LawNet raises the bar with new client service standard
See coverage at: http://bit.ly/12lLZ3A
Firms in the LawNet network have a new stamp of approval to help them stand out on the high street, with the launch of an audited client care mark that’s backed by the network’s ISO 9001 standard.
Law firm network LawNet has launched a ‘Mark of Excellence’ in client service that’s designed to give member firms a competitive edge.
The Mark is set out in a client service charter and will provide a nationally-recognisable and robust measure of quality to clients. Practice performance will be measured through a suite of tools especially designed for LawNet firms, including compulsory online satisfaction surveys, training and mystery shopping. Compliance with the mark will be audited as part of the LawNet ISO 9001 standard.
All LawNet firms must, as a condition of membership, achieve and maintain the network’s bespoke ISO 9001 standard, which was updated last year to include the requirements of LEXCEL and OFR. Now, the Client Care focus has been extended, to make it more immediately relevant to clients and help firms translate compliance into client service excellence.
The satisfaction surveys will be delivered through the Law League online portal, and will enable firms to benchmark themselves against fellow member firms and others nationwide.
The mystery shopping will involve eight samples each year, both telephone and walk-in, and is being delivered through the professional services division of Shopper Anonymous, who will also provide one to one feedback and in-practice training to support their findings.
Launching the Mark, chief executive John Thomas said “Our firms are always focussed on delivering excellence, but we recognise that in the new world it’s not enough simply to be an excellent legal adviser. How you look after clients is what makes a difference, and this Mark of Excellence will give firms the tools to focus on that internally.
“It’s not just lip service to client care, or badging something without substance, this is solid. It’s backed up by ISO 9001 and involves ongoing training, measurement and benchmarking. The audit systems are already in place and proven; this will be a simple add-on for firms that will drive real benefits.”
Firms with an established client service charter of their own, which is at least equivalent, can ask to have their own system accredited, but will be required to undertake the compulsory mystery shopping and online surveying.
LawNet board member Mark Hovell of Manchester’s George Davies added: “I think the Mark of Excellence gives LawNet firms a real opportunity to listen and learn from their clients and to steal a march on their competitors.”
At Lamb Brooks LLP, managing partner Ann Davies said: “This strategy for the future is just what we wanted to hear. I think the Mark of Excellence is a fantastic move, which is going to help all of the firms within LawNet to stand up to challenges facing the legal profession.”
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 £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
About Law League:
Law League was established in 2010 and is the UK’s leading benchmarking organisation for law firms. In 2013 we will host and analyse over 1.5 million individual questions.
Law League provides law firms with online surveys to monitor how they are viewed by their clients and staff. Uniquely, survey results are anonymously benchmarked. So, not only can a firm monitor its relationships with clients and staff, but it can see how well it is faring against its peer group across the UK.
Results are displayed in easy to view graphics which can be used to improve client retention, develop new business or attract and retain a motivated, efficient workforce all of which lead to increased profitability.
About Shopper Anonymous:
Shopper Anonymous are experts at offering the professional sector feedback through their extensive mystery shopping programmes. The company have franchised across the UK and have highly trained teams of mystery shoppers who have the ability to behave like a normal customer. The mystery shoppers then conduct a series of visits with tailored scenarios to all departments within the legal firm. The feedback is the most comprehensive in the mystery shopping sector. The franchisees are also highly skilled and trained at delivering quality training solutions as an outcome of the mystery shopping results to their legal customers. The company’s mystery shopping products measure the presentation of the office and staff, the customer service skills of the team and the sales skills of the legal expert. Shopper Anonymous is responsible for benchmarking the services standards of the Lawnet members through an on-going and extensive mystery shopping programme. The company has more than 18 years of experience working in the legal sector throughout Australia, New Zealand and the United Kingdom.
First firms complete dual ISO / LEXCEL accreditation
Members of the LawNet network are taking a dual approach to quality management to support compliance and cut audit requirements
Leading law firm network LawNet has become the first in the sector to offer dual quality accreditation to ISO 9001 and Lexcel standards, in a move designed to cut costs and resources for its members.
