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Customer Service Is it on your agenda?1AgendaWhy are we talking about customer service?What is the outlook from a customers perspective?What are our opportunities?Can we learn from other industries?Do I want to do Conveyancing anymore?

2Why are we talking about customer service?Customer service is at the heart of what we do and how much money we will make. Stark reality is that the mystery shop on front end sales for tonights awards was described as disappointing by the judges.Conveyancing remains a service rather than a manufacturing industry and will therefore be judged on its service provision. How can a client experience your service if it is not sold?How much do our businesses depend on our sales skills? Do we talk the right language and do we encourage our staff to do the same?Customer service needs to be linked to commercial reality but should we accept in 2013 that moving home is still rated as one of the three most stressful events in our lives?

But what does that all mean?Customer service is at the heart of what we do and how much money we will make.We have a real opportunity to shape how Conveyancing will evolve and how Conveyancers will be viewed in the future.How do we translate our service into sales?On our websites the promotional language we use is professional and trustworthy. But this is assumed. How will you be different and what words do you want your clients to use to describe you?We are transaction orientated but for the client moving home is an experience.It is easy to forget that our clients are out of their comfort zone and are emotional about a life changing event. How empathetic are we?How does language make a difference? Can we start saying move day instead of Completion.The power of words.... http: //www.youtube.com/watch?v=OqOzxZss5WA.

The world is changing......There are 44 million UK internet users2000 it was 15.