In August 2008 Kimbells took the unusual step of appointing a Quality Director. As far as we know, we are the only solicitors in the country to have done this. Timothy Clark talks about his role.

Why did Kimbells make this appointment?

Firstly the firm has always had a strong commitment to client care and felt that having someone responsible for delivering quality throughout the firm would become a focal point for raising awareness and standards, as well as monitoring how well it does.

Secondly, in the current climate, Kimbells is convinced that there will be a “flight to quality” as people look more and more for trust and reliability. It will be more important than ever to ensure that Kimbells’ quality is at the highest level.

Why you?

I am a qualified solicitor with a background of nearly 30 years in commercial property acting for several household names, so I know how the relationship between solicitors and clients should work. Also, I have been working with Kimbells for four years as an independent consultant, including carrying out service reviews with clients, so I have learned more about what clients want from their lawyers, how they want the relationship to work, and what really makes service stand out.

So what do clients want?

All clients - and individuals within them - have their own answer. Of course there are common themes, but the trick is to understand what it is the person instructing wants from you very early on in the relationship - and to deliver.

What challenges do you face?

I think that it is fair to say that everyone at Kimbells understands what the firm is trying to achieve and that it already has considerable strengths in this area. However, it is important that people know what this means in practice for them, and deliver quality consistently throughout the firm. It is an on-going process.

What are your measures of success?

I want all clients to say to me that using Kimbells is the best experience they have of using a law firm.

How will you know?

I will ask clients! A key part of my role is face-to-face meetings with them to seek honest and objective feedback and I expect to meet over 30 clients in this way in the next 12 months. This builds on the programme that Kimbells has had in place for several years. I need to hear the truth; to hear what we are good at and, if we are weak, what needs to be done.

What do you think would make Kimbells stand out as a legal supplier?

That is difficult to answer because it inevitably leads to a generalisation when in fact clients have their own ideas. It goes beyond sound legal advice, swift response, and commercial awareness. Kimbells does this, but does not have a monopoly. Getting this right is essential, but it does not make Kimbells unique.

If I had to sum it up in one word, it would be “passion”. Clients tell me that this is a quality that they value highly. It takes many different forms, but essentially it means being passionate about what the client does, and being passionate about what Kimbells does to support the client.

With continuing uncertainty in the economy, are you optimistic?

Yes I am. Obviously we have been faced with tough times but Kimbells views this as a good opportunity to develop even stronger relationships with its clients. Tough times mean that clients will become more critical and, of course, competition for their work will be even stronger.  However, if we get this right now, and give clients excellent service tailored to their needs, it will build the foundations of a mutually successful relationship for years to come.