Client Service
Delivering memorable service
For the firm or practice group that has demonstrably enhanced client service through a single or series of initiatives or a joint venture. Evidence will be required from clients of the value provided.
2009 WINNER
From left: Stephen Moss (Beaton), Mike Strong (CB Richard Ellis) and Julian Yarr (A&L Goodbody)
The CBRE submission was excellent. The Client Care Programme it describes is based on four core principles – listening, communicating, adding value and delivery – and is supported by real engagement at every level in the organisation. The programme includes a very simple and strong process that encourages team-working and is driven by client feedback. This feedback is communicated with clarity and real honesty – enabling the firm and individuals to build on positive views and to quickly identify areas for improvement – for each client and overall. Lastly, we felt the internal communication around the programme was particularly effective in motivating everyone to contribute to excellent client care in the organisation.
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2ND PLACE
The judges awarded second place to Harper Macleod for their HM Select programme and its related initiatives. The judges believe that excellence in client service has more to do with the consistent and rigorous application of core principles then voguish short-term initiatives. Harper Macleod has demonstrated how a firm can achieve this: through alignment with their business strategy, teamwork, support from the top down and genuine feedback from clients on progress.
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3RD PLACE
Fox Williams engaged the whole team in setting standards that they wanted to achieve in client service. In so doing they ensured ownership throughout and a really measurable set of performance criteria against which to benchmark success. We have awarded a firm that has taken authentic steps to enhance the client experience rather than focus on short term gloss.
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ROLL OF HONOUR
Click on each year to view previous winners
2008
Berwin Leighton Paisner