What is client care all about?

Posted by Justin on Jan 24, 2011 in lawyers, Nelsons' Column, professionals, service | 0 comments A convenient – if probably incomplete – way to assess the quality of client/customer care being provided by a business, including a legal services business, is to consider four elements – – Competence – Confidentiality – Commitment – Courtesy Competence almost speaks for itself, but includes not taking on work outside one’s area of competence....
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Commoditisation -v- the old-fashioned “family solicitor”

Posted by Justin on Jan 16, 2011 in accountants, conveyancing, estate agents, lawyers, Nelsons' Column, professionals | 0 comments In The Private Patient, the author – P D James – several times includes an assumption that “people of means” will have a permanent solicitor – a family solicitor – who knows their background and previous dealings, and can give a broad range of advice and information. While this used to be the case – and is a useful means for fictional detectives to find...
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Lawyers are rubbish …

Posted by Justin on Jan 9, 2011 in Abaddons Musings, conveyancing, cynicism, lawyers, legal system, professionals | 2 comments … well, too many of them are, anyway. We often wonder why we get so many irrelevant or unnecessary additional enquiries from buyers’ conveyancers (including solicitors). In the last couple of weeks, the answer has dawned on us: not only have they not read the paperwork we already sent them – they don’t care. They want us to answer their own standard questions; they then...
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Adding value

Posted by Justin on Jan 5, 2011 in Abaddons Musings, conveyancing, estate agents, lawyers, legal system, professionals, service | 0 comments I am told by those who know more about this sort of thing than I do – marketing people, mainly – that the “value dimensions” of a business depend on it displaying one or more of the following – product leadership operational excellence customer intimacy True or not, it provides food for thought Product leadership Hmm … that’s a difficult one for lawyers,...
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9 ways to choose a lawyer

Posted by Justin on Jan 2, 2011 in Abaddons Musings, accountants, communitarianism, conveyancing, estate agents, lawyers, legal system, local, professionals, service | 0 comments Some thoughts on how to choose who should handle your legal work for you – mainly focused on residential conveyancing, but of  relevance to other fields as well:1. Listen to personal recommendations: If you are moving home, speak to friends and family who have moved home recently. If you have a commercial transaction or need other business-related legal help, speak to your accountant....
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Never sign without reading

Posted by Justin on Jan 1, 2011 in Abaddons Musings, lawyers, professionals, service | 0 comments Everyone knows, I hope, how important it is to read – and understand – documents before signing them: once signed, they are legally binding on you, and consumer protection legislation will only come to the rescue of the foolhardy in very limited situations.This applies to all sorts of documents: contracts, terms of business, even letters and, of course, WillsIt therefore surprises me...
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