Service – client care and returning telephone calls

Do your professional service providers recognise the importance of response times when returning calls and emails? I say this because I myself had cause to complain when dealing with a large law firm in relation to a matter at 4.55pm on a Friday afternoon. After making one call to the direct dial of the solicitor, then being told to dial zero if the matter was urgent to be put through to “X”, I pressed zero, I was then put through to somebody completely different, not “X” as previously advised. That individual then transferred me back to the solicitor’s voicemail. I was then cut off completely.

As the matter was urgent, I then re-dialled, I was then told that the solicitor I needed to speak with was away from his desk and then asked “did I want to leave a message?” Of course I did, my client was about to walk away from a deal, was there anybody around who could assist? No, there was not. Given the size of the firm, the response was disappointing. Why have the multitude of staff and fancy offices? Who is paying for such extravagancies? Well, their clients are, clearly.

I could have been a client. As it stands, I now have an opinion of that firm that is not entirely flattering. To return a telephone call is such a simple thing, yet why do some businesses treat them with such a lack of urgency, taking for granted that it might not be urgent, that it might not be your client’s business that could be affected by a failure to do so?

If you want to discover just how good your adviser is, and whether they take their role as your adviser seriously taking pride in the service they provide, call them last thing on a Friday afternoon. See who is available in the office to assist you, and who isn’t focussing on leaving the building so their weekend can start.

Our clients constantly comment on how easy it is to get hold of us when they need our help. After what I have experienced, it is easy to see why we are winning more work via word of mouth referrals from our current client base and are the law firm of choice for exciting new enterprises. Give me, Zoe Tranter a call on  07584053508  to discuss your requirements.

Building Regulations changes include new “optional” requirements

The government has laid before Parliament the Building Regulations &c. (Amendment) Regulations 2015 (2015/767).

The Regulations make several changes to the building control regime. Many of these arise from the government’s Housing Standards Review, which aims to simplify the standards that local planning authorities apply to new housing. Most importantly, the Regulations introduce:

  • A single mandatory security standard to provide protection from burglary for all new homes.
  • Optional requirements relating to accessibility and water efficiency. These optional requirements are the first use of the new section 2B of the Building Act 1984 (as inserted by the Deregulation Act 2015). Section 2B allows the government to add optional requirements to the Building Regulations, which a local authority can then choose to include as a condition when granting planning permission.

These changes come into force on 1 October 2015, although the government has already published new versions of the relevant Approved Documents.