Law firm research challenges the burden of regulation
Click here to download a copy of the White Paper outlining the research findings
A cultural shift in attitude towards risk management may prove to be the most important driver of future law firm growth, according to research1 with independent law firms.
While the debate around the burden of regulatory compliance has been fuelled in recent weeks with the publication of the SRA’s three-year strategy, the research among mid-sized firms suggests that strategic risk management is bringing a return on investment and opening the door to greater competitiveness and client choice, as well as satisfying regulatory requirements.
The findings have been published by LawNet, the collaborative, non-profit network for independent law firms, following research involving over 3000 legal, management and support staff across its member community.
And while junior fee earners and admin staff were more likely to think regulatory repercussions were the most serious outcome of poor risk management, mid to senior fee earners and managers were more focused on how it may affect financial management and reputational issues. Better client service, reduced PII claims and reputation protection were the top three benefits of stronger risk management, with 50% saying it was delivering effective business management benefits, and a further 30% saying it had become a vital business tool.
Residential conveyancing is perceived as being the highest risk work across all staff, followed by commercial property, accurately reflecting SRA statistics which show that around half of all claims, and some £770 million of indemnity payments between 2004-14, result from a failure in conveyancing work.
Fraud and cybercrime is the biggest threat for the future, for some 40% of staff, closely followed by client data protection and securing IT systems. Almost 50% were aware of an attempted fraud attack on their firm in the last 12 months, with most attacks being email phishing.
Commenting on the results, Deborah O’Riordan of insurers QBE, said: “This research highlights one of the most important aspects of managing a law firm today. Unless practices are engaging in some form of risk management programme, whether that’s an external standard such as Lexcel or ISO9001 or through advisory or compliance support services, they are missing a vital component. As an insurer, we want to see a real commitment to a culture of risk management - it’s an important consideration during the underwriting process, alongside fee-income, work-types, size of practice and claims history. It’s important also, that firms demonstrate a drive to improve.”
The research was undertaken by LawNet as part of an audit of the network’s risk management and compliance support, which firms receive as part of the bespoke ISO9001 standard that is compulsory for membership. The resulting feedback will be used to guide future training and development for members, and LawNet chief executive Chris Marston said: “Complaints about over-regulation, and the resulting burden on firms, are part of the day to day, but our membership enables us to speak on behalf of a sizeable constituency of larger SME firms, and the evidence is that increasingly they are turning regulation into a business driver, rather than viewing it as a constraint.
“If enabling greater client choice is a driver for regulation, the benefits of achieving a cultural shift in this way adds real credibility to the argument for equipping clients to choose.”
The research findings are included within a sector learning publication, which includes case studies setting out how firms are achieving the necessary cultural shift.
According to the research, the most time-consuming aspect of risk management is file management, closely followed by performance management, of both self and others, with this area seeing the most increase in time required over the past two years.
Asking staff at all levels if they were aware of the firm’s policy for dealing with bank accounts and client payments, administrative and secretarial staff were most likely to be unsure. And while over 60% of firms were using penetration testing on a regular basis for their IT systems, fewer than 20% were regularly using social penetration testing of people and processes.
Chris Marston added: “Fraud is top of the radar for most firms, and rightly so, looking at the figures. But firms need to look at the bigger picture if we are going to tackle this across the sector. Embedding the right culture, so every member of staff is clued up and signed up, is how we’ll achieve this, while bringing real business benefits through better customer service and increased competitiveness.”
LawNet’s publication Lessons for law firms : How the right risk culture delivers returns, covering the research and learning is available as a White Paper for download or in print : click here
1 About the research:
The research was undertaken through online questionnaire and all individual staff members of firms within the LawNet network were invited to participate. Each participant remained anonymous but was asked to complete a personal profile enabling further analysis according to size of firm, their role within the firm, the nature of their legal specialism or the department they worked in. A total of 585 participants took part in the research, which was conducted between November 2016 and February 2017.
