Businesses from the public to the private sector know that client relations and client care are often as important as the goods or services provided. With this in mind, the Society has run a series of initiatives over the past few years to encourage and assist solicitors with their client relations procedures.
The Society’s work includes the recommendation for all firms to have a Client Relations Partner and encouragement to provide training on dealing with a dissatisfied client. The Client Relations Video, “Improving Client Relations,” which was sent to all firms in1999, and the Risk Management Video, produced in 2000, aimed to give some helpful suggestions to firms. (Copies are still available). The Society has also recommended and promoted the use of Terms of Business letters, giving clients information about getting the best from their solicitor and what to do if they are unhappy with their solicitor. It has also placed information for solicitors and their clients on the Society’s website. The Society has also run client relations road-shows throughout Scotland which give training on how to recognise and deal with client concern or dissatisfaction. Some firms have contacted the Society for advice about the best way to improve their client relations and the Client Relations Office has now developed an internal complaints model which practices can adapt to meet their own needs.
The basic elements of handling complaints successfully are straightforward. Always:
- respond quickly and positively.
- listen carefully to the client’s concerns
- be open and objective.
- avoid assumptions.
- look for a practical solution.
- act quickly on an agreed solution and stick to it.
- take advice if necessary.
The importance of appointing the right person as Client Relations Partner is the key to successful client relations. The appointment need not be according to seniority in a partnership but should be a person who has empathy, is open in their communications and is a good listener. Ensure that the partner chosen has the authority of the practice to resolve complaints and some training to assist in that process. A badly handled complaint can become a conduct complaint in itself, so it is important to have the skills as well as the time to deal with client relations.
A Client Relations Partner can always turn to a number of sources of help. Good examples are:
- The Legal Defence Union Ltd. - publish a Duty Rota of solicitors available for defence work which is printed in: The Blue Book 2001 - divider “C Law Firms”. See also page C2. The Scottish Law Directory - contact information on page A68
- The Director or Deputy Director of the Society’s Client Relations Office (Tel:0131 476 8131/ 8152). Enquiries will be treated in the strictest confidence and may be anonymous if desired.
- The Better Client Care and Practice Management Guidance Manual – published on the Solicitors’ pages of the Society’s Web site at www.lawscot.org.uk
- Council Members – your Council member can help you with information on dealing with a complaint and client relations.