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TLW Solicitors’ Focus on the Client Journey

Wayne Christie

Operations Manager Wayne Christie reflects on changes and updates to the systems in place to manage TLW Solicitors’ client journey throughout the claims process:

Around 18 months ago I became Operations Manager having spent over 15 years as a litigator in legal practice. Using that background as a practising lawyer, I knew that the client’s experience of the claims process had to be central to the firm’s operations.

I was clear on what my first tasks would include, namely: mapping a client’s journey from their initial contact with TLW (for example, seeing a post on social media, filling in a website contact form, or picking up the phone and calling us), onboarding, providing updates, right through to the conclusion of their case.
Firstly, we created a ‘client care’ team, specifically focusing on every piece of feedback received from clients.

Once we reviewed this, opportunities were spotted, particularly in relation to the client care questionnaire we send out at the end of a case. This was made more specific, asking for feedback on the website or asking clients if they wanted to recognise an individual for their outstanding performance. We also sought their views in relation to possible changes that we could bring in.


Since refreshing the questionnaire, we have received more detailed feedback from clients, including positive comments about our staff, such as:

Excellent Service

“From the start TLW were professional and accommodating with respect to my requirements! They kept me informed and always answered my calls or returned them in an acceptable timescale! Well-deserved praise.”

Excellent company to deal with, they make everything so easy

“TLW Solicitors gave me an excellent service when helping me with pension claim, the staff was very professional, friendly, polite at all times & very helpful, nothing was a problem for them, I am very great full for all that was done for me, I couldn’t of done it without all there help & kindness.  I would definitely recommend TLW Solicitors to anybody who needed help like I did. A massive thank you to you all for all your help & patience”.

First class service

“I cannot thank them enough for all the hard work they put in, they kept me up to date with everything that was going on and were always there to answer any questions I had. I was allocated someone who was my contact and even though this is not my field at all the way everything was explained made sense.  I would recommend them to anyone with a legitimate claim for anything as all the work is first class and they obtain the best result for you”.


Secondly, we asked staff for their input and commitment to setting up a ‘Client Care Promise’.  This would formalise our existing commitment to meeting certain standards, such as returning client phone calls and emails within 24 hours and responding to client letters within 3 days.

Not surprisingly, COVID-19 impacted many businesses, but a combination of homeworking and skeleton office cover, plus everyone’s determination to keep going, has meant our service commitments and standards remain very high. This ongoing focus on the client despite the difficulties of coronavirus was reflected in this recently received positive feedback:

“Everyone was very helpful and the claim got sorted very quickly, even with the ongoing Covid-19 pandemic.”

The next step was making client feedback more visible to existing and prospective clients.  Testimonials help show a business is credible and trustworthy, but also give an idea of how a firm might respond during the inevitable challenges of running a case.  Feedback is displayed on the TLW Solicitors website and on our social media.  We also highlight the reviews we receive on Feefo, an independent online review platform, that offers clients the opportunity to leave feedback.

There have been 81 reviews in the past 12 months, with nothing less than 4 out of 5 stars. Now it is easy to see what people say about our service, helping prospective clients choose the right solicitor for them, and allowing us to take on board any new ideas for their benefit.

We are currently working on a ‘mini’ client questionnaire to send at an earlier stage in the claims process.  Responses will allow us to closely monitor our clients’ journeys and to uphold our ‘Client Care Promise’ during every stage of their claim.

As an ongoing process, the steps we have already implemented are just the beginning. Through this close and regular monitoring we put ourselves in our clients’ shoes, in turn enabling us to deploy a process of continuous improvement for their benefit.