Trafalgar - The People Business

Do your Clients love what you do?

2013-05-13T12:04:00.000+01:00

Results from nearly 2,000 members of the public on their experience with UK law firms via the Law League survey system.

As the season for performance management increases - it is interesting to check just what your clients think of you. This survey is quite heart-warming - but don't get complacent!

YouGov Sixth Sense recently conducted a survey finding that just 20% of law firm customers were asked to complete satisfaction surveys in the last three years. Law League is a specialist survey and benchmarking firm, providing client feedback surveys to UK law firms. Questions cover Performance, Fees, Compliance and Marketing and each firm’s results are anonymously benchmarked against their peers’.

In a similar sized sample to the YouGov survey you covered, Law League took a snap shot of the survey system on 23 April 2013 and analysed data from 1,906 client feedback surveys.

Customers across the UK were asked a range of questions covering how satisfied they were with their legal representative, the clarity of communications, the speed of response to queries, how they were treated, the fees involved, plus marketing related questions such as why they instructed a firm, if they would recommend them and so on.

Key findings were:

• 76% said they were ‘very satisfied’ overall with the service provided by their law firm

• The top three areas of satisfaction were:
1. That the legal representative understood their needs
2. That the firm’s staff were friendly and approachable
3. That they were satisfied with their legal representative

• When asked how satisfied the customer was when it came to the firm providing ‘value for money’ results showed 87% satisfaction rating*

• Customers were least satisfied with their firm’s ‘speed of response’ (83% satisfaction rating*)

• Out of those who answered whether they would recommend their law firm to friends or colleagues, 98% said they would.

• The three top reasons for survey respondents using a firm were:
1. Recommendation by family/friend: 31%
2. Professional recommendation: 20%
3. Previous experience: 19%

• When asked why a customer would not use a law firm again, 20% said it would due to ‘Existing Relationship elsewhere’ suggesting that providing a better than average client experience could help to keep customers rather than see them use an alternative firm.

• Customers were also asked about the best way for firms to stay in touch. It may be of interest to law firms that 29% of customers who responded to this question indicated that Newsletters were a ‘Waste of Time’. The best way to stay in touch with these customers was via email with 50% saying that this was ‘Very Relevant’.

*These are satisfaction percentage ratings calculated by the weighting of the satisfaction scale of Very Satisfied/Fairly Satisfied/Neither/Fairly Dissatisfied/Very Dissatisfied/Not Applicable/Don’t Know. It indicates an overall score. The question ‘How satisfied were you with the speed of our responses to your queries?’ elicited an overall score of 83/100 for satisfaction.

If you would like to know more about Law League, and their clever client survey system, please contact us to speak to Andrew Roberts. 020 7565 7547.

happy days!

Frolic with the Fingask Follies - only a few tickets left!

2013-05-10T12:39:00.004+01:00

Have you got your ticket for this fun event??

Once again The Haven (Breast Cancer) is putting on a fabulous fun event, and we would love to have you join us.

Fingask Follies are putting on for us on an evening of songs, music, humour and fun at the Polish Club (Exhibition Road) where we will have dinner in the interval on 6th June from 7pm.

All very civilised: £85 per ticket gives you a drink before the show, a 2 course dinner, wine and coffee and with lots of other wonderful people watch a fabulous show.

Do please email Patricia if you would like an application form: patricia@trafalgarpeople.com and you can buy tickets online, or by cheque.

SEE YOU THERE!

NEW: Partner Roles and Careers - masterclass: 23rd May

2013-04-17T14:15:00.000+01:00

Just launched is a small Masterclass being run by the Ark Group on Partner Roles, how to build careers, tapping into being an NED, Trustee and all that goes with this.

Based on the book written by Patricia, published by Ark in August 2012 (researched and written in the Spring 2012)this Masterclass aims to explore what the options and appetite are for law firm Partners to take an active part in their own and each other's longer term careers. Topics covered will be succession, remuneration, opportunities, how to start, what the blocks are - and how to overcome them.

For more details follow the link: Ark Master Class

Using the JAWS principle - on Video!

2013-03-27T12:02:00.000Z

Build your profile with VIDEO!

We all know the old adage about communication:

- tell 'em you are going to tell 'em;
- tell 'em;
- tell 'em you've told 'em.

You will, I am sure remember the film JAWS, which used this principle repeatedly with the music:

- first we hear the drum beat of the approaching shark - with just the fin showing;
- as the shark attacks, there is the crescendo of sound, swirly water and blood;
- then as the water calms, we see the bitten off leg float to the surface, there is the calming music of apparently tranquil water!