The LawNet dual accreditation route has been developed to offer firms efficiencies where Lexcel is a requirement in public funded work or for tendering purposes. All members of the network must achieve the LawNet ISO 9001 quality standard within 24 months of joining, with ongoing six-monthly assessments.
Now the firms can also opt for Lexcel assessment at the same time as their regular ISO audit, cutting audit times dramatically.
At Oxley & Coward Solicitors LLP in Rotherham, practice manager Peter Hedley said: “The Lexcel standard is becoming increasingly common as a requirement in tenders and we also wanted to avoid having multiple audits every year to keep our family and criminal legal aid work. We found the dual ISO/Lexcel audit process very easy and knowing we will have just two audits to manage each year is the real bonus. There were very few things in Lexcel that we weren’t already doing, but it helped us to focus on meeting the demands of the SRA handbook and OFR.”
Another firm that has achieved the dual accreditation is Parrott & Coales LLP in Aylesbury. Debbie Rymer, quality coordinator said: “We could not renew our family legal aid contract without Lexcel or other external auditing, and we expected that Lexcel would open the door to new work streams in the public sector and with other bodies that now demand this as a standard.”
She added: “We welcome audits because we use them to improve the way we work, but streamlining any audit process can only be good. “
John Thomas, chief executive of LawNet said: “One of our main objectives as an organisation is to help our firms deliver high quality legal services. We need to make things as simple as possible for them, so they can concentrate on fee earning.
“We are the only group that can offer dual accreditation in this way, with our dual accredited firms having just one audit annually for each accreditation. Devising the dual accreditation has been a complex process from our side, and it has taken some time to put it in place, but our firms will benefit as it will mean far less resources to achieve and maintain the standard, as well as giving another string to their bow in securing work.”
Thomas added: “A number of firms had been asking for this and it’s win win all round, as the Law Society will have more firms going for Lexcel accreditation, and they will be firms that truly understand quality.”
Also coming on line from LawNet shortly is an online portal designed to help firms manage the requirements of the SRA Handbook and Outcomes-Focussed Regulation (OFR) which has been described as providing real tools for firms to use day-to-day.
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:
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, business 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.
Each year LawNet delivers over 60 CPD accredited learning events at venues throughout the UK, covering a wide range of technical legal updates, practice management and business development topics, including a leading-edge strategic leadership and management development programme. All the learning days are CPD accredited, many are provided as a free service within membership, and the member-defined programme ensures that topics tackle key issues affecting that particular area of practice.
All LawNet firms must achieve ISO 9001:2008 LawNet Quality Standard certification within two years of joining, and securing and maintaining that accreditation is a condition of membership. Through a unique agreement with the Law Society, firms can also secure and hold the Lexcel practice management standard and benefit from a simplified dual auditing process for the two marks, with the independent assessment delivered through LawNet.
Twitter: @LawNetUK
Blog: http://thelawnetblog.wordpress.com/
Groups join forces to support solicitors in post-LSA environment
Two leading and long-established law firm membership groups have joined forces to provide their law firm clients with access to increased support in the post Legal Services Act environment.
360 Legal Group, which specialises in law firm management, structure and merger will provide acquisition and merger support to member firms of LawNet, a mutual and member-owned group which comprises independent law firms with between 6 and 39 partners and operates the legal market’s largest PI scheme. LawNet will reciprocate by providing 360 Legal Group members and clients with valuable support in quality, risk management and specialist training. Both sets of members will benefit from greater access to a large pool of potential merger partners, increased training, conference, event and networking opportunities and a vast choice of consultancy services.
Whilst both organisations will remain totally independent in their operations, they will be looking at ways to share resources, services and contacts to the benefit of their members. The organisations serve different audiences – with 360 Legal Group primarily working with progressive small to medium-sized law firms and LawNet working with mainly heavyweight independent firms – but both agree that there is huge potential to work more closely.
