Client Feedback with Real Value

Reviews, new business leads, marketing opportunities, strong web and social media presence

A service for law firms

The new future for law firms

• New competition, regulatory changes, referral fee ban• Compliance – Outcomes Focused Regulations (OFR):

– Measuring client satisfaction is an ‘Indicative Behaviour’– Compliance Officer for Legal Practice (COLP) needed

• Client Surveys – protect/enhance your reputation:– Word of mouth/recommendations: the way to new business– 67% of adults would use recommendations from friend, relative,

colleague when choosing a solicitor, well ahead of any other methodof choosing legal advice (IRN Research survey 2011, 2,000 adults)

• Focus on core activities: Outsource ‘non-core’ activities

Client satisfaction and OFR

Outcomes-focused regulations

• Under mandatory Principle 5 the onus is on the law firm to be able to prove, if required by the SRA, that they provide a proper standard of service to their clients

• This can only be substantiated by asking the client their experience of the service and advice received.

• Measuring client satisfaction is an ‘Indicative Behaviour’ showing good client care and risk management

Legallybetter - services for law firms

Legallybetter provides a range of client care, compliance, and marketing solutions. We actually offer six services in one to help your law firm grow and bring in new clients:

1. Client feedback service

2. Marketing via positive client feedback

3. Marketing via social media

4. New lead generation

5. Advice service on compliance, client care, marketing

6. Private free referral service - coming soon

Legallybetter - services for law firms

• Client feedback service An automated service enabling law firms to satisfy new compliance demands and provide valuable feedback. We deal with all the replies, send a monthly report (any negative feedback sent to you within 24 hours to act on).

• Marketing via positive client feedback Positive client reviews are added to your own website, plus www.legallybetter.co.uk and www.thediscdirectory.co.uk, the recommendation-based general business directory.

• Marketing via social mediaAll positive feedback will be added automatically to a selection of social media

Legallybetter - services for law firms - 2

• New lead generation Our client feedback form enables clients to recommend friends, relatives etc who may be interested in your services. Within 24 hours, we send the law firm the contact details.

• Advice service on compliance, client care, marketing Briefings sent every fortnight to as many staff as you decide in your firm offering advice and updates on compliance, client care, marketing.

• Private free referral service All Legallybetter firms will have the chance to join ‘Legallybetter Exchange’, where law firms can offer cases they cannot deal with to others, and receive cases in return.

Legallybetter - recommendations

Complies with Practice Rule 7 & 9 - for the following reasons:

Details about a potential client from existing/previous clients

No money changes hands to receive the recommendation

The client signs to confirm the information is correct and that the

named person has agreed to be contacted by you - therefore the

approach is not unsolicited.

All services for just £75 or £100 a month

Special rates for law firms dealing with 1,000+ cases a year

Large discounts available for volume legal services providers

Legallybetter – what law firms are saying

“As a new law firm we really appreciate the commercial value of audited client feedback. In a competitive legal market we want to stand out for the service we provide and Legallybetter’s independent service helps us understand what people expect from us, as well as providing a number of tools to help potential clients find our website.” .

Ian Howard, Managing Director,JMP Solicitors, Grantham

Alessandro Mancini,Principal Solicitor,

Mancini Legal, Horsham

Mark Cook,Principal Solicitor,Mark Cook Solicitors,

Sunderland

“Our new website has the Legallybetter online feedback service connected via an RSS feed so that good client reviews are automatically added to the site All I have to do is send an email out to my clients at the end of the matter with the link to the feedback page. This saves me time collecting the feedback and helps with both compliance procedures and promoting our reputation.”

“We are using the Legallybetter client feedback system not just for OFR compliance but also for our Lexcel Accreditation submission. It’s easy to use and takes a minimal amount of our time. Finding out what our clients think of the service we provide is vital to us, as is any commercial or competitive advantage we can gain from acting on the feedback.”

Case study

Sousa Richards (formerly Catherine Sousa Solicitors)

Feedback Card

How does it work? What are the benefits?

Box 1, Testimonial! Your clients tell us what stood out about your service.

Box 2, how do clients rate your service, and would they recommend you to others?

Box 3, gives clients the opportunity to provide feedback on how they feel you can improve your service.

Box 4, asks for recommendations; an easy way to ask for them (one that has been proven to work…).

Box 5, asks for the clients details; to ensure feedback is genuine and to allow you to thank them for the recommendations they provide to you.

All cards are postage paid and sent back to us. As a third party your clients give us candid feedback.

Your clients do the following:

Cards are branded in line with your practice branding.

Questions worded to suit your practice.

What happens to your feedback?

Box 1, we process testimonials for you: We update your website, the Legallybetter website, theDisc entry, and automatically feed your social media profiles. All of which contributes to your website’s SEO.

Box 2 & 3, any constructive or negative feedback from clients is not published.

It is emailed giving you the opportunity to thank your clients, improve service levels and increase client retention.

Box 4, all recommendations are e-mailed directly to you. The more you ask for feedback, the more you receive. As you know recommendations are one of the best source of new clients you can get.

Box 5, We randomly contact those providing feedback to ensure they are genuine and to maintain the integrity of the system.

Enhanced web presence for your firm - 1

Listing and reviews for Sousa Richards Solicitors as shown on legallybetter.co.uk

Enhanced web presence for your firm - 2

‘The Disc’ directory listing for Sousa Richards Solicitors with latest feedback

Enhanced web presence for your firm - 3

Sousa Richards Solicitors’ own website

Client Feedback with Real Value

Reviews, new business leads, marketing opportunities, strong web and social media presence

A service for law firms