The key pillars of our client handling methodology are as follows:-
- 1. Understanding the client’s requirements
- 2. Flexibility
- 3. Responsiveness
- 4. Client up-dates and meetings
- 5. Customer Satisfaction
- 6. Transparency
- 7. Avoiding Conflict of Interest:
- 8. Legal Costs
Understanding the client’s requirements:
We take care to understand the client’s requirements. Therefore we hold regular consultations with the client on telephone and through meetings. We endeavour to understand our client’s mandates and business and therefore quickly become “experts” in the particular line of work of our clients. This is assisted by the fact that we have a stable relationship with our clients. Typically our relationship with many of our clients has been stable for up to ten years.
Flexibility:
We are flexible and can respond to the client’s request for a meeting at short notice. Where a matter is urgent in order to meet the client’s requirements we are ready to work outside normal hours and on weekends to meet deadlines.to ten years.
Responsiveness:
We regularly provide client briefing by telephone and regular written reports as required by the client. We also provide “extra” service to our clients on requirements that are incidental to the main brief (such as commissioning of documents and drafting of affidavits) etc without extra charge. Where an issue arises in regard to the quality of service offered the partner in charge is on standby to address it to the satisfaction of the client.
Client up-dates and meetings:
Each time there is a development we update the client by phone on email followed by a letter. This includes whenever there is a court appearance. Periodically as agreed with the client we give monthly or quarterly updates.
Customer Satisfaction:
We have a high success rate, which stands at 95 % of all our cases. Most of our clients are long term and have been with us for ten years or more. There is a high level of client satisfaction with our work.
Transparency:
We maintain strict financial accountability and transparency. We account for client monies through internal accounts system backed up by an external Accountant who cross-checks the accounts of our internal accounts clerk and provides back up support. We also have an external Auditor who annually audits our books. Therefore our firm has never faced a complaint to the Advocates Complaints Commission or the Disciplinary Committee of the Law Society for financial impropriety.
Avoiding Conflict of Interest:
We have a deliberate strategy of not acting against corporate and more particularly state corporations who form the bulwark of our client base. We act for only small number of individual clients. This has enabled us to minimize conflict of interest. And when an issue of potential conflict arises we promptly notify the client. Therefore our clients have a high confidence in us.
Legal Costs:
We endeavour to mitigate legal costs to the client and often mimimize the impact of legal costs to the client by recovering the bulk of our costs from the losing party rather than from our client. Given that our success rate stands at about 95% many of our clients have found that our legal services have not been costly to the client at all.
