Member Article

Law firm wins national recognition for 'stellar' customer service

Leading law firm FBC Manby Bowdler has scooped an inaugural national award for the quality of service it delivers to clients.

The West Midlands and Shropshire-based firm collected the first LawNet Mark of Excellence Award at a glittering ceremony against tough competition from legal firms across the UK.

Judges said the award was given to the firm which stood out from the rest with its commitment to providing “stellar service” and which delivered on its aims of delivering a quality client experience.

The award followed a year long series of mystery shopper encounters and a customer survey programme carried out by Shopper Anonymous and legal monitoring company Law League.

Managing partner Kim Carr collected the award on behalf of the firm.

She said: “We pride ourselves on offering the highest quality of service and advice which is why we were so delighted to receive this particular award.

“We have deliberately gone the extra mile, carrying out more surveys than required to get a really good picture of how we are performing across all of our departments.

“This is recognition that we are already delivering on the promises made in our Client Charter, introduced earlier this year. This was a blueprint for excellent client care and service and its clear the whole team at FBC Manby Bowdler has embraced this commitment and is working towards a common goal of providing a quality client experience.

“Of course, the work doesn’t stop here. Improvements can always be made, and we will continue to assess and re-assess how we interact with clients and potential clients, from that very first encounter right through to that follow-up phone call and every contact in between.

“I’m very proud of the way our partners, associates and staff have responded to both the survey results and the mystery shopper feedback and delighted to have accepted this award on their behalf.”

The LawNet Mark of Excellence Award was one of only seven high profile awards handed out at the annual LawNet conference, a flagship event which attracts world class speakers and brings together senior partners and management teams to debate key industry issues.

LawNet is an independent organisation supporting law firms across the UK.

This was posted in Bdaily's Members' News section by FBC Manby Bowdler .