Customer service and Solicitors?!?

I know its strange to hear the words Solicitors and customer service in the same breath without a cuss word or perpetual laughing but its definitely time to change that.Customer service excellence has always been and will always be one of the critical competitive advantages for any business, and it still surprises me to this day that solicitors have got away with typically bad service in a world that is so demanding of companies. We live in an age where we want it now, and anything else just won’t do. Moving house, has been proven to be the most stressful thing to do, and I firmly believe the majority of this has been due to bad or non existent customer service from solicitors and conveyancers. Lets face it, solicitors didn’t get into the game because they are people people, in fact it’s quite the opposite.

Whilst searching for solicitors/conveyancers to partner with, Palmer Gallant & Co had to reject at least 9 out 10, because they just couldn’t understand that the customers deserve service that is second to none. The majority, just seemed to be stuck in the 1980’s and although they were keen to work with us, they weren’t willing to adjust their service to suit, and therefore we just wouldn’t entertain them, It was extremely hard at times, as I had some great relationships with solicitors that just couldn’t make the grade and were banking on me to help them grow. Don’t get me wrong, there are so many parts to making a successful legal move, the job is a tough one, that deserves respect but so are many other trades, that all just seemed to move with the times.
Obviously solicitors have put a lot of time and effort into getting qualified, but at the end of the day the customer wants to know how much you care before they care how much you know.

Solicitors need to be challenged now, and their service must dramatically change to get it any where near other sectors in this modern age. There must no longer be any compromise! I’ve made sure that my company operates an extremely strict service level agreement, that would cause a firm to be struck off from partnership if they breach it at any time. I urge all solicitors/conveyancers to follow suit, and finally realise that the customer comes before any ego. No one is too good to serve, and if you don’t like customers it’s time to start thinking of a new career…….. Maybe an Amish Tree Surgeon?

About the Author: Wayne Gallant #WWG
Wayne Gallant is an Entrepreneur, Investor and Co-Founder of Palmer Gallant & Co (Service Guaranteed Conveyancing Panel Manager) and somortgage.co.uk. Passionate about customer service and technology aided business.

EAN Content

Content shared by this account is either news shared free by third parties or sponsored (paid for) content from third parties. Please be advised that links to third party websites are not endorsed by Estate Agent Networking - Please do your own research before committing to any third party business promoted on our website. As an Amazon Associate, I earn from qualifying purchases.

You May Also Enjoy

Breaking News

UK house prices growing by 2.5% according to Halifax

Nathan Emerson, CEO of Propertymark: “This slight dip in house prices will likely have been influenced as a direct consequence to the current state of the global economy. There will always be a need for people to move house regardless of international trading relations; however, many aspiring or current homeowners will no doubt be discouraged…
Read More
Breaking News

UK house prices dip slightly in May, but market remains steady

Average property price now £296,648 compared to £297,798 last month Annual rate of growth slows to +2.5% from +3.2% in April Overall house prices have remained stable so far this year Northern Ireland continues to lead annual price growth in the UK Amanda Bryden, Head of Mortgages, Halifax, said: “Average UK house prices fell by…
Read More
Breaking News

Estate Agent Content

Do you think that your estate agency / property business requires content? Is content marketing still a thing in 2025? Are you concerned if anyone will read your words? Is it worth investing in estate agent content? Businesses with blogs generate 67% more leads than those without. As competition for attention online increases it remains…
Read More
Breaking News

The cost of voids rises by £200 for England’s landlords

The latest analysis by Dwelly, one of the UK’s leading lettings acquisition and success planning experts, has found that landlords have been hit with a 26% increase in the cost of void periods in the past year, equivalent to lost income of almost £200. Dwelly analysed average void period data from March 2024 and March…
Read More
Breaking News

Breaking Property News 5/06/25

Daily bite-sized proptech and property news in partnership with Proptech-X. Demand Rises for Housing and Infrastructure Projects Rising demand for housing, infrastructure and energy projects across Wales has driven continued growth at Lichfields’ Cardiff office, which this year marks 25 years in the capital. The team of 17 planning professionals is one of the largest…
Read More
Breaking News

Construction continues to enjoy a season in the sun

Underlying performance is on the rise during Q.2 2025 Today, Glenigan, one of the construction industry’s leading insight experts, releases the June 2025 edition of its Construction Index. The Index focuses on the three months to the end of May 2025, covering all underlying projects, with a total value of £100m or less (unless otherwise…
Read More