Graysons Solicitors In The Press

Quality at heart of law firm’s service

Great customer service is not something that immediately springs to mind when you think of solicitors, but one local firm is out to change that. Graysons have just been awarded the prestigious Lexcel quality mark by the Law Society which recognises high levels of client care, becoming one of the first firms in the region to do so.

“Clients want more from a solicitor these days than just being good at practising law. They expect good customer service and our emphasis on this is what separates us from the pack”, explained partner John Hatfield.

There is a perception among the public that solicitors are all the same, that they may be good at being lawyers, but other areas, such as good communication with the client, are often overlooked. “We are different, we are very client focused, which means that good communication is a top priority. We listen to our clients and we try to avoid using a lot of the legal jargon which can be very off-putting to non-lawyers.”

One visit to their premises in Paradise Square confirms that this is not the typical stuffy solicitor’s offices some may be used to. The setting may be traditional but the atmosphere is relaxed and friendly, and surprisingly modern.

“We want to be at the forefront of the industry by providing client care which is way above the levels of our competitors, which is why we asked to be assessed for the Lexcel standard”, explained John. “It seemed a natural fit as we have always been keen to be an approachable, friendly firm and deliver what our clients want.”

The Lexcel quality mark is only awarded to solicitors who meet the highest management and customer care standards. Lexcel accredited firms undergo rigorous independent assessment every year to ensure they meet required standards of excellence in areas such as client care and case management.

“The idea is that clients choosing a firm of solicitors get the extra peace of mind and reassurance of knowing that they will receive a quality service by picking a firm with the Lexcel quality mark.”

Now that Graysons have achieved the quality standard they are not resting on their laurels. In such a competitive industry successful firms know that they have to continually improve to stay ahead of the following pack. “We know that we have to keep getting better, which is why we place such great emphasis on conducting client surveys. We genuinely encourage feedback from our clients, and we use it to help improve the service we offer.”

Graysons offer a broad range of legal services. Their personal injury and industrial disease departments have been hugely successful in winning compensation for clients in recent years, and their long established family department continues to go from strength to strength. “We deal with probate, wills, conveyancing and matrimonial matters. Clients who come to us are often in stressful or upsetting circumstances, so anything we can do to make their experience less difficult is welcome.”