Now you can use video to create a multi-sensory effect in all your communications with clients, suppliers, colleagues and staff by going to the Talking Edge Studios. Check out this link and see the special offers and applications. (Hopefully your message is more tranquil - but dont forget the 3 principles.)

There is a presentation skills training and preparation package you may be interested in.

The Haven: Fingask Follies, 6th June 2013

2013-03-25T11:24:00.000Z

Once again The Haven (Breast Cancer) is putting on a fabulous fun event, and we would love to have you join us.

Fingask Follies are putting on for us on an evening of songs, music, humour and fun at the Polish Club (Exhibition Road) where we will have dinner in the interval on 6th June from 7pm.

All very civilsed: £85 per ticket gives you a drink before the show, a 2 course dinner, wine and coffee and with lots of other wonderful people watch a fabulous show.

Do please email Patricia if you would like an application form: patricia@trafalgarpeople.com and you can buy tickets online, or by cheque.

SEE YOU THERE!

There is No New Normal

2013-03-21T10:58:00.000Z

If only things would stay the same? Really?

Well then we would stay in recession till the end of our days - so dont let's wish for that. Businesses need to refresh, reinvigorate and reinvent themselves to pull up and out of this economic mire. To do that we need to be innovative leaders, role models: setting the Tone always starts at the Top!

Attached is a recent blog published on MPF website which I wrote: There is No New Normal, so maybe it will give you some ideas: let us know if you need some additional help.

Leadership & Collaboration in professional firms survey

2013-02-21T09:18:00.004Z

How good are you at Leading?

Altering the behaviour of your clients and people is always a tough challenge, but leadership and collaboration are far more flexible. MPF is therefore delighted to be collaborating with Michael Watkins of IMD, Heidi Gardner of Harvard Business School, Rohit Talwar of Fast Future (whom we have known and worked with for many years)on a major global survey into the importance and effectiveness of leadership and collaboration in the professions.

This unique survey is designed for self-assessment, for you to assess the effectiveness of your leaders, and for your ‘followers’ to assess you. As responses are anonymous and everyone is being assessed on a no-names basis, it’s not 360 feedback. However, gaining awareness of best practice should be hugely valuable in assessing your firm’s relative performance, and in identifying aspects of leadership and collaboration that could be improved.

It’s an open survey that takes no more than FIVE minutes to complete, with a universal link at https://response.questback.com/pmi/leaderteamsurvey2013/

All responses received before noon on 27 February 2013 will be analysed and presented by Michael, Heidi and Rohit at the MPF International Management Excellence Summit in association with Harvard Business Review and the Financial Times, supported by Barclays, AON, Managing Partner Magazine, RR Donnelley and Thomson Reuters taking place in London on 6 March 2013. A free copy of their findings will also be available to all interested respondents, and may form the subject for a future HBR article and/or MPF Report.

Finally, before you start the survey, please forward this email to at least two of your trusted ‘followers’, encouraging them to complete it on you. Or, if you prefer,circulate it to everyone at your firm with a leadership responsibility.

Do consider attending the Summit too - well worth it.

Support The Haven - Thrilling Blushes Cabaret Dinner 30th April

2013-02-05T10:00:00.000Z

The Haven was set up over 10 years ago to help those who suffer from Breast Cancer and dont get the help they need in terms of emotional, nutritional and personal help. We have to raise many millions each year to be able to offer visitors healing respite: your help is needed.

The Blushes Cabaret Dinner - to be held on 30th April is a wonderful and fun event, so why not bring a corporate table?

Last year many of you supported us at the Physic Garden Drinks party in June and we raised over £70,000 through generous sponsorships and nearly 500 of you coming along to have a wonderful fun evening.

Giving can be fun - espeically if you know you are supporting an important cause. Do get in touch if you would like to support us directly.

Defence Experts wanted - Barristers & Solicitors! Do you fancy a change?

2013-02-01T12:00:00.000Z

Over the years the army has supplied a wealth of fabulously experienced and disciplined CEOs, COOs, Practice Managers and Directors - and now the trend needs to switch! The Army wants lawyers!

With firms pushing harder for more corporate structures, performance management and development driving performance up to maintain profitability during these tough times, it may for some, just no longer be the right environment. The question is, would working in the Armed forces be any less tough?

Are you: fit, dynamic, motivated, intellectually versatile and have the right leadership qualities to be a British Army Officer?

look no further: read this advertisement!

