Re: Winter 2015 | Page 7

Well, as you know, I have spent some time in these articles setting out how the legal service market has been changing, about how regulation can protect clients of solicitors but doesn’t apply to all legal service providers, and about ways in which things may change in the future, so that people seek out legal advice and representation in different ways. Of course, not everyone will wish to change the way they buy such services. In much the same way that most people will still call their local taxi firm, or hail a taxi, rather than use the Uber app, or book a hotel via one of the travel websites rather than search Airbnb, many people will still seek direct contact with the solicitors they have used before, or have been recommended to use, rather than use the legal service equivalent of the Uber app. However, we must not lose sight of the fact that some people, particularly younger generations accustomed to dealing with most of their personal needs via online services, will need a different approach, and that issue has been swirling around in my head for a while. In short, what can Mayo Wynne Baxter do to future proof what it has to offer? It perhaps won’t surprise you that I don’t have the answer! I have some ideas, and some of those ideas are about ways to get more ideas, for example by engaging with other businesses that ha ve wrestled with similar problems in their own fields, or speaking with people that tend to do most of their buying online, in focus groups, and wherever opportunities present. It isn’t easy to get this right though, and I’m sure we will look at a number of options before pursuing any particular course. One thing that may be more difficult for the legal version of Airbnb is the way that it would need to deal with inequality of skill. If we have a home, we can offer it or part of it to another person to allow them to stay for a period (though if we are not skilled at looking after them, they may not come back). But how many of us can offer each other legal advice? We could try, but unless the adviser has been trained, and has access to a reliable legal knowledge base, how much would you want to rely upon their advice? There are certain things that only solicitors and certain other legal professionals can do as a matter of law. They are called reserved activities. An example is litigation – representing someone in Court. There are other parts of legal practice which, in theory, anyone can do, such as advise on the set up of a business. But how comfortable would you be in asking such a person for advice? It’s one thing taking a chance that your ride share companion isn’t going to be an overtaking madman on your 10 mile ride to work, but quite another to put the entire future of your business at risk because it isn’t set up correctly at the outset. I think that by making sure we continue to emphasise the term solicitor as the trusted brand, we will ensure we are still here for the foreseeable future. Another important thing for us to get right is to make sure that once we have attracted someone to make an enquiry about using us, we make the most of that opportunity by ensuring that we are friendly, engaging and transparent about what we can do and at what cost. In that way, we will win more business, keep the client for life, and give them every reason to recommend us to everyone they know. That is the fundamental message that the people at Mayo Wynne Baxter have been pleased to sign up to, but it also prompted us to set up our New Enquiries Team (NET) to make sure that new enquiries are being handled exceptionally and consistently well. It is also behind our current move to create a Client Service Group, that will ensure that our clients are entirely happy with what we are doing, not only at the end of a transaction, but during it as well. Please don’t therefore be surprised if a member of the client service team gives you a call or drops you an e-mail simply to ask how well you are being looked after. As ever, if you have any comments on this article, feedback on the firm or your particular dealings with us, or simply wish to get in touch, I would be very pleased to hear from you. As this is the last edition of the magazine before Christmas and the New Year, may I take this opportunity to wish you all a Very Happy Christmas and a wonderful 2016. By Chris Randall 5