The trend is – your own people!
As always I was delighted to be asked by David Opie and the wonderful team at Today’s Media to be a judge on the British Conveyancing Awards.
It’s always something I look forward to, as I am treated to a peep behind the curtain – some of the best property law firms in the country explaining how they operate and providing detailed submissions for us to review. Every year I’m fascinated to discover new methods, new approaches to technology and absolute best practice in the sector.
For the last few years the trend has certainly been for firms to discuss the ways they have dealt with the challenges from the pandemic, both with volumes of work and the tech requirements for firms to operate safely and efficiently while remote from each other. The focus of submissions was very much around new systems, new communication tools and the need for efficient, secure processes.
This year while judging submissions from various regions ‘Best Firm of the Year’ categories, it was noticeable that there was a shift in focus for many firms.
There was still content around implementation of clever technology, however there was far more said about the importance of happy staff. How crucial it is to retain your team. How brave decisions need to be made sometimes around caseloads and pricing. Many firms spoke about reducing caseloads and pushing up their prices, to give their own team the necessary time and space to deal with clients optimally. And of course this then fed into another theme which was the attention firms are paying to the power of positive reviews. Whether it’s Trustpilot, Google or Review Solicitors, there was a clear move to formalise the obtaining of reviews from clients and in the better firms, using that knowledge not just for a star rating, but to inform and guide proactive steps to improve service for the next clients.
The standard across the board was incredibly high – proof that this sector remains one of the most innovative and high quality of them all.
Now – I wonder what next year’s trend will be?
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