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Coleman & Greig recently achieved certification to both the specific quality standard for the legal profession, LAW9000, and to the general quality standard ISO9001 – this achievement entitles the firm to use the recognisable “5 ticks” logo.
Certification is a formal recognition of the quality of Coleman & Greig’s systems. It also recognises the commitment of Coleman & Greig staff and partners to ensuring those systems are implemented, monitored and maintained. Certification under the system highlights a firm’s desire to attain “industry best practice” recognition and to ensure the quality of their operation.
Applying for accreditation, most importantly, enabled Coleman & Greig to have the firm’s systems and management processes reviewed independently. The aim was to ensure that, as a firm, we were operating in the most effective way possible. We were also aware that the process would enable us to see whether there were any areas that could be improved upon.
Areas Reviewed
During the certification process an auditor spent three days at Coleman & Greig examining all aspects of our operations, including:
- Business planning
- High level management systems
- Systems for managing cases and files within each practice team
- Supervision of legal and support staff
- Risk management
- Accounts, precedents, reception, strong room and document handling systems
- Systems for achieving continual improvement in client service
The auditor reviewed existing documentation in all areas, as well as interviewing key personnel.
Results
Importantly, in order to achieve quality accreditation, the firm had to meet the strict requirements for certification in all of the areas examined.
Our auditor was particularly impressed with the level of client satisfaction identified by Coleman & Greig’s random survey system, conducted independently. In fact, the report quoted: “the firm’s rating against its two client service objectives is currently 98% for overall satisfaction and 92% for repeat patronage”.
As a client, or prospective client, that must be reassuring!
Comments from Client Satisfaction Surveys
“We asked Coleman & Greig to do a job to get us to a level of complete satisfaction in a difficult situation. I believe the service provided was above all expectations.”
“I have always appreciated your no-nonsense and open way of doing business.”
“Coleman & Greig's personalised service means you speak to the person who has expertise in the matter of concern. They do not pretend one person is expert in everything.”
“Very professional decorum and prompt response to matters.”
“Prompt, no nonsense meetings without all of the "solicitor speak" - good, honest, relaxed discussion.”
“Service is always there, quality advice is given and is fairly priced.”
“Practical legal solutions and advice that fit the bill.”
“I appreciate that you put yourself in my shoes, and provide pragmatic advice that will achieve my business objectives, rather than approaching a matter from a theoretical legal perspective that may not be relevant to the situation at hand.”
“Everybody offers sound, realistic and honest advice in a courteous and professional manner.”
“I appreciated your ability to assess the problem quickly and cost effectively. We needed help and you provided an honest assessment without trying to waste our limited funds with time consuming antics.”
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