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.
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/