John Thomas, Chief Executive of LawNet says: “We are different organisations but both aim to ensure our members stay ahead of the competition, reduce costs, improve efficiencies and enhance profitability and we believe we can be stronger together. Working collaboratively, whilst retaining our individual identities, ensures our members enjoy the best of both worlds – the membership benefits and support they have always enjoyed, but with access to a greater level of contacts and services.”
“LawNet has built its reputation through the exacting standards placed on member firms, and is well aligned with our values here at 360 Legal Group, to be innovative, ambitious and forward-thinking.” adds 360 Legal Group Chief Executive Viv Williams.
cont …
“As the legal sector consolidates there will be merger, ABS and private equity opportunities for many. Others are looking to raise their game and build their business around “Brand Solicitor”. By sharing our expertise, knowledge and best practice we can offer an unrivalled level of support to help all members achieve their ambitions.”
Benefits to members are already being realised with LawNet firms taking part in 360 Legal Group’s February Merger and Consolidation Summit. The organisations are now focusing on new packages for those seeking to buy, sell or merge.
ENDS
Background Notes to Editors:
About 360 Legal Group:
Founded in July 2004, 360 Legal Group has become the largest membership organisation for legal businesses in the UK, growing steadily over the years in response to a growing need for efficiency and business skills amongst its members and the legal profession as a whole. It provides marketing, management and strategy solutions for law firms, helping lawyers to manage and market their practices more successfully as businesses, differentiate themselves from local competitors and overcome the challenges facing the profession. The Group also specialises in the merger and acquisition of legal practices.
Through its dedicated business consultancy service delivered through a nationwide team of advisors, 360 Legal Group further helps its clients on a one-to-one basis to recognise the sweeping changes being introduced by The Legal Services Act, understand the difficult and fast changing trading conditions in which law firms now operate and explore how to take advantage of forthcoming deregulation.
360 Legal Group members access free SRA authorised CPD seminars for an unlimited number of staff as part of membership, which starts from under £30 per month. Membership also includes a free practice review which revisits and updates business plans and objectives, an annual benchmarking report to enable members to get an overview of their organisation’s performance against other member practices, a quarterly e-zine to inform members about trends and developments in the legal sector, a telephone helpline and discounts of at least 20 per cent on all of 360 Legal Group’s consultancy services.
360 Legal Group, Tel: 01275 465540 Visit: www.360legalgroup.co.uk
For further information please contact:
Jacqui Southway Viv Williams
Jacqueline Southway PR 360 Legal Group
Tel: 01454 201869 / 07747 804703 Tel: 01275 465540 / 07879 999274
About LawNet:
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 £15m turnover.
Independent research shows LawNet is most highly valued by members for delivering in six key areas – training, networking, PII, business 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.
Each year LawNet delivers over 60 CPD accredited learning events at venues throughout the UK, covering a wide range of technical legal updates, practice management and business development topics, including a leading-edge strategic leadership and management development programme. All the learning days are CPD accredited, many are provided as a free service within membership, and the member-defined programme ensures that topics tackle key issues affecting that particular area of practice.
All LawNet firms must achieve ISO 9001:2008 LawNet Quality Standard certification within two years of joining, and securing and maintaining that accreditation is a condition of membership. Through a unique agreement with the Law Society, firms can also secure and hold the Lexcel practice management standard and benefit from a simplified dual auditing process for the two marks, with the independent assessment delivered through LawNet.
Twitter: @LawNetUK Blog: http://thelawnetblog.wordpress.com/
For further information about LawNet, 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
LawNet announces new online risk management portal
Specialist director appointed to lead compliance developments
LawNet is responding to the growing compliance burden by announcing the development of a new risk management portal for its members.
The online portal will help firms manage the introduction of the SRA Handbook and Outcomes-Focussed Regulation (OFR) and is described as providing real tools for firms to use day-to-day.
It will bring together various partners, including insurers, to lead firms through effective implementation designed to match up to the SRA requirements. It will be complemented through LawNet’s learning programme, with training and risk management consultation.
