Solicitors – do you want to improve your client feedback and attract more recommendations? Client feedback may not be your biggest OFR compliance issue but it's one that is easily sorted and will help attract new business to your law firm.

1. Client Feedback with Real Value
Reviews, new business leads,
marketing opportunities, strong
web and social media presence
A service for law firms

2. The new future for law firms
• New competition, regulatory changes, referral fee ban
• Compliance – Outcomes Focused Regulations (OFR):
– Measuring client satisfaction is an ‘Indicative Behaviour’
– Compliance Officer for Legal Practice (COLP) needed
• Client Surveys – protect/enhance your reputation:
– Word of mouth/recommendations: the way to new business
– 67% of adults would use recommendations from friend, relative,
colleague when choosing a solicitor, well ahead of any other method
of choosing legal advice (IRN Research survey 2011, 2,000 adults)
• Focus on core activities: Outsource ‘non-core’ activities

3. Client satisfaction and OFR
Outcomes-focused regulations
• Under mandatory Principle 5 the
onus is on the law firm to be able to
prove, if required by the SRA, that
they provide a proper standard of
service to their clients
• This can only be substantiated by
asking the client their experience of
the service and advice received.
• Measuring client satisfaction is an
‘Indicative Behaviour’ showing good
client care and risk management

4. Legallybetter - services for law firms
Legallybetter provides a range of client care, compliance,
and marketing solutions. We actually offer six services in
one to help your law firm grow and bring in new clients:
1. Client feedback service
2. Marketing via positive client feedback
3. Marketing via social media
4. New lead generation
5. Advice service on compliance, client care, marketing
6. Private free referral service - coming soon

5. Legallybetter - services for law firms
• Client feedback service
An automated service enabling law firms to satisfy new
compliance demands and provide valuable feedback.
We deal with all the replies, send a monthly report (any
negative feedback sent to you within 24 hours to act on).
• Marketing via positive client feedback
Positive client reviews are added to your own website, plus
www.legallybetter.co.uk and www.thediscdirectory.co.uk,
the recommendation-based general business directory.
• Marketing via social media
All positive feedback will be added automatically to a
selection of social media

6. Legallybetter - services for law firms - 2
• New lead generation
Our client feedback form enables clients to recommend
friends, relatives etc who may be interested in your services.
Within 24 hours, we send the law firm the contact details.
• Advice service on compliance, client care, marketing
Briefings sent every fortnight to as many staff as you decide
in your firm offering advice and updates on compliance,
client care, marketing.
• Private free referral service
All Legallybetter firms will have the chance to join
‘Legallybetter Exchange’, where law firms can offer cases
they cannot deal with to others, and receive cases in return.

7. Legallybetter - recommendations
Complies with Practice Rule 7 & 9 - for the following reasons:
 Details about a potential client from existing/previous clients
 No money changes hands to receive the recommendation
 The client signs to confirm the information is correct and
that the named person has agreed to be contacted by you -
therefore the approach is not unsolicited.

8. All services for just £75 or £100 a month
Special rates for law firms dealing with 1,000+ cases a year
Large discounts available for volume legal services providers

9. Legallybetter – what law firms are saying
Ian Howard,
“We are using the Legallybetter client feedback system not just for OFR
Managing Director,
compliance but also for our Lexcel Accreditation submission. It’s easy to use
JMP Solicitors,
and takes a minimal amount of our time. Finding out what our clients think of
Grantham
the service we provide is vital to us, as is any commercial or competitive
advantage we can gain from acting on the feedback.”
Alessandro Mancini,
“As a new law firm we really appreciate the commercial value of audited
Principal Solicitor,
client feedback. In a competitive legal market we want to stand out for
the service we provide and Legallybetter’s independent service helps Mancini Legal,
us understand what people expect from us, as well as providing a Horsham
number of tools to help potential clients find our website.” .
Mark Cook, “Our new website has the Legallybetter online feedback service connected via
Principal Solicitor, an RSS feed so that good client reviews are automatically added to the site
Mark Cook Solicitors, All I have to do is send an email out to my clients at the end of the matter with
the link to the feedback page. This saves me time collecting the feedback and
Sunderland
helps with both compliance procedures and promoting our reputation.”

10. Case study
Sousa Richards
(formerly Catherine
Sousa Solicitors)
Feedback Card

11. How does it work? What are the benefits?
What happens to your feedback?
Your clients do the following:
Cards are branded in line with your practice
Box 1, Testimonial! Your clients tell us branding.
what stood out about your service.
Questions worded to suit your practice.
Box 2, how do clients rate your
service, and would they recommend Box 1, we process testimonials for you: We
you to others? update your website, the Legallybetter
website, theDisc entry, and automatically
feed your social media profiles. All of which
Box 3, gives clients the opportunity to contributes to your website’s SEO.
provide feedback on how they feel you
can improve your service. Box 2 & 3, any constructive or negative
feedback from clients is not published.
Box 4, asks for recommendations; an It is emailed giving you the opportunity to
thank your clients, improve service levels
easy way to ask for them (one that has
and increase client retention.
been proven to work…).
Box 4, all recommendations are e-mailed
Box 5, asks for the clients details; to directly to you. The more you ask for
ensure feedback is genuine and to allow feedback, the more you receive. As you
you to thank them for the know recommendations are one of the best
recommendations they provide to you. source of new clients you can get.
Box 5, We randomly contact those
All cards are postage paid and sent providing feedback to ensure they are
back to us. As a third party your clients genuine and to maintain the integrity of the
give us candid feedback. system.

12. Enhanced web presence for your firm - 1
Listing and reviews for
Sousa Richards
Solicitors as shown on
legallybetter.co.uk

13. Enhanced web presence for your firm - 2
‘The Disc’ directory listing
for Sousa Richards
Solicitors with latest
feedback

14. Enhanced web presence for your firm - 3
Sousa Richards Solicitors’
own website

15. Client Feedback with Real Value
Reviews, new business leads,
marketing opportunities, strong
web and social media presence
A service for law firms