Kimbells believes unbeatable service delivery is one way of standing apart from other law firms. To demonstrate the commitment the firm has to client care, we have appointed a dedicated Quality Director to spearhead this approach.

For many years, the firm has led the way by using an independent consultant to carry out reviews of service with clients. Timothy Clark, (also an experienced commercial property lawyer who therefore understands the practical issues relating to delivery of legal advice), has now been employed to oversee all areas of service delivery.

His role is to ensure the firm maintains its high levels of client care and consistently evolves its approach to the way in which service is delivered. Chief Executive Ian Foster comments: “The appointment of a dedicated Quality Director has been an unusual step for a regional firm, but demonstrates our how determined we are to ensure our clients benefit from excellent service.”

In practical terms, what does this mean for clients?

• Our Quality Director visits clients annually to talk about how we have performed, giving clients the opportunity to give frank feedback.
• We act on this feedback, so clients can see their comments are taken seriously. All of those with involvement with the client are party to the feedback. If needed, robust action plans are drawn up following reviews and progress against the plan is rigorously monitored.
• We have a client care committee (with teeth!) which meets regularly to discuss any trends emerging from reviews. Chaired by the Quality Director, we talk about how we should respond to client feedback, whether systems and approach to client care should be changed and how we can achieve continuous improvement – ultimately to benefit all of our clients.
• The whole firm is briefed on how we are doing in terms of client feedback, so we all understand the priorities for clients.
• Everyone receives training on client care and the Kimbells’ approach to service delivery. This training is designed by the Quality Director and is based directly on client feedback on their needs and preferences in relation to client care. We listen and respond so that clients can see a difference.