In celebration of Oliver & Co Solicitors winning the Customer Service Champion Award at the British Wills and Probate Awards 2024, we sat down with Danielle Williams, Private Client Solicitor at Oliver & Co Solicitors, to discuss their approach to exceptional client service and the unique practices that helped them achieve this distinguished honour.
Congratulations on winning the Customer Service Champion award! How does it feel to be recognised for your outstanding service?
Thank you! It’s incredibly rewarding. We’re a medium-sized firm based in Chester, we have a strong local reputation for delivering excellent service, so this national recognition is very special to us. It’s a testament to the hard work and dedication of our entire team, especially as we’ve recently transitioned into an Employee Ownership Trust (EOT). Each team member is fully committed to keeping our clients happy, which has become even more meaningful since we all have a stake in the company.
What do you think were the key factors that contributed to winning this award?
There are a few things that I believe set us apart. We place a strong emphasis on client feedback, especially through platforms like Trustpilot and Google reviews, where our ratings are consistently high. We also ensure we respond to clients promptly, aiming for a 24-hour turnaround on queries. This quick response time is important to us, as we want clients to feel valued and reassured.
Additionally, we provide comprehensive training for new starters. Our trainees experience every part of the business—spending time with each department, from the initial client-facing team to accounts—so they understand the full journey each client takes with us. This helps everyone recognise the role they play in delivering top-tier client service.
The estate administration industry requires a delicate balance of empathy and efficiency. How does your team approach client interactions to ensure they feel supported?
We understand that clients are often going through difficult times, so empathy is a big part of our approach. Our new business team initially handles all enquiries, offering 10-minute free appointments to address any early concerns or questions. This can be really helpful, especially when clients are feeling uncertain or anxious about costs or processes. We aim to provide guidance and support right from the start.
We also strive for efficiency by gathering as much information as possible in our initial meetings, allowing us to move forward without repeatedly asking clients for details. It’s about making the process as smooth as possible, respecting the fact that they’re likely dealing with a challenging situation.
Could you share a story of a time when your team went above and beyond for a client?
Certainly. I recently worked with a family whose relative was unwell and unable to make a new will. I decided to meet with the family at no charge, recognising that this was an important time for them. Ultimately, we were then instructed to handle the estate, and the family was particularly anxious due to the upcoming budget announcement and the potential implications this could have to inheritance tax. We expedited the tax return process to provide peace of mind before the budget changes took effect. This situation involved various complexities, including overseas assets, but we managed to submit everything in time, which really reassured the family.
What do you feel sets Oliver & Co Solicitors apart from others in the industry when it comes to customer care?
Being an employee-owned firm gives us a unique edge. Each team member feels personally invested in maintaining long-term relationships with our clients. We make a point of being accessible, even offering brief consultations to help potential clients feel reassured before engaging us for services. Our approach is more about providing guidance and helping people find the right solutions rather than rigidly sticking to formal processes.
Looking forward, how do you plan to continue raising the bar for customer service? Are there any new initiatives you’re excited about?
One area we’re considering expanding is our new business team, which handles initial client queries. By investing more in this team, we can ensure clients get the time and information they need from the start. Having one team manage this early stage helps clients feel comfortable and allows them to familiarise themselves with specific people within the firm. We’re excited about this potential improvement, as it would streamline the process and enhance the overall client experience.
Finally, what advice would you give to other firms looking to improve their customer service or enter the Customer Service Champion Awards next year?
My advice would be to ensure clients have easy access to solicitors and legal advice, even if it’s just for a short initial chat. For us, offering that time, even in brief, free appointments, has made a big difference. It gives potential clients the chance to connect and gain confidence in us before they formally instruct us. We also aim to keep the same team working with each client, as consistency is key in building trust and efficiency. Ultimately, it’s all about putting clients first, responding quickly, and ensuring they feel supported throughout their journey.
Through their client-centric approach and genuine commitment to empathy and efficiency, Oliver & Co Solicitors exemplify what it means to deliver outstanding customer service in the legal industry. Congratulations once again to the team at Oliver & Co on this well-deserved award!
This article was published by Exizent as part of their advertising agreement with Today’s Wills and Probate. The views expressed in this article are those of the submitter and not those of Today’s Wills and Probate.
