On 20th September, our residential conveyancing department won the North West Conveyancing Firm of the Year Award at a conference and awards ceremony held by the Law Firm Services.
The conference and awards were attended by over 400 people and was held at the Vox Centre, Resort World near the NEC in Birmingham. The attendees comprised of professionals who really drive the world of conveyancing forwards, spanning from specialist IT case management providers, client service experts, risk management specialists as well as specialist conveyancing lawyers and managers.
The awards are split into 6 regions across the country.
The judging process is tough; there is an application to complete, an interview, analysis of our client care information, together with conversations with our clients regarding the level of service they experienced. A number of our clients were contacted directly and discussed the level of service they had received from us, during their conveyancing matter.
Quotes were also obtained through ‘mystery shopping’, as the judges like to experience firsthand how we welcome clients and assist in providing information about our service and fees.
We entered the award hoping to win, but also hoping to learn further from the experience.
The award has really motivated our staff and helps them to believe that the service we provide to clients is of the highest quality and that we do put clients at the heart of what we do.
The Judges comment below really encapsulates what we are trying to achieve as a firm:
“This firm is extremely staff and client focused and this showed in the application and Shopper Anonymous client feedback scores. Great IT department constantly keeping up to date with the changing times. This firm is adaptable and ready for the challenges and changing times to come.”
Ultimately, we are here to help our clients navigate the (often stressful and emotional) experience of moving house. We are not looking for a pat on the back or to dazzle our clients, we are looking to make the process as easy as possible and meet our clients’ expectations and be a helping hand.
We are also looking forward to receiving further, more detailed feedback from the judges in relation to our client’s comments and also in relation to the paperwork we send on to our clients. All feedback is good, as we constantly endeavour to meet our clients’ expectations and alter the way we work – IT wise or communication – wise, with our clients. Although we will celebrate, this is not a time to sit back, it is actually a time to build on the great team we have in place and try to make our service even greater.
Click here to view a short video by the awards sponsors, Groundsure, on the ceremony and what the winners had to say.