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Wildy’s Book News

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Vol 23 No 4 April/May 2018

Book of the Month

Cover of Williams, Mortimer and Sunnucks: Executors, Administrators and Probate

Williams, Mortimer and Sunnucks: Executors, Administrators and Probate

Edited by: Alexander Learmonth, Charlotte Ford, Julia Clark, John Ross Martyn
Price: £295.00

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UK Public Holiday Monday 28th May

Wildy's will be closed on Monday 28th May, re-opening on Tuesday 29th.

Online book orders received during the time we are closed will be processed as soon as possible once we re-open on Tuesday.

As usual credit cards will not be charged until the order is processed and ready to despatch.

Any Sweet & Maxwell or Lexis eBook orders placed after 4pm on the Friday 25th May will not be processed until Tuesday May 29th. UK orders for other publishers will be processed as normal. All non-UK eBook orders will be processed on Tuesday May 29th.

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Excellent Client Service

ISBN13: 9781853287770
ISBN: 1853287776
Published: February 2003
Publisher: Law Society Publishing
Country of Publication: UK
Format: Paperback
Price: Out of print

Giving good service to clients is one of the most cost-effective means of marketing your firm and building a good reputation. In today's increasingly competitive market, it is a vitally important way to differentiate your firm and to build client loyalty.

Excellent Client Service gives in-depth practical guidance on the issues that partners must understand, address and manage to deliver high quality services consistently and profitably. Written by an experienced solicitor and management consultant, all aspects of practice management touching on client service are covered including:

  • understanding what creates value for clients, both in terms of service delivery and value for money
  • achieving a client orientated culture and motivating staff to accept change to give a service that meets clients' needs
  • selecting appropriate ways to monitor clients' views and actually implementing service improvements
  • developing effective risk management and complaints handling strategies.

Legal Practice Management
1. Introduction, 2. The role of client service in marketing, 3. Client's perspectives - what's important to them, 4. The solicitor-client relationship, 5. Value for money, 6. Managing expectations, 7. Risk management, 8. Client service as part of the bigger picture, 9. Motivating your partners and staff, 10. The external perspective: What your client's really think of you, 11. Research to actual improvement, 12. Continuous improvement, 13. Complaint's handling