Welcome back from what I hope you will agree was a great time in Oxford, both to learn and to meet with colleagues.
I felt the focus of the Symposium at our stage of evolution was perfect. As I mentioned in my closing talk, when we set out, in order to be noticed we had a choice of being different or being the best. It is always hard to be the best. But now as we close in on becoming a 100 partner legal practice and a growing consultancy practice and social business and an entrepreneurial venture capital practice and we are about to launch a young law firm, we will continue to innovate but we must also begin that journey of being the best. The weak link of our competitors is client service.
The business model of traditional law firms does not lend itself to an intense focus on improving client service as their lawyers focus on increasing and hitting their chargeable hour targets. Just like you and I, our clients judge client service not against other law firms but against the best service they enjoy e.g. Amazon or Apple. The concept of WOW which Chris Daffy spoke so well about is what we all should be striving for. Our main priority this coming year is to become renowned as a firm for brilliant client service – with the help of each of you.
We adopted our client service golden habits at the Symposium and over the next few weeks I will explore each one and try to explain why they are so important. Please don’t wait to begin to implement them. I hope that they are propped up in front of you on your desk as you read this. I have attached them just in case you haven’t got them.
Our consistency across our business is our brand. By implementing them you are helping each other.
But today I wanted to remind you of the various books that were referred to by our speakers at the Symposium (as well as Chris Daffy’s own book which I hope you are enjoying), should you be seeking business reading material.
PS love this weeks Hall of Fame, very nostalgic – https://www.youtube.com/watch?v=eswQl-hcvU0
PPS you will quite rightly have been moved by Sarah C’s moving presentation on iNspire. She was only able to show 5 minutes of the TED video. Here is the rest…