- clients can trust us to handle all their jobs of any size
- when clients need flexibility we can adapt our service to meet their specific needs
- a client coming into any office can take advantage of the services available from all of them
- clients can access truly specialist advice through their local contact
- we provide a genuine gateway to the rest of the world whilst offering local know-how
- when clients hire one of our lawyers they hire the experience of another 2,000, because we share our knowledge.
A distinctive approach Our philosophy is to provide cost predictability and outstanding service. No matter what work our clients send to us, and no matter which of our offices they use, they can expect the same high level of service and the same promise of cost predictability, with 'no surprises' billing.
We know that the measure of our success is the success of our clients' projects. We want to advise in the way that works best for each client, by adapting to their needs and practices. Our collaborative approach of working with rather than for clients is one of our distinctive working styles.
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Vision and values Our vision
To be a great place to work and the most client centred international law firm.
Our values
- Client centred
We will look after our clients' interests as if they were our own. We will deliver levels of service and build relationships that are second to none. - Straightforward
We will be straightforward, open and honest in all our dealings and we will act with utmost integrity. - Teamwork
We will place the firm's interests ahead of the agenda of any individual. We will act as one firm, recognising the different important contributions we each make. - Mutual respect
We will take care of each other and we will treat everyone with respect, fairness and courtesy. We will recognise the need to balance personal and business lives. - Accountability
We will take responsibility for problems and strive to always find solutions to the issues faced by our clients and colleagues. - Continuous improvement
We will embrace change and challenge the status quo, always seeking to find better ways of doing things.
What does this mean for our clients? Accountable relationships are at the core of our approach. This requires us to adhere to an uncompromising service ethic covering:
Cost predictability
This means putting our clients in control. We tell them exactly what is involved in our quote. If something unexpected comes up we discuss it with our clients before we take any action.
A high level of service
We use project management techniques, detailed scoping and defined legal products so that our clients are totally clear on what we will do, when and at what cost.
A better service experience
To be measurably better than our competition we need to consistently exceed our clients' expectations. This means being easy to deal with and having accessible professionals who communicate effectively at all levels.
Being measurably better We believe that even the most complex, one-off piece of specialist work is capable of being scoped and budgeted. Our services principle means we are under an obligation to:
- keep the client up to date on costs
- compare how much has been spent against budget
- obtain the client's agreement before exceeding the budget.
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Our people Clients want to work with people they like, trust and believe in. So do we. That's why we have an open and friendly culture, which is one of our key differentiators:
- we're unstuffy and commercial
- we're honest and there is integrity and openness in all that we do
- we are business people first, lawyers second, delivering direct and understandable advice in a commercial context relevant to clients' needs
- we have always sought to hire people who have personality and a sense of humour to go with the required legal skills and commitment.
Client Relationship Management
"It's only our clients who can tell us what they think is great service and which services and products they want from us. Only by delivering what they want, in the way they want it, can we run and develop a successful business. We therefore put our clients and their needs at the heart of what we do.
"We have invested considerable resource in our CRM programme, training all our key client-facing people in our CRM methodology.
"One of the core elements of our approach is the use of Independent Review Partners. These are trained partners who do not work for a particular client, but talk to them on a periodic basis to make sure our client service teams are delivering to the right level and quality. We also have a Client Advisory Board to help us develop new products and services.
"Client Care is an area in which we'll never stop moving forward in our quest to be the best."
Geoff Harrison
Head of CRM
Corporate responsibility
