We are delighted to officially welcome Head of Business Development of Moneypenny, Claire Smith to the judging panel for the upcoming exclusive British Wills and Probate Awards, which is brought to you by Today’s Wills and Probate, alongside headline sponsor, Arken.legal (UK) Ltd, a leader in software solutions for the legal services industry.
In this interview, she discusses what sparked her interest in business development, how the sector could improve their customer service and the key main challenges the Wills and probate industry is facing.
Please could you provide us with a summary of your professional background and your present role?
I am lucky to be the Head of Business Development for leading outsourced communications provider, Moneypenny. My role covers all industries, but I must admit, those that know me, know that I have a soft spot for the legal sector! I was a solicitor before moving into business development ten years ago, so I have a great rapport with those working in law and understand the challenges they face.
How did you get into the field of business development in the legal sector?
My family and friends always joke that I clearly wasn’t a very good lawyer, but the truth is that I was craving more of an interactive role. At the time, I worked in a busy litigation team in one of the largest PI firms, Pannone LLP. I loved the firm but, I rarely got out to meet clients. I’m a real people person, I thrive on building relationships and being office bound all day, every day just didn’t suit me.
At the time, the Head of Business Development within Pannone LLP was Simon McCrum. He gave me the opportunity to move into a business development position and I have never looked back! Simon remains a good friend and mentor and I’ll always thank him for giving me the opportunity to move into the exciting world of business development.
What measures could businesses in the Wills and Probate sector put in place to improve their delivery of service?
When it comes to customer service, always put yourselves in the shoes of your clients. There are two main pieces of advice I’d give – be approachable and be available.
If a firm is to outshine their competition, they need to recognise that different clients like to communicate in different ways, at a different time and put the necessary measures in place to meet those demands. Embracing technology is vital in order to do this. We have seen great results by offering live chat to law firms to have on their website. 41% of chats are a new enquiry into a law firm. Consumers love this alternative communication channel and also are doing it in their own time!
As a judge of the British Wills and Probate Awards, what will you be looking for in relation to the entries? What will make them stand out from the rest?
For me, the most talented legal professionals are those that always remember to be human and never underestimate the influence they have in helping an individual through what is often a very testing time. It is quite simple, brands grow and survive because they put the human element into what they do.
Clients approach law firms when they’re often at their most vulnerable, so it’s important to approach a case with a compassionate hat on, as well as a commercial one.
How important do you think it is to recognise outstanding achievement and highlight progression in the sector?
It’s extremely important. Law is an amazing profession to work in and as with any sector, if employees feel valued then they work harder at keeping clients happy. Far too often, businesses become bogged down by the negatives and forget to recognise the positivity that’s happening all around them.
Fostering a culture that celebrates inspiration and motivation and concentrates on engagement and wellbeing directly leads to business growth and should be considered a top priority.
What do you think is the main key challenges the industry is facing at present?
Consumers are more demanding than ever before and expect to be able to communicate with a firm whenever and however suits them. It’s no longer enough to take enquiries between nine and five on weekdays. Those that continue to operate without flexibility are at significant risk of losing valuable business and damaging their reputation.
Innovations such as live chat ensure that every lead is captured, improve the customer journey and improve front-of-house efficiency. Technology provides a brilliant solution to some real business challenges and will play a vital role in the law firm of the future.
The British Wills and Probate Awards will take place on the 17th October at the prestigious Belfry Hotel and Resort in Birmingham, where the array of category winners will be announced and celebrated.
For information on this year’s categories and which ones best represent your business, please click here. Furthermore, bookings for this ‘not to be missed’ event are open here where you will find information and pricing for individual tickets and whole tables of twelve. Don’t miss out on this fantastic opportunity to showcase your firm or fellow professionals and to be in with a chance to win an accolade for high achievements within the industry.
Are you looking for a unique way to boost your company’s brand exposure? Find out why sponsoring an award will increase your firm’s profile and reinforce your reputation here.
The event is key for the Wills and probate calendar, so if you work in the industry, make sure it’s in your diary!
Join the Conversation #TBWPAwards
