After rebranding as Jackson Boyd, in March of last year we were keen to improve the Firm’s overall profile to make ourselves more attractive to prospective clients.
As part of this approach we set up a Trustpilot page to allow our clients to leave feedback on the service that they had received from us. We considered the benefits of this to be twofold. The obvious benefit would be that a significant number of positive reviews would give confidence to prospective clients who may then utilise our services. The other benefit is that any negative feedback, whilst it would initially be disappointing, would allow us the opportunity to review our current processes and make the necessary changes in order to improve upon our service levels.
Our Trustpilot page opened at the end of June and some seven months later we have received over 100 reviews. Our landmark 100th review was left by a client of our Alan Cameron on 23rd January. I am confident that I speak on behalf of everyone at the firm when I say that we have been overwhelmed by the positive feedback we have received from our clients. Of the 107 reviews we have received to date, one has been a 3 star review, 5 have been for 4 stars and, impressively, 101 have been 5 star reviews.
Our Trustpilot account is reviewed on a daily basis and all positive comments are passed on to the person who dealt with that case together with our thanks for their efforts on behalf of our client. I consider that the reviews demonstrate more than just individual excellence but also how well our teams across the firm have worked together to ensure that the client has received an excellent service and a positive outcome.
In the vast majority of cases that Jackson Boyd deal with our clients will, on day one, have spoken to a member of our First Response Team who will take down the details of their case before passing the matter onto one of our Claims Negotiators, Paralegals or Solicitors to take the matter forward. We also have a Business Support Unit who will keep work referrers updated regarding progress of a case and will also assist fee earners with telephone calls and with obtaining documentation to prove the client’s losses.
In addition, our office administration team make sure that mail received in the office on a daily basis is scanned onto the file and distributed as soon as possible so that all correspondence can be dealt with promptly. Our team of secretaries not only type correspondence for our solicitors but will also be a point of contact for the client, in the solicitor’s absence.
It would also be remiss of me not to recognise the valuable contribution made to the firm by our Cashroom. When dealing with cases involving personal injury, commercial disputes or even employment cases it is imperative that all invoices particularly those from experts are paid promptly to ensure there are no delays in records or reports being received. They also make sure that any payments to clients are issued immediately upon receipt in our office thus ensuring that the client receives their settlement sum at the earliest opportunity. Last but by no means least (particularly If I wish to continue receiving emails!) a special mention to our IT Department who deal with any technical issues promptly thus limiting any impact on our service.
As Managing Partner of Jackson Boyd it is very satisfying that the hard work carried out by all of our staff can be demonstrated not just by our regular file audits, supervision process and internal reviews but also through an independent review site such as Trustpilot. What is also pleasing is that the three members of staff who have received the most reviews are John Cunningham, Karen Paterson and Grant Telford. John, Grant and Karen have worked at Jackson Boyd for many years (more than they will care to remember!) yet the feedback from their clients would suggest that they continue to provide a high quality service on a daily basis. As a Firm we are grateful to them for their efforts and hopeful that their example will be followed by more junior members of staff.
Whilst we have been delighted with the positive reviews we will certainly not allow complacency to set in. Like any law firm we will receive complaints from time to time. At some stage we will likely receive a negative review on our Trustpilot account. Nevertheless it will be how we react to any negative feedback, and the subsequent improvements that we make, that will be of the utmost importance.
To conclude, are Jackson Boyd a five-star law firm? We will let our clients decide that but our aim will always be to keep improving on the service that we provide to them.