We are lawyers, not magicians

Some clients think that telling their lawyer to do something is the same as it being done Sometimes, this is mere bullying. Perhaps the client has watched too many Hollywood films, and thinks shouting at subordinates is the way to motivate them – “I want [this impossible thing] done by close of business or you are fired!” In those cases, all I can say is, “Good...
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What is client care all about?

A convenient – if probably incomplete – way to assess the quality of client/customer care being provided by a business, including a legal services business, is to consider four elements – – Competence – Confidentiality – Commitment – Courtesy Competence almost speaks for itself, but includes not taking on work outside one’s area of competence....
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Commoditisation -v- the old-fashioned “family solicitor”

In The Private Patient, the author – P D James – several times includes an assumption that “people of means” will have a permanent solicitor – a family solicitor – who knows their background and previous dealings, and can give a broad range of advice and information. While this used to be the case – and is a useful means for fictional detectives to find...
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Lawyers are rubbish …

… well, too many of them are, anyway. We often wonder why we get so many irrelevant or unnecessary additional enquiries from buyers’ conveyancers (including solicitors). In the last couple of weeks, the answer has dawned on us: not only have they not read the paperwork we already sent them – they don’t care. They want us to answer their own standard questions; they then...
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Adding value

I am told by those who know more about this sort of thing than I do – marketing people, mainly – that the “value dimensions” of a business depend on it displaying one or more of the following – product leadership operational excellence customer intimacy True or not, it provides food for thought Product leadership Hmm … that’s a difficult one for lawyers,...
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9 ways to choose a lawyer

Some thoughts on how to choose who should handle your legal work for you – mainly focused on residential conveyancing, but of  relevance to other fields as well: 1. Listen to personal recommendations: If you are moving home, speak to friends and family who have moved home recently. If you have a commercial transaction or need other business-related legal help, speak to your...
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