No timesheets, lots of leadership development - maybe this is the time to take a sabbatical out of private practice, or the public sector and do something different, travel the world and then come back to the firm!

Good luck!

The Third Billion - Women are fastest growing economic force

2013-01-30T16:56:00.000Z

Chrstine Lagarde at Davos has been setting out the case for businesses and economies to recognise the power and importance of women. Companies are learning that when they support women as customers, employees, leaders, future investors, and partners—both their businesses and communities win.

'In recent years, investing in women has become more than inspiring rhetoric or good PR for a company. It’s now becoming a core business strategy yielding quantifiable returns' she said. As Secretary of State Hillary Clinton explained at an Asia-Pacific Economic Cooperation meeting in 2011, to “achieve the economic expansion we all seek, we need to unlock a vital source of growth that can power our economies in the decades to come.” By “increasing women’s participation in the economy and enhancing their efficiency and productivity,we can have a dramatic impact on the competitiveness and growth of our economies.”

"Women are already the most dynamic and fastest-growing economic force in the world today.” Read full article here from The Daily Beast.

So what steps is your business taking to embrace these philosophies - in the UK? Are you members of the 30% Club? Do you have selection criteria for progression to leadership roles that make it workable for women as well as men? What is your attitude to this latest debate?

email us!

Are you Diverse enough – how do you know?

2012-11-22T16:00:00.000Z

The Equality Act 2010 has become the framework for diversity understanding in the workplace. Every employer and organisation is responsible for maintaining a level of good practice; hanging over them is a serious threat of tribunal compensation and other legal expenses. So why don’t you do this because you want to – not because you have to?

Far greater benefit can be derived from following an equalities agenda than purely legislative compliance.

- It can support your business development and CRM strategies: do your partners and staff sufficiently reflect the depth and breadth of clients – existing and prospective?
- Are you wasting time, effort and resources in poor recruitment and promotional criteria – that result in you failing to deliver quality legal services?
- Are you confident you have no unconscious bias in all your dealings with partners and staff, through your performance management and remuneration?
- Do leaders and managers use emotive language – and how do you handle those incidents that could lead to grievances and complaints?

Getting this right is the benefit of an holistic and integrated Diversity Strategy. The SRA have given law firms till the end of September to submit diversity data about staff to improve transparency and diversity in the legal sector. How will you do this effectively?

At a recent Diversity for Law Firms seminar we discussed all these and many other areas with HR professionals from a range of sized law firms. If you would like to check whether you are on track, or would like to explore deeper implementation, contact us and either Michael Lassman and / or Patricia Wheatley Burt and we will come and discuss this with you. Contact us at patricia@trafalgarpeople.com .

Don't Laterally Hire your Partners - Mr Worthington?

2012-11-20T09:30:00.000Z

Have we seen the end of the boom in Lateral Partner hiring?

Mark Brandon, of Motive Legal who has been tracking the successful and not so successful hiring patterns within the legal sector for the past 5 years has produced a recent summary that might prove salutary reading. http://www.motivelegal.com/index.php/2012/09/has-the-lateral-partner-market-peaked/

Making sure your lateral hires stay with the firm - certainly at Partner level, requires not only a thorough selection process, including using psychometrics, but also integration coaching and performance mangement that will ensure you get the right person, delivering in the right manner. It doesnt have to end in tears.

100 Drivers of change for professionals - do you match up?

2012-11-12T08:30:00.000Z

Trafalgar has a long standing relationship with Fast Future a research and consulting firm specialising in studying the future of business and professional services. They have published two new studies which may be of interest to our readers:

100 Drivers of change for business and the accountancy profession

In September 2012 the global accountancy organisations ACCA and IMA published a study completed by Fast Future on 100 drivers of change that could shape the next decade. The research explores the possible evolution and impact of key drivers in the areas of economy, politics and law, society, business, science and technology, environment, energy and resources and examines the implications for the practice of accounting. The findings are of equal interest to all the professions as they raise key questions about how to evolve professional service firms in the decade ahead. The report is presented in three parts:

A five minute executive summary of the key findings and implications for business and the accountancy profession. http://slidesha.re/VQ2MqX

The full study report which examines the drivers and their implications, explores the resulting key imperatives for business and the accountancy profession and then presents four possible scenarios for how the role of the accounting function in corporations could play out in the next decade. http://slidesha.re/W22xrB

An appendix describing each of the 100 drivers and their implications for business and the accountancy profession. http://www.slideshare.net/fastrohit/acca-drivers-of-change-appendix-100-drivers

Financial and Business Planning - Ark Conference

2012-11-05T08:30:00.000Z

"The firms that will thrive in today's market are those who apply new thinking to old issues. This conference, now in its eighth year, offers the best of both worlds – a strong track record in discussing key financial planning techniques and fresh thinking from firms that are taking advantage of the challenging and changing market conditions as an opportunity to take a new approach to traditional financial issues." says Alan Hodgart, Huron Consulting, who will be speaking at the Ark conference on 6th December at the De Vere Buildings, London.

