We start with the basic premise that our clients are the core of our business, and that we must therefore ensure that our clients are happy.

Traditionally, lawyers judged client satisfaction by reference to the outcome of the case, or that the legal advice on offer was better than that offered by the competition.

Today, clients take it for granted that we have the necessary technical expertise to deal with their problems. It is the other ‘added value’ aspects of the client/lawyer relationship which are increasingly important, such as availability, efficiency, ease of use, and indeed approachability. This is why we have a rolling programme of client satisfaction sampling and market research, and why we act on the feedback we receive.

Dealing with legal issues is not always a matter of personal choice, but we want to ensure that when our clients look back on their experience, it leaves them feeling that they made the right choice and Buckles are ‘their’ Solicitors.