Re-defining
client service
Our year 2014/15 | Re-defining client service page | 24
Achieving a 3-star exceptional rating for our client service from Investor in Customers in May 2014
was a significant milestone for our ECS programme and this was quickly followed by the Law Society's
'Excellence in Client Service' award in October 2014.
Building on the success of an idea which was started by our business and professional risk teams in relation to ECS,
we introduced our monthly reward scheme in August 2014 and we had 93 submissions across the nine months to April
2015. The monthly winners, across legal and professional support categories, are selected by our ECS champions
team and receive £250 of vouchers of their choice. A shortlist of three was drawn up in each category and a firmwide
vote selected Joshua Gregory, Martin Tighe and Andy Williams as our annual ECS award winners for their outstanding
contributions to making our external and internal clients' lives easier.
Our 'little book of wow' was compiled from these monthly ECS submissions and also from unsolicited feedback from
clients who regularly contact us to express their gratitude. There is nothing more heart-warming than to receive
such feedback, which is consistent across all of our offices, teams and sectors.
In the coming year we will be building on our ECS programme by introducing monthly net promoter surveys with our
clients, continuing with our ECS reward scheme and preparing for our re-accreditation with Investor in Customers.
The implementation of the key IT projects we have underway and the new ways of working we will be introducing
will enhance our client service delivery and further strengthen our client relationships. ECS will continue to be
central to team away day agendas, with our annual partner and senior manager conference in September 2015
focusing exclusively on this.
"Exceptional client service is all about a mindset,
requiring us to put ourselves in our clients' shoes
and regularly exceed their expectations. The
nominations we have had for our monthly award
are testament to the way our truly exceptional
team have delivered ECS to our clients over and
over again during the past year."
Jackie Carter
Head of BD & Client Care
+ 44 (0)115 908 4879
jackie.carter@brownejacobson.comarget="_blank" title="Visit jackie.carter">jackie.carter@brownejacobson.com