Managing Partner's 8th Financial and business planning for law firms conference has been remodelled this year to provide you with strategic insight into the wider changes that you need to be aware of when devising your business plan. It won't just give you the techniques you need to build a financial plan. It will give you the techniques you need to build a financial plan in 2012-3, in this particular, unique and uncertain market. There are many excellent speakers including for the first time this year, Patricia Wheatley Burt, who will be sharing insights gained from her research into just what the changes in structures could result in in career paths. Is retirement an out-dated concept, do we have to train your lawyers differently - this will be an interesting and challenging area to be covered. for more information and to your place at this Conference check out this link.

Review of PWBs Report on future career options fo Partners

2012-10-30T08:30:00.000Z

Sales of the Report: The Role of a Law Firm Partner in a Changing Legal Market (published by Ark) are going well - and here is a review that might help you to decide to buy the report. Review of PWB's latest Report on Partner Careers. Do contact us or Ark to order your copy.

The challenges firms face is how to develop their trainees and lawyers so that they will be powerful and effective partners for the future. With diverse structures, including holding groups that may contain a traditional law firm, a consultancy offering general business advice, a 'shed' for the mass production of legal services as well as an online business mean you will need different skill sets and experience to lead each one of these.

Other firms are facing up to this challenge and re-defining their skills programmes - what are you doing?

Diversity - how to make it work: 21st November, London

2012-10-26T09:30:00.000+01:00

The SRA have given law firms till the end of September to submit diversity data about staff to improve transparency and around diversity in the legal sector. The masterclass, being run on 21st November, in London, will help you use the mandatory diversity data to identify and develop a strategy for areas with scope for improvement. Michael Lassman and Patricia Wheatley Burt will cover how to:

Increase the understanding of the impact of difference (beyond diversity) on workplace behaviour and responses in a law firm
Assist you with moving your team and firm to the next level of diversity competence and understanding
Demonstrate how the Equality Act 2010 is only the foundation upon which diversity best practice can be built so that all partners and stakeholders are fully aware of this
Understand how by following a positive diversity agenda firms can improve all elements of their function, resulting in improved partner, fee earner and staff relations, increased productivity and efficiency and enhanced bottom-line outcomes

To book your places: go to the link and register NOW

Is Partnership Dead - Stephen Mayson comments

2012-10-23T12:26:00.003+01:00

Stephen Mayson comments on law firm partnerships – is it a Grand Delusion? With all the suggested structural changes (ABS) that are slowly coming to light, maybe there is some truth in his comments. However, based on research I have undertaken, I believe that there is plenty of room for genuine partnership – what do you think?

Check out the full article on his website under occasional thoughts: www.stephenmayson.com.

Singapore, MPF, FT.com and Trafalgar:

2012-10-22T18:02:00.000+01:00

We are holding a Managing Partner Round table discussion on 15th November (contact us if you would like to be included) and on 16th November, a breakfast presentation on the outcomes of the 2012 MPF/FT Survey on Client Feedback.

Clients expect to be advised by demonstrably well managed professional advisers: would you match up? Here is the link to the online invitation: http://tinyurl.com/singaporeNov12 - sign up now!

How to Keep your Career on Track – as a Partner

2012-09-26T08:20:00.000+01:00

With all the past, current and future changes to law firm structures, being a Partner is not the same career path as it might have been even 10 years ago. The Role of the Law Firm Partner in a Changing Legal Market features insightful case studies, analysis and guidance on the most pertinent issues facing partners in the current legal market, globally. The book is published by Ark with an exlusive £100 discount if you reference it to this Blog: but HURRY, the offer ends on FRIDAY 28th September, 2012.

TIMEOUT'S 100 BEST DISHES

2012-07-11T17:16:00.000+01:00

"Of all the balls we’ve bitten this year, these are the best." TIMEOUT

We were delighted with the news that the Cinnamon Soho's, one of our clients, infamous ‘Balls!’ menu made it into Timeout’s 100 best dishes. Have you tried them yet? With the choice of Crab Cakes, Potato Bondas, Vegetable Shikampur, Beef Shammi Kebab and Bangala –Scotch Egg, all encased in a mouth-watering variety of batters and served on delicious chutney’s, there’s definitely something for everyone!

