Recent Clients
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FeatureOn thin ice
Failing to properly return client monies is in breach of the SRA Accounts Rules and can lead to regulatory action. Andrew Blatt explains the potential issues associated with residual balances – and what firms can do to clear them
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FeatureHoning healthy habits
Stressed at work? Julian Hall explains ways to improve our emotional health and build resilience, including a simple-but-effective way to deal with difficult people
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FeatureRain check
Bob Spence explores the impact of artificial intelligence on business development and client relationships
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FeatureClients and their costs: understanding the risks
As client expectations increase, managing the associated costs is more vital than ever
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FeatureCharm offensive
Lauren Bridgen shares Simmons & Simmons’ journey of setting up its client programme and how this has helped drive its growth strategy
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FeatureWatching brief
The number of complaints made to the Legal Ombudsman is on the rise. Diana Bentley investigates
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FeatureSign of the times
Dana Denis-Smith advises on how law firms can rise to meet the new challenges presented by client expectations regarding diversity and the environment
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FeatureIdentity politics
Many will be familiar with when to obtain identification and verification for new clients, but if the relationship becomes a long-standing one, how often should you be monitoring this? Kate Burt explains
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FeatureGreat expectations
Bob Spence examines how client relationships have changed post-pandemic, and the key points to consider when thinking about client retention and relationship management
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Keep the customer happy
In a time of increased competition and dynamic changes to the delivery of legal services, Diana Bentley explains how law firms must assess what clients want and how to deliver it
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FeatureCulture club
Deqa Jama explores the cultural competence framework – what it is, how to become culturally competent and why it should be a vital part of your approach to client care
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FeatureSelling your story
Bob Spence explains ‘storytelling selling’, an engaging way to communicate with clients virtually
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FeatureClient listening: why it matters even more in lockdown
Bernadette Bennett looks at client listening - what it is, why it matters, how to do it, and why it matters even more in lockdown
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FeatureChain reaction
Rupert Hawke and Charlotte Powell look at how law firms can use the value chain model to add value at each stage of their legal services provision
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FeatureVirtuous circle
Nick Jarrett-Kerr looks at how professionals can break into the circle of trust with clients and colleagues, including in a time of social distancing
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FeatureLoose connections? How to keep in touch with clients
Sue Bramall and Fariha Butt talk about how to keep in touch with clients during coronavirus.
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FeatureOn the same side
In the first of a two-part series on complaints, Rebecca Atkinson looks at some of the reasons why clients complain, and how to avoid complaints by focusing on providing ‘good’ service in key areas
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FeatureHuman interest
The new SRA Standards and Regulations have made significant changes relating to referral arrangements, and clarified the regulator’s core view: that all referral arrangements must be in the client’s best interest. Paul Bennett explains
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FeatureWriting wrongs
Daphne Perry offers some simple writing techniques to improve client service and business returns, looking at probate cases as an example