Customer service and Solicitors?!?

February 13, 2017

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 advertising content from third parties and affiliations.. 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.

You May Also Enjoy

Breaking News

Persistent decline to give way to recovery in 2027

Glenigan’s Autumn 2026 Construction Forecast maintains that sector growth will revive in 2027, despite a challenging year of market stagnation Following a sluggish end to 2026, construction is set to rebound from 2027 onwards as public sector building increases Significant value gains expected for health, education, civils, offices and data centre projects Private and social…
Read More →
Estate Agent Talk

The Plumbing and Electrical Problems That Quietly Kill Sales and Lettings

We’ve all had one of these. The offer’s agreed. Everyone’s happy. The memorandum of sale has gone out, and you’re already mentally banking the fee. Then the buyer’s survey comes back. “Electrics appear dated. Recommend inspection by a qualified electrician.” And just like that, the mood changes. The buyer starts asking about a reduction. The…
Read More →
Breaking News

Rental price and average salary tracker – October 2026

Rental prices rise across most regions as affordability pressures persist Average monthly rents increased in eight of the 11 regions between September and October, with Wales recording the largest rise at 31.1%, followed by the North East at 29.8% and the South West at 7.5%. Scotland, London and the North West were the only regions…
Read More →
Letting Agent Talk

Portfolio landlords have outgrown traditional property management

By Adam Hills, Client Services Director, LRG Living Markets The residential lettings industry still manages many large portfolios as though they’re simply collections of individual tenancies. While that works on small portfolios, but it doesn’t work when landlords own 50, 100 or 200 properties. At that point, the challenge is no longer property management alone…
Read More →
Breaking News

Real-life value of the most famous Christmas film homes

The real-life value of the most famous Christmas film homes, from budget classics to multimillion-pound mansions New research has gathered and analysed the estimated valuations of real homes featured in popular Christmas films, ranking them by cost. The priciest homes are featured in The Holiday, Trading Places, and Home Alone, with Amanda’s home from The…
Read More →
Estate Agent Talk

77% of buyers refuse to buy a flood risk property

Despite 4.7 million English homes facing flood risk New research from Lyons Bowe has revealed that 77% of homebuyers would not consider purchasing a property in a flood risk area, despite more than 4.7 million homes across England currently being deemed at risk of flooding. The findings come as the Government launches a new flood taskforce amid…
Read More →