Alternative Takeaways with Helen Tucker, Partner & Chair of the Board at Anthony Collins Solicitors
Here are three takeaways from Helen Tucker, Partner & Chair of the Board at Anthony Collins Solicitors when talking about communicating with clients in the post-Covid digital environment at our recent Legal Management Hangout where our speakers discussed how legal teams can best serve internal clients in the current and post-Covid remote/digital environment.
Take a sector-specific approach
Helen explained that certain approaches need to be taken dependent on the sector they relate to.
“A sector tailored response is needed. What works for health and social care, for example, won’t work for family. To give an example, in one of our corporate sectors we had the idea for a retainer service to cover Covid-related issues. We discussed it with a couple of trusted clients, and they were keen. So we ran that with a group of clients to the end of June, and it generated some guaranteed fees of a level that we probably wouldn’t have had from those clients otherwise.”
Helen highlights that working with some trusted clients to work on and explore new ideas can be a good way of progressing during these times.
Keep the channels open
Communication is key at the best of the times and this has never been more true than it is now. This isn’t just specific to client communication, keeping up communication with your team is paramount to ensure they do not feel isolated whilst working from home.
“Whatever happens, keep talking to clients. Ask them what they want and test out ideas with them. That’s how we got our retainers service off the ground. In contrast, our private legal services team deals with a lot of vulnerable clients. From day one of lockdown our team was sending birthday cards, making weekly calls, and working with providers of capacity assessments to keep power of attorney and deputyship assessments moving, including remotely where possible.”
Invest in good digital content
“Use the power of podcasts, webinars, social media, etc, but don’t forget that quality is essential. We used to send an average of 70 briefings a month, but that increased by over 200% in March, April and May. The total number of users to our website rose by 106% and we had the highest numbers attending webinars. A lot of that was down to the fact we produced regular, good quality content. We also learned not to worry about things like production standards, especially when it came to lockdown haircuts. It’s important to remain human in a digital world.”
While we are in the process of trying to communicate more and more with our team and clients there needs to be monitoring to ensure that the quality of communication is kept at a high level. However, it is key to remember that showing a human side in a more digital world does no harm.
For full details of the Alternative Hangouts series please click here.