IBB Solicitors Wins Prestigious Award for Outstanding Client Care
28th October 2011
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. Each firm has an exclusive geographical operating area to enable collaboration. The combined income of the 68 firms, comprising LawNet, including IBB Solicitors, is currently in excess of £250m – equivalent to a UK Top 15 law firm – with members ranging from £2m to £15m turnover.
Client care is fundamental to IBB Solicitors’ firmwide strategy and has been both reviewed and improved in the past 12 months. A dedicated Client Care Manager, XX, was appointed in July 2010 to ensure client care sits at the heart of everything IBB Solicitors does. Merely ‘satisfying’ clients is not enough at IBB; staff are encouraged to ‘delight’ clients.
As a result, client care is incorporated into induction and transition programmes at IBB Solicitors and the exceptional standards are reinforced and supported through ongoing learning and development for all staff. There is a rolling 12 month programme of face-to-face interviews with key clients, conducted by Managing Partner Steven Booth. Feedback is given on overall team performance, communication, quality, value and satisfaction and this is filtered back through the team. Both online and postal surveys are conducted every 18 months with a selection of clients about service, communication, people and relationships.
This high level of client care is reflected in feedback. Last year, 83 per cent of clients indicated that ‘IBB go the extra mile’ while 90 per cent said ‘overall the quality of communication was excellent’. Another 81 per cent said they received ‘value for money’.
Steven Booth, Managing Partner at IBB Solicitors, said:
“This is great news for the firm and reflects the efforts we have put in to improving client care programme. It is always great to get recognition for excellent standards and we hope to keep improving on this strategy in the future. I would like to congratulate my colleagues for all their hard work and continued dedication to their clients and to the firm – without them this success would not have been possible.”
From left to right: The Rt Hon Michael Portfolio, Mark Lewis - IBB Solicitors, Derek Jones - Acuigen and Helen Hamilton-Shaw - LawNet
Back row from left to right: The RT Hon Michael Portfolio, Mark Slate - Fidler & Pepper Solicitors, Matt Slade - Fidler & Pepper Solicitors, Mark Lewis - IBB Solicitors, Andrew Grosvenor - Clarkson Wright & Jakes Ltd, Duncan Jackson - Buckles Solicitors LLP and James Maxey - Buckles Solicitors LLP
Front row from left to right: Mark Hobell - George Davies Solicitors LLP, Golleen Gostick - Buckles Solicitors LLP, Helen Hamilton-Shaw - LawNet, Amanda Mehlin - clarkson Wright & Jakes Ltd and Derwent Campbell - Mogers Solicitors LLP
For more information contact:
Claire Scott, Byfield Consultancy, 020 7092 3981
Notes for editors
1) IBB is recognised in the Legal 500 as a South East regional heavyweight.
2) The firm has main offices in Uxbridge and Chesham (Bucks). It is a full service law firm handling complex legal work for both businesses and individuals across four main practice areas — Real Estate, Corporate & Commercial, Private Client and Community Legal Services.
3) The private client office at Chesham offers a wide range of services to high net worth individuals, their families and businesses, including: family and matrimonial; residential conveyancing; wills, trusts and probate.