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 020 7 846 0096 Mobile: 0797 3767 602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Member Engagement & Strategy Director, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
LawNet was established in 1989 to enable a collaborative, mutually-owned national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined aggregate turnover of the 71 firms comprising LawNet is currently in excess of £300m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £25m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – learning, networking, PII, practice development, marketing, compliance. It currently places over £1bn worth of PII cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
Innovation and collaboration drive independents
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Pictured (left to right):
Back row: Nigel Maud, Hart Brown; Robert Jobson, Gardner Leader LLP; Oliver Ray and Martin Whitworth, Gotelee Solicitors; Phillip Hoskins and Michael Pace, Andrew & Co Solicitors; Ed O’Rourke, Ashtons Legal; Helen Hamilton-Shaw, LawNet
Middle row: – Jenny Buchanan, Gardner Leader LLP; Melanie Carroll, Mullis & Peake LLP; Rebecca White, Hart Brown; Helen Bell, Andrew & Co Solicitors; Duncan Jackson, Buckles Solicitors LLP
Front row: Claire Hughes, Ashtons Legal; Danielle Collett-Bruce, Hart Brown; Derek Rodgers, Gardner Leader LLP; Colleen Gostick, Buckles Solicitors LLP; Chris Marston, LawNet.
Independent law firms are proving they have what it takes to chase off challengers and disruptors.
Top performing firms and outstanding individuals from across the legal community gathered to celebrate the ninth annual LawNet Awards, which recognise innovation and strategic success.
“We had a record number of submissions and a highly competitive field of entrants, all of whom demonstrated real vision and depth in delivering solutions with a proven business impact across the categories,” said LawNet chief executive Chris Marston.
Gardner Leader was named LawNet Law Firm of the Year. Through a combination of organic growth, strategic alliances and acquisition, the firm has seen turnover almost double in the past five years.
Said Derek Rodgers, managing partner of Berkshire-based Gardner Leader: “This marks the culmination of a long term vision, with quite significant growth over the last five years. We have added new people, invested in new technology, implemented continuous improvement and change management processes, and integrated a couple of acquisitions into the firm. It’s been a lot of hard work and we’re very proud to have it recognised with this award.”
He added: “We’ve been members of LawNet for a long time and know the calibre of the firms in the network, so to win against that competition means a lot to us.”
Winner of the Young Lawyer of the Year was Danielle Collett-Bruce of Hart Brown. Just three years qualified she is already the lead solicitor on varied transactions of significant value and has drawn up licencing agreements used around the globe on high value software contracts. Hart Brown also collected the Mark of Excellence award for their work in delivering exceptional customer service.
Best Digital Presence went to Gotelee Solicitors for a strategic campaign focused on increasing traffic referrals, tackling negative perceptions of the sector, and creating a strong online personality for the firm. The analytics-driven campaign has seen overall traffic increased by 84% in three years.
Buckles Solicitors LLP collected the Excellence in Employee Engagement for their focus on relationships to deliver business success, putting employees at the heart of the company. It’s already won the firm a place on the Best Companies to Work For national index as well as the Investors in People Gold Standard.
Best Community Contribution went to Ashtons Legal in the East of England for a unique commitment to its local community, setting up its own Charitable Trust in 2014, as a vehicle to give back to the area. Since April this year the trust has distributed £12,500, alongside pro bono, facility provision and community involvement by the firm.
And Team of the Year went to the Residential Property Team, Mullis & Peake LLP for all round innovation and best practice. Successes include business development which saw a new satellite office deliver an immediate return on investment.
Added Chris Marston: “There is much to celebrate in the sector, despite the pessimism spread by the nay-sayers. We may be dealing with more regulation, new learning requirements, and constant competition and disruption, but the exceptional successes in this year’s entries demonstrate there’s plenty of opportunity if firms are prepared to innovate.”
He added: “The peer to peer collaboration and networking between our members certainly has a catalytic effect, raising the bar and helping to grow winning firms.”
The award winners:
Law Firm of the Year Gardner Leader LLP : Sponsored by Wilkinson Read & Partners
Team of the Year Residential Property Team, Mullis & Peake LLP : Sponsored by STL
Young Lawyer of the year Danielle Collett-Bruce, Hart Brown: Sponsored by Econocom Digital Finance
Excellence in Employee Engagement Buckles Solicitors LLP : Sponsored by Tikit
Best Community Contribution Ashtons Legal : Sponsored by Landmark Information Group
Best Digital Presence Gotelee Solicitors : Sponsored by Conscious Solutions
LawNet Mark of Excellence Hart Brown : Sponsored by Shopper Anonymous
Most active LawNet member Andrew & Co LLP
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 020 7 846 0096 Mobile: 0797 3767 602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Member Engagement & Strategy Director, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, mutually-owned national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – learning, networking, PII, practice development, marketing, compliance. It currently places over £1bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
LawNet wins industry award for ground-breaking client service initiative
LawNet, the UK's leading network of independent law firms, has won industry recognition for its ground-breaking work in re-shaping sector attitudes towards customer service excellence.
