Understanding Clients
Have you ever approached a solicitor without any apprehensions — an apprehension that is as wide as is deep when comes to Solicitors understanding their clients or customers rather as they see them? And in case if you are perplexed then here is a little insouciance to cheer you up.
Francisco Xavier Rodriguez-Purcet, Managing Director, Case To Answer says, “When clients approach a law firm or a solicitor all they look forward to is just peace of mind once after having explained their concerns to the solicitor. But what happens, in reality, is that there is a glaring lack of synergy between the client and the solicitor for the latter nearly always focuses on what she/he wants to do.” Law firms like any corporate, act on enlightened self-interest. As you know Solicitors’ first and foremost task is to provide service to their clients and the approach in doing so should be geared towards meeting client needs. This involves listening and taking time to understand their individual concerns. Since solicitors can’t expect all their clients to have a detailed knowledge of the law, it is imperative that they’re able to explain matters in terms their clients understand rather than using overly technical jargon. Try as I might I could never fully understand, let alone comprehend the process they undertake. So where does all this leave a layman like me? A number of questions start popping up: Have I approached the right person? Would I be treated as a client or as a customer? How much is this going to set me back? And finally, it boils down to the moot question: how should a law firm treat its clients?
When clients approach a law firm or a solicitor all they are looking up for is a solution — a holistic one and not a silo-based approach — a simple solution to their concerns or problems. They simply don’t understand what the process is, how long it takes; how the fees are calculated, and so on so forth. They don’t want to get to the gory details of all this. They just need a solution! Let me end this blog by hoping that the next time you are at a Solicitor’s, your problems are approached holistically!