Businesses that are 100% committed to their clients, are letting their clients down 23 Sep 2020
BEN DAVIDSON, MANAGING DIRECTOR
Hello and welcome to Simply Conveyancing. My name is Ben and I am the MD here. We are putting together a series of videos to give you a better insight of life at Simply, and this week, I wanted to discuss the belief that I have in that the business that is 100% committed to its clients, is unfortunately letting it’s clients down.
Rule one is that the customer is always right, and rule two is that if the customer is ever wrong, reread rule one. Rest assured, if you don’t put your clients first, then business will suffer – without them, you have no business. However, is it not true that without people in an organisation, you have no organisation. So why prioritise clients’ needs over everything and everyone else?
Clients and colleagues in an organisation are surely just two parts of the same wheel. If you aren’t extending the same level of detail and care to your employees, as we do to our clients, then clients will suffer.
As an industry, we discuss at length, the client’s journey. Well now I am suggesting that we extend the same level of care and attention to our colleague’s journey, and it starts day one. Not from the first day they start, but from the very first moments a possible colleague makes contact. The interview process, and then the offer, the induction, the training and then the welcome in to the overall company.
Now, you would have thought that this was a basic requirement. However, talking to many of our new colleagues who are experienced residential conveyancers, most firms don’t seem to have an induction. And I suppose, in a busy conveyancing department, finding the time, the resource and assigning the right level of importance can be difficult. And I hear you, it sounds very corporate – another form to complete.
Well for us, it is imperative and for our new colleagues to understand who we are, why we do what we do and get full training…is that really corporate? I would suggest not. What I would suggest is that it is good business sense and in the best interest of both colleagues and clients.
So overall, regardless if you are a residential conveyancer, a legal assistant, a legal secretary, you’re working from home or working in the office; at Simply Conveyancing, your training and your overall colleague journey with us is just as important as our client’s experience.
We’d love to hear your thoughts so please don’t hesitate to get in touch.