£4.00 each or £8.80 for a selection.

Law League's New OFR System

2012-07-11T11:47:00.000+01:00

SSG Legal, one of our associates, have developed a new OFR system that is very simple but an excellent way to show compliance.

Launched last year, they now have almost 100 member firms who are increasing their profitability by using Law League to:

• Comply with new OFR regulations by showing good practice in adhering to 4 of the 10 principles

• Compare – Benchmark their results easily against their peer group to see where relative strengths and weaknesses lie

• Control - Use real time feedback on the health of client relationships and see which departments are doing it right and which are not.

• Connect with clients in a fully branded and professional manner at the end of a transaction.

• Cut Costs - if a firm is asking for feedback, at £100/month Law League saves money in postage and admin. If a firm is not currently asking clients for feedback, they will need to do so to comply with OFR, and so again Law League will save money.

For more information go to www.law-league.com, and then scroll to the bottom of the page there is a link where you will be able to find more information.

Alternatively you can contact Andrew Roberts of SSG Legal on: 01373 814764

Silk Road

2012-07-05T15:52:00.001+01:00

There was much scoffing at the bar when The Lawyer revealed that six silks from 4 Pump Court were to join a new venture in Hong Kong aimed at attracting arbitration instructions.

Yet just weeks later One Essex Court and 39 Essex Street have announced their own Singapore launches. The South East Asia markets are a lucrative outpost for London’s barristers, it seems.

For the full article, please click here.

LawNet Partners' Masterclass Training

2012-07-03T17:31:00.001+01:00

Partners from LawNet firms recently attended the annual masterclass over a two day retreat in the tranquillity of the Warwickshire countryside.

It gave partners valuable time to consider the strategic options for their firms in challenging times - how to improve firm finances and profit, the big issues of leadership and succession and the marketing and business development options to remain successful.

These key messages were considered by an impressive speaker line-up including Nick Jarrett-Kerr, Patricia Wheatly-Burt, Keith Harper, Barry Wilkinson and Simon White.

Some of the comments on Patricia's discussion include: 'Very well organised, good discussions & great fun.'

For more information please click here.

ABSolutely Fabulous: A study of Alternative Business Structures and their role in a changing legal market

2012-07-03T16:39:00.000+01:00

Alternative business structures have arrived, giving existing firms and new entrants to the legal sector a fresh option for including non-lawyer owners and managers. Fox Williams has been at the forefront of developments in the ABS arena. Following on from the Big Bang Report, on Tuesday they launched a new report, ABSolutely Fabulous, exploring attitudes towards ABSs now that they have become a reality.

At the launch, a panel of speakers discussed the implications of the report’s findings. The panel included Tina Williams of Fox Williams, George Bull of accountancy firm Baker Tilly, Steve Arundale of RBS, Neil Kinsella of Russell Jones and Walker (part of Slater and Gordon and among the first ABSs authorised), Anthony Bellau of private equity house August Equity and Adam Shutkever of Riverview Law, an innovative law firm which involves barristers and solicitors, but which is not (as yet) an ABS.

The overriding theme of the panel’s discussion was that ABSs must be assessed in the context of a firm’s strategy, rather than a defensive move or to take advantage of short-term tax or investment gains. The panel viewed access to finance as the key driver to conversion for ABS, with incentivisation and enhancing brand as realistic aims of conversion. It noted that structural change was already happening in the UK legal market, with ABSs being one of a number of responses to this change. Although some firms have identified the real benefits of moving to ABS, many continue to hold unrealistic assumptions about what ABSs can bring.

For the key findings from the report and to access a copy of the report click here.

If you would like advice or support in connection with this issue, please contact

Tina Williams (cjwilliams@foxwilliams.com),
Doug Preece (dpreece@foxwilliams.com) or
Daniel Sutherland (dsutehrland@foxwilliams.com).

Crowe Clark Whitehill 2012 Survey

2012-06-25T09:17:00.002+01:00

The Crowe Clark Whitehill 2012 Solicitors' Benchmarking Survey opens on the 19th June. See how your firm performs against competitors and learn more about the overall market performance. Register you interest in the survey at ppg-survey@crowecw.co.uk or join their LinkedIn group – Crowe Clark Whitehill Professional Practices Forum