It is concerning to see the amount of abuse that conveyancers have been encountering problems with clients during recent times. A brief examination of LinkedIn is ample evidence of the unreasonable
It is concerning to see the amount of abuse that conveyancers have been encountering problems with clients during recent times. A brief examination of LinkedIn is ample evidence of the unreasonable stance taken by many clients.
Having experience as a “combat conveyancer” over the years, and having heard from practitioners on numerous occasions about problems with clients, I have a number of suggestions to make.
Firstly, when onboarding clients, it is imperative to set realistic client expectations. Firms are very good at advising clients what they are going to do but are they clear from the outset what they will not do.
Secondly, do firms emphasize what clients should do to protect themselves? Issues such as the requirement for surveys and client inspections needs to be highlighted.
Thirdly, effective communication is paramount, and here in particular, setting realistic client expectations is critical.
Finally, it is imperative that firms have robust complaints policies so that formal complaints can be dealt with effectively, but in addition, fee earners must be able to handle complaints at the outset.
Frequently the original complaint leads to further complaints about the process. The initial management of a potential complaint can nip the problem in the bud.
Given that these problems are commonly encountered, I am delivering a free webinar on 09 August 2021 at 11am during which a number of these issues will be explored. The webinar will be recorded for anyone that is unable to attend.
(Monday) 11:00 am - 12:00 pm
IQ Legal Training