The network has been named winner of the 2015 Eclipse Proclaim Modern Law Award in the Supporting the Industry category.
The accolade is in recognition of the impact of the LawNet Excellence Mark, which helps the network’s 67 independent law firm members to achieve and demonstrate consistently excellent client service delivery. The programme provides external measurement of the client experience to drive needs-based support and training, with firms using the results of regular mystery shopping and benchmarked client surveys to improve customer satisfaction.
Earlier this year LawNet published a White Paper showing the learning from more than 25,000 client experience questionnaires and 1,100 mystery shops undertaken in the first two years across the LawNet community.
“There's been huge interest in the work we’ve been doing to support our members to provide excellent customer service,” said LawNet chief executive Chris Marston.
“In the UK, the Legal Ombudsman asked for permission to circulate our findings1, and the Victorian Legal Services Board in Melbourne, Australia contacted us asking if they could share our initiative with their members. I’ve been invited to speak at conferences throughout the UK on how firms can use external measurement to ensure their clients are getting the best service. LawNet firms understand clearly that client service is the real battleground in a competitive market.”
LawNet chairman Kim Carr added: “This is a well-deserved recognition of the work that the team at LawNet HQ has done to keep our network ahead of the curve. Practical support like this is part of the reason our membership numbers are growing.
“LawNet today has 67 member firms, and well over 2,000 lawyers. We have no wish to build a brand, but our members do see the sense in collaborating on the things that matter. Together, we are a force to be reckoned with and this award highlights the way in which the network is helping to lead the way forward for independent law firms.”
The Supporting the Industry award was in the category of organisations with up to 25 employees.
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 020 7 846 0096 Mobile: 0797 3767 602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Member Engagement & Strategy Director, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, mutually-owned national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 65 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places over £1bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
Independents show off their game-raising tactics
Click here to download high res version
Click here to download high res version from Flickr. Full caption at end of press release
Independent law firms have been showcasing their inventive side, with strategies designed to keep them out in front.
The successes were highlighted at this year’s LawNet awards, and leading the winners was Buckles Solicitors LLP with Law Firm of the Year.
Peterborough-based Buckles embarked on an ambitious development strategy, based on excellent client service and investing in their people. In the last year it has seen the firm grow to employ 57 lawyers and achieve gross fees of £6.7m, with independently assessed overall client satisfaction scores of 95%, a listing in the Best Companies to Work For and securing the elite Investors In People Gold accreditation.
Said Colleen Gostick, managing partner of Buckles: “We’re thrilled to win, particularly given the quality of the competition in LawNet. Within the business we’re always focused on the next thing, so it’s great to reflect on what’s been achieved and celebrate the success with the people who made it happen.”
Alexandra Savage of Warner Goodman LLP in Hampshire was named Young Lawyer of the Year having earned the firm’s fastest-ever promotion from trainee to Associate, in just three years.
Team of the Year went to the Later Life Team at Rix & Kay Solicitors LLP Solicitors. Their holistic approach to later life planning has created a unique team, bringing together legal services with personal care coordinators. This, combined with a research-based thought leadership campaign, has brought them to the forefront of the fast expanding care sector market in the South East.
Matthew Arnold & Baldwin LLP secured Best Digital Presence for a multi-channel approach including internal and external platforms, with results that included a 700% increase in visitor traffic to their website.
Best Community Contribution went to Clarkson Wright & Jakes for a bigger-picture CSR strategy that is putting them at the heart of their local community, with fundraising and skills-sharing that’s both supporting their community partners and also boosting staff morale internally. Initiatives have included making the community more dementia-friendly.
Hart Brown received the Mark of Excellence award, for outstanding performance on LawNet’s independently assessed mystery shopping and online client satisfaction measurement.
Chris Marston, chief executive of LawNet, said: “Once again, the submissions show that independent law firms are ideally placed to demonstrate what it means to be innovative in the legal sector. That, combined with a commitment to excellence, is what our awards recognise.
“Results like this give real purpose to annual awards. Our members want to benchmark themselves against other forward-thinking firms. Our awards allow us to recognise the people behind these exceptional initiatives.”
He added: “People sometimes assume that innovation starts at the top in the legal sector, amongst the major multi-national players, but our members consistently demonstrate that they can be more nimble, quicker to react and implement, and because of that they generate outstanding performance as a result.”
The award winners:
| Law Firm of the Year | Buckles Solicitors LLP : Sponsored by Wilkinson Read & Partners |
| Team of the Year | Rix & Kay Solicitors LLP : Sponsored by STL |
| Young Lawyer of the year | Alexandra Savage, Warner Goodman LLP : Sponsored by Econocom |
| Excellence in Employee Engagement |
Gardner Leader LLP : Sponsored by Tikit |
| Best Community Contribution | Clarkson Wright & Jakes Ltd : Sponsored by Francis Clark |
| Best Digital Presence | Matthew Arnold & Baldwin LLP : sponsored by Conscious Solutions |
| LawNet Mark of Excellence | Hart Brown |
| Most active member within LawNet | Gepp & Sons Solicitors |
Pictured: Front Row L – R Derek Rodgers, Gardner Leade, Alexandra Savage, Warner Goodman LLP, Colleen Gostick, Buckles Solicitors LLP, Linda Smith, Buckles Solicitors LLP, Amanda Mehlin, Clarkson Wright & Jakes Ltd, Angie Law, Clarkson Wright & Jakes Ltd Back Row L-R : Helen Hamilton-Shaw, LawNet, Nigel Maud, Hart Brown, Michael Rabbett, Buckles Solicitors LLP, Neil Crees, Buckles Solicitors LLP, Nigel Moore, Buckles Solicitors LLP, Steven Payne, Gepp & Sons Solicitors, Richard Phillips, Matthew Arnold & Baldwin LLP, Richard Bates, Rix & Kay Solicitors LLP, James Maxey, Buckles Solicitors LLP, Bruce Hayter, Rix & Kay Solicitors LLP, Chris Marston, LawNet, Robin Evans, Clarkson Wright & Jakes Ltd
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 020 7 846 0096 Mobile: 0797 3767 602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, mutually-owned national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 65 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places over £1bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
Leading lady : Kim Carr named as new chair of LawNet
West Midlands lawyer Kim Carr of FBC Manby Bowdler has been named as the new chairman of LawNet, the independent law firm network.
The first woman to hold the role in the network’s 26 year history, LawNet says her leadership of the member-run board will be key to the network’s strategy and future growth plans.
FBC Manby Bowdler LLP was a founder member of LawNet in 1989 and the 29-partner firm employs over 160 staff at five offices across the West Midlands and Shropshire. Alongside its professional rankings in the Legal 500 and Chambers, it was named firm of the year in 2014 by its regional Law Society and has regularly appeared in the Sunday Times Best Companies to Work For listings under Kim’s stewardship.
Kim Carr has been managing partner of the firm since 2005, joining the firm as a trainee and heading the private client department, before leading the merger of FBC Solicitors with Manby Steward Bowdler LLP in 2008. She was named LawNet managing partner of the year in 2012.
Said Kim Carr: “It’s a great opportunity for me to play a part in the network’s future development. There are big challenges in the sector, with consolidation continuing, but it’s a time that offers LawNet firms huge opportunities, if we are commercially focussed and differentiate ourselves. I believe outstanding customer service lies at the heart of that.
“As an independent firm we have always seen big benefits in being part of the LawNet family and I’ll be working with the board and the team at LawNet HQ to see how we can build on that strength for our members, as we grow the network.”
Welcoming Kim to the role, LawNet chief executive Chris Marston said: “It’s great news for the network that Kim has agreed to take on this key role. We’ve seen our network grow over the past year, and our proposition remains rooted in supporting firms to deliver great customer service, providing high quality learning and keeping the lid on PII premiums through a strong risk management culture.
“We’ve got big ambitions for the future, constrained only by the number of firms that will match up to our selection criteria.”
The LawNet network was established in 1989 to enable a collaborative, mutually-owned national network where independent law firms can access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise. As well as quality and risk management accreditation, the network provides training in legal practice and management skills, marketing support and access to a range of office support services. It also provides a group professional indemnity insurance scheme for members.
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 01400 251557 Mobile: 0797 3767602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, mutually-owned national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 67 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places over £1bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
www.lawnet.co.uk
Twitter: @LawNetUK
About FBC Manby Bowdler
FBC Manby Bowdler LLP is a 29 Partner award winning regional law firm focused on and committed to intelligently delivering stellar service to its customers.
The firm's approach is 'One Team' and is committed to delivering the greatest quality of service and advice possible. FBC Manby Bowdler's Client Charter explains the firm's promises to clients about the stellar service experience they can expect to receive.
FBC Manby Bowdler LLP is recognised in the 2015 Legal 500 Directory as a top tier Firm for Agriculture & Estates, Contentious Trusts & Probate, Family, Commercial Litigation and Planning.
For further information, please visit www.fbcmb.co.uk or follow the firm on Twitter @
LawNet launch results of the Client Experience
PRESS RELEASE
Embargoed until 13th May 2015
LawNet chief executive Chris Marston will be launching “The Client Experience” with a presentation at LEGALEX AT ExCeL London, Royal Victoria Dock, E16 1XL on Wednesday 13th May at 12noon and Thursday 14th May at 4pm.
THE BIG REVEAL : COMMUNITY OPENS UP RESEARCH BASE TO SHARE SECTOR SECRETS ON HOW TO KEEP THE CUSTOMER SATISFIED
Results of the sector’s biggest-ever consumer-facing research show communication skills and follow-up are key to meet the challenge of changing consumer demand
Customer service and communication are the most important drivers to future law firm growth.
That’s the message to come out of the biggest-ever customer research project conducted in the legal sector, with commentators saying the results highlight the need to learn more from the retail sector.
The findings have been published by LawNet, the collaborative non-profit network for independent law firms, following two years of research involving nearly 25,000 client experience questionnaires and 1,100 mystery shops across its member community.
And whilst firms got the thumbs up from customers for great technical expertise and delivering positive outcomes, the research flagged up key areas for improvement.
The most important areas flagged by customers as having the potential to increase their satisfaction, were the speed of response, upfront clarity on timescales and fees, combined with regular progress reporting and fees updates.
The results show that the price quoted for a job is one of the least important factors in the decision to appoint a firm, with recommendation or previous contact being the most persuasive reasons, making customer satisfaction key to future growth.
The feedback also showed that advertising alone was not enough to convert customers, with only 3% saying this was an influencing factor, pointing to a need for greater emphasis on sales follow up by firms. Qualitative feedback from mystery shopping showed that where follow up processes were not adhered to, clients interpreted it as a lack of interest and firms were unlikely to convert the business.
Commenting on the results, Andrew McMillan, former head of customer service for John Lewis, said: “This research is invaluable in providing the big picture to the sector and it underlines the bare truth of what customers are looking for when they buy legal services. It shows that the basics are the same as in any other sector for today’s sophisticated purchaser.”
“Without those basics - or so-called ‘hygiene factors’ - in place, it’s impossible to make the leap into developing a real customer-focussed personality,” added McMillan, who oversaw John Lewis securing the UK Best Retailer top slot for keeping its customers happy.
The research is being undertaken by LawNet as part of the delivery and audit of the network’s Mark of Excellence, part of the network’s bespoke ISO standard, which requires network members to take part in mystery shopping and online customer surveying. The research is an ongoing project, with resulting feedback being used to guide future training and development for members.
“Retailers have always seen customer experience as the key to success and profitability, whereas professionals still tend to focus on the technical,” said LawNet chief executive Chris Marston. “But in a world where clients can place an order online, choose a delivery slot and receive an almost instant email despatch confirmation, those expectations are being brought into the legal sector and firms must do all they can to improve the customer journey. It’s about being easy to do business with.”
He added: “Some firms within the sector may be unwilling to acknowledge the similarities between themselves and retail operators, but after two years of research we’ve got a huge, robust set of data to learn from. We’ve seen members of the LawNet community implementing changes to respond to the findings, often turning to other sectors for good ideas to improve the client experience in their own businesses, and they are already seeing the benefits. It’s about being brave enough to face the facts.”
“Having a great service proposition is all very well, but if enquiries aren't captured and followed up, that's a terrible waste. Follow up isn’t being pushy, it’s about responding to an identified need. Satisfied clients will bring repeat business and recommend you to others, and our research has proved that service is much more important than price - a mere 4% of respondents quoted cost as the reason for instructing the firm.”
LawNet’s publication The Customer Experience : Lessons for law firms, covering the research and learning is available as a White Paper for download or in print.
About the research:
The mystery shopping was carried out by independent specialist Shopper Anonymous, and involved a mix of walk-ins, telephone calls, web enquiries and out-of-hours calls, repeated at regular intervals.
The online bespoke customer satisfaction surveying is delivered by Law League to identify and measure strengths and weaknesses, fee earner performance and overall satisfaction levels. Performance is benchmarked against fellow LawNet members and other firms taking part nationally.
In practice:
Examples of responding to the findings:
FBC Manby Bowdler, West Midlands : research showed a need for improved communication skills amongst reception staff, as a result of which they carried out a training programme for these front-line staff.
“This real, on-the-ground information is allowing us to assess what’s working and helping us to make the necessary changes to truly focus on how we service clients,” Kim Carr, managing partner.
Andrew & Co, Lincolnshire : research showed a need to keep customers well informed of the progress of jobs and resulting charges.
“Costs information was high up the list, but clients were talking not so much about the amount of the fee, but rather about the extent of communication. By encouraging each team to take ownership of the way they work both in the context of the client feedback provided, and in designing benchmarks for service delivery we’ve seen much improved scores in our own customer feedback,“ Phillip Hoskins, partner.
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 01400 251557 Mobile: 0797 3767602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, non-competing national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service. The combined income of the 65 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places some £1.2bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
www.lawnet.co.uk Twitter: @LawNetUK
Innovation name of the game for LawNet awards
Innovation was the name of the game at this year’s LawNet awards, with the collaborative network celebrating the contribution of the winning firms who showcased their strategies for success.
Leading the winners by scooping the Law Firm of the Year was Warner Goodman LLP.
Announcing the awards, Chris Marston, chief executive of LawNet, said: “The aim of our annual awards is to get to the heart of what makes an innovative law firm, underpinned by a commitment to excellence, and these were outstanding examples of that ethos.”
Warner Goodman LLP has experienced record growth through its focus on strong financial management, combined with a commitment to client care and staff well-being. The strategy has delivered a 20% increase in turnover year on year and a dramatic rise in net profit margins.
Said Ian Curtis, managing partner of Warner Goodman: “It’s a very proud moment for us, and a fantastic testament to the great staff we have.”
Joint winners of the Young Lawyer of the Year award were Lorna Barry of Aylesbury-based Parrott and Coales LLP, who has been showing how to leverage networks to create new revenue streams, and Ben Ward of Ashton KCJ, who has been recognised by the Legal 500 at only 3 years PQE, and is already successfully carving out his own specialism.
Andrew and Co in Lincoln scooped Best Innovation for showing a clear line of sight between strategy and implementation in the development of an 'Energy and Renewables' team that has seen them become sector leaders in a very short period of time.
In the East of England, Ashton KCJ’s digital marketing won them top prize for the second year running, securing the Best Digital Presence award for their company-wide culture of online activity and contribution, which has resulted in tangible business benefits.
Team of the Year went to the Compliance Team at West Midlands-based FBC Manby Bowdler Solicitors, for demonstrating the power of collaboration to improve processes, drive efficiency and foster a culture of compliance across the wider firm.
Best Community Contribution went to Belfast firm Cleaver Fulton Rankin for their company-wide fundraising events and effective protocols on recycling and power consumption.
Hay & Kilner received the Mark of Excellence award, having posted the most impressive combined performance across mystery shopping and online client satisfaction measurement.
Added Chris Marston: “The awards are a great opportunity to recognise the contribution our members are making to the standing of the LawNet network, as well as recognising the staff behind these outstanding outcomes.
“We set high quality and management standards for members, and that helps to maintain the parity between our firms, which in turn leads to a cooperative powerhouse effect, where everyone benefits from collaboration and networking – and that’s evident in this year’s award winners.”
The award winners:
Law Firm of the Year Warner Goodman LLP : Sponsored by Wilkinson Read & Partners
Team of the Year FBC Manby Bowdler Solicitors : Sponsored by Baker Tilly
Young Lawyers of the year Lorna Barry, Parrott and Coales LLP and
Ben Ward, Ashton KCJ : Sponsored by Landmark and STL
Best Innovation Andrew and Co : Sponsored by TikitTFB
Best Community Contribution Cleaver Fulton Rankin : Sponsored by Lloyds Bank
Best Digital Presence Ashton KCJ, sponsored by Conscious Solutions
LawNet Mark of Excellence Hay & Kilner : Sponsored by Law League
Pictured (left to right): Ben Ward, Ashton KCJ; Chris Marston, LawNet; Abby Winkworth, IBB; Niall Blackie of FBC Manby Bowdler; Mary Porch, Ashton KCJ; Ian Curtis, Warner Goodman LLP; Kim Carr, FBC Manby Bowdler; Phillip Hoskins, Andrew & Co; Karen Blair, Cleaver Fulton Rankin; Helen Hamilton-Shaw, LawNet
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 01400 251557 Mobile: 0797 3767602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, non-competing national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 64 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places some £1.2bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
Having your cake and eating it
Pictured (left to right) :
LawNet board members were joined by head office staff to celebrate the network’s 25 year anniversary. Philip Hoskins of Andrew & Co; LawNet chairman Rob Salisbury of Gamlins; founder Simon Maddox; Nicolle Warren, LawNet finance & administration manager ; Chris Marston, LawNet chief executive and Simon Gittings of Stamp Jackson & Procter.
LawNet, the national network for independent law firms, is marking its 25th anniversary with a call for independent firms to innovate.
And that will be the message for the network’s annual conference, when nearly 200 members from firms across the country take part later this month, (November 2014). A programme of high profile experts will be outlining how to adopt an innovative mindset, develop a strategy and structure the business in a way that put innovation at its heart.
Originally conceived as a collective purchasing group when it was set up in 1989, LawNet is well known for its long established professional indemnity scheme, which helps to stabilise and reduce premiums for firms through a member scheme with £1.2bn of premium buying power. But twenty-five years on, the network’s offering now extends across quality accreditation, networking, practice development, marketing and CPD learning alongside its buying power.
This will be the first conference for new LawNet chief executive Chris Marston, who previously developed the professional practices division for Lloyds Banking Group. After taking over earlier this year, he is now spearheading a major growth plan for the network, with a focus on progressive firms who wish to remain independent but want to collaborate on the things that matter.
“As we move into our next quarter-century, our focus is firmly on innovation and helping our firms to succeed,” said Chris Marston.
“We set high quality and management standards for members, and that helps to maintain the parity between our firms, which in turns leads to a cooperative powerhouse effect, where everyone benefits from collaboration and networking.”
“We’ve recruited four new member firms in as many months since my arrival, and that tells me there is value in a mutual model that protects the identity of well-managed SME-sized firms.”
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 01400 251557 Mobile: 0797 3767602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, non-competing national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 64 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places some £1.2bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
LawNet members put in peak performance
LawNet members have been hitting new heights in the past few weeks.
But it’s not the latest legal hotlist where they have been showing their prowess this time, instead they’ve been raising money for charity, by conquering no less than nine challenging mountain peaks across the country.
First, 67 brave-hearted hikers from member firms across the country, took part in the Six Peaks Challenge in the Lake District, facing high winds as they ascended to 5800 feet, in a 14 mile trek, which saw the first home arriving in well under 8 hours.
And just one month later, nine of the walkers set out on an even bigger challenge – to tackle the national Three Peaks Challenge, scaling over 11,000 feet by ascending Snowdon in Wales, Scafell Pike in the Lake District and Ben Nevis in Scotland in less than 24 hours. The first team members made it in just 23 hours and 5 minutes, with all of the team successfully completing within the 24 hour window.
So far, almost £6,000 has been raised by the challenges, as part of LawNet’s ‘Challenge25’ raising money for Marie Curie, Midlands Air Ambulance and NSPCC to mark the network’s 25th anniversary.
“Conditions can change in an instant on the mountainside, and unpredictable weather coupled with the challenge of walking in pitch black on Ben Nevis, our last peak, certainly proved to be one of the toughest elements of a very trying, yet satisfying 24 hours for our extreme Three Peaks Challenge” said George Coombes, LawNet’s marketing & services manager, who organises the annual challenge for the 67-strong membership of independent firms. Previous events have included the Yorkshire Three Peaks Challenge and Striding Edge to Helvellyn.
Each of the challenges is overseen by a support team of mountaineering experts, although the next challenge on the agenda is more likely to demand the services of a professional diver, as a team of head office LawNet staff will be taking on the Winter Wolf Run in November, a 10k multi-terrain assault course with ice cold lakes, muddy forests and other energy-zapping obstacles.
LawNet chief executive Chris Marston added: “It’s great to see the determination and enthusiasm of the members taking part and I’m looking forward to watching from the sidelines when the LawNet team face up to the Wolf Run next month.”
To support their Challenge, visit the JustGiving page: http://bit.ly/1xkYvfd
Pictured:
Extreme Challenge Team Members on Scafell Pike, the second peak of the day (left to right):
Peter Greenlees of DNA Design, George Coombes of LawNet, James Couzens of Parrott & Coales LLP Brendan Rimmer of Sherwood Solicitors, Michael Frape of Ashton KCJ, Kirstie Johnson of Lamb Brooks LLP, Carolyn Snellgrove and Claire Hughes of Gamlins and Rhodri Roberts of Cullimore Dutton.
Gallery at: https://www.flickr.com/photos/lawnet/
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing, Direct line: 01400 251557 Mobile: 0797 3767602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet, Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet
LawNet was established in 1989 to enable a collaborative, non-competing national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 64 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £20m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places some £1.2bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK
Sector specialist announced as new head of LawNet
Chris Marston has been appointed as the new chief executive of member network LawNet, one of the leading providers of specialist support for law firms in the UK and Ireland.
He will start in the new role in July, taking over from outgoing chief executive John Thomas, who is stepping down after fifteen years at the helm.
A career banker, Marston is currently head of professional practices at Lloyds Banking Group, leading a team of specialist bankers, in a role that was established at his instigation. He is a member of the Law Society’s Law Management Section and recently participated in the ‘Survive & Thrive’ roadshows delivered by the LMS around the country. As well as a long history of working with the legal sector, he spent many years in commercial banking, working with owner-managed businesses of all sizes.
The appointment was made by the LawNet board, whose directors are drawn from firms within the membership of the network, which operates on a non-profit making, mutual basis.
In announcing the change at the top of LawNet, chairman Rob Salisbury, senior partner of Gamlins in North Wales, said: “John has led LawNet for the past fifteen years, during which time he has focused on continually improving member benefits, growth of the network and financial stability. He leaves a strong legacy and I know Chris is looking forward to the challenges ahead, ensuring the network continues to progress and grow.”
Retiring chief executive John Thomas said: “It has been a privilege to lead LawNet and see it develop and mature and it is comforting to be leaving it in very capable hands.”
Chris Marston added: “It’s an honour to step into John’s shoes and they are big ones to fill. I am looking forward to working with the central team and the membership to continue to grow the network.
“I’ve been closely involved with law firms throughout the recent seismic changes experienced by the sector. We’ve seen more change in the past 5 years than in the previous 100, so I understand the challenges, but also the need for commerciality. That’s where I’ll be focussed in driving forward the LawNet proposition in future.”
Marston will be working with LawNet’s head office central team, including Helen Hamilton Shaw, who continues in the role of director of services and Peter Riddleston, recently appointed head of learning.
LawNet currently comprises 64 member firms, with a combined turnover in excess of £250m that gives weight to the network’s buying power and its well-regarded professional indemnity insurance scheme. The network also gives members a route to ISO 9001 quality accreditation, a client service charter and free CPD training plus a host of flexible benefits.
ENDS
For further information, please contact:
Press information:
Maggie Taylor, Prima PR & Marketing
Direct line: 01400 251557 Mobile: 0797 3767602 Email: maggie@primapr.co.uk
Helen Hamilton-Shaw, Director of Services, LawNet
Direct line: 01926 834622 Email: hhamilton-shaw@lawnet.co.uk
Notes to Editor:
About LawNet:
LawNet was established in 1989 to enable a collaborative, non-competing national network where independent law firms could access big firm resources and benefit from collective purchasing, shared knowledge, best practice and expertise.
All members share a commitment to excellence and must achieve and maintain LawNet’s own ISO.9001 standard and the associated Mark of Excellence in client service.
The combined income of the 64 firms comprising LawNet is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £15m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, practice development, marketing and compliance. It currently places some £1.2bn worth of PI cover alone for members each year, which helps stabilise premiums for firms.
Twitter: @LawNetUK