Keeping clients informed is your best complaint prevention tool

Recently I was in the unfortunate position to deal with an unhappy client. As we all know, we cannot please everyone all of the time; but it is always difficult to receive a complaint about your firm.

The basis of the client’s complaint was that they were not kept informed throughout the transaction and therefore had no idea when key stages had been reached. It is important, for me, to ensure that clients are made aware at the outset the procedure of the conveyancing process. By taking this time, it is possible to inform the client that they may not hear from us for a short while at the outset of the matter while title investigations are made and searches instructed. It is important, however, that the client is made to feel able to contact you or your assistant for an update.

In my case, the transaction aborted and the clients thought they were going to get their initial payment made for search disbursements back. I was put into the unfortunate position of informing the clients that their money had been used and there was nothing to go back to them. Our client care letter does make it clear that when the funds are paid and cleared into out client account then they will be used to instruct property searches unless otherwise instructed. The clients were annoyed that, despite the client care letter, they were not informed that the searches had been instructed and paid for.

From our point of view it is lucky that the client care letter said what it did, but that didn’t make the client relations any easier. This made me think; really how difficult is it to take a couple of minutes to call or email the client to confirm that the property searches are about to be instructed.
If nothing else it will remind your client that you are working for your fee and not just sat around waiting to be paid.

Head above water

Many complaints regarding conveyancing services revolve around the issue of communication. Far too often we conveyancers find ourselves struggling to keep our heads above water as we battle through the amount of work we have to do day to day. In many cases conveyancing can be a reactive area of law; we send the contract pack and wait for the other side to raise enquiries. If we all took a more proactive approach and ensured that we provided everything that the buyer’s solicitor is likely to ask for at the outset; then we may find that we have more time to take or make those calls with clients to keep them in the loop. After all, lets remember that while this is our job; for many people, buyer or selling a property may be one of the biggest things that happens to them in their lives. ?So why shouldn’t clients be ?kept informed.

I would also say that our client care letter saved the firm a couple of hundred pounds, ?so it is essential to have a comprehensive and robust ?letter that sets out the steps ?to be taken.

I decided that it would be prudent to meet with the clients to discuss their concerns rather than to deal with the issue via the telephone, email or other written correspondence. The effect, I think, was much more positive again. The clients were able to discuss their concerns face to face and we could try and resolve the issues there and then without the complaint lingering on someone’s desk to be dealt with. I will admit that it is not always practical to deal with these things in this way, but it is an effective tool for dealing with complaints of this type.
One thirty minute meeting has saved me reading and writing several letters. This is time better spent on active matters that are going to proceed.

It is not possible to please everyone all of the time, but let’s not give those complainers ?extra ammunition.
Keep your client informed as you progress their case and you are more likely to have a happier client who will pay your bill and recommend you to their friends and family. SJ