And the network has appointed a legal accreditations and compliance professional to head up and develop these services for members.
Jeanette Lucy joins from legal training provider CLT where she was qualifications and accreditations director for six years. She previously spent 15 years with the Law Society in professional ethics, and a spell in private practice, heading up compliance and money laundering for a regional firm.
“A major objective is to support firms in implementing the new requirements day-to-day. We see ourselves as being part of their compliance team, helping them develop the right processes and I am leading the development of the package that will help them in risk management, risk regulation, reporting, and recommendations,” said Jeanette.
She will also be heading up the network’s quality and accreditation and the major exercise of re-writing the LawNet quality standard, covering OFR, LEXCEL and the ISO 9001:2008 LawNet Quality Standard certification, which is compulsory for all LawNet firms. Members can now combine this with LEXCEL for an integrated joint accreditation review.
LawNet chief executive John Thomas emphasised the importance of Jeanette’s appointment, saying: “Risk management and compliance is the big issue for firms today. We intend to make it a simple process for them, allowing them to concentrate on fee earning. Jeanette has an outstanding track record in areas that are vital for us to deliver the right support for firms in the years to come.”
As director of learning and development for LawNet, Jeanette will also use her experience in developing training and accreditation for lawyers to develop the network’s free CPD training programme and other learning and development across its 28 specialist groups.
Jeanette took a law degree before making an early move into personnel management and from there to the Law Society, where she was involved in writing the practice rules, the accounts rules and the Guide to the Professional Conduct of Solicitors during her time in the ethics division.
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:
The combined income of the 68 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, business 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.
Each year LawNet delivers over 60 CPD accredited learning events at venues throughout the UK, covering a wide range of technical legal updates, practice management and business development topics, including a leading-edge strategic leadership and management development programme. All the learning days are CPD accredited, many are provided as a free service within membership, and the member-defined programme ensures that topics tackle key issues affecting that particular area of practice.
All LawNet firms must achieve ISO 9001:2008 LawNet Quality Standard certification within two years of joining, and securing and maintaining that accreditation is a condition of membership. Through a unique agreement with the Law Society, firms can also secure and hold the Lexcel practice management standard and benefit from a simplified dual auditing process for the two marks, with the independent assessment delivered through LawNet.
Twitter: @LawNetUK
Blog: http://thelawnetblog.wordpress.com/
Law firm network expands in south east
LawNet, the leading network for independent legal firms, has announced a further new member – Grant Saw LLP in south east London.
The firm is the fifth member to be announced in the last 12 months and the signing brings LawNet closer to its target of 80 firms in 2012.
Grant Saw provides legal services to a private and corporate customer base across south east London and the Docklands and has ambitions to significantly increase its share of commercial work.
“The major reason for joining LawNet was the opportunity it offered to grow, by learning from other larger firms, sharing resources and cutting our internal costs through group discounted services,” said managing partner Ray Crudgington, who also heads the commercial and probate departments. “We want to explore new ways of doing things and learn from others we respect. Best practice and customer service are both very important to us. We believe that if we do things well, the client will see the benefit.”
The firm secured Lexcel accreditation in 2007 but will now additionally work towards the LawNet ISO 9001:2008 quality standard.
Membership of the network is by invitation to those firms who fit the LawNet profile of £2m - £15m turnover and prepared to commit to securing and maintaining the LawNet quality standard, which is mandatory for all firms, with rigorous six monthly audits to ensure standards are held across the membership. Recently LawNet has reached an agreement with the Law Society to offer dual accreditation with the Lexcel mark, with reduced demand on resources through a special dual assessment programme.
LawNet chief executive John Thomas said: “We are well on track to achieve our growth plans in the geographic areas that remain to be covered through the network. We’re attracting members who can see the benefit of being part of something bigger. It’s not just about the discounted services, although cutting costs certainly helps everyone, but it’s about being focussed on strength through strategic growth.”
ENDS
316 words
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:
The combined income of the 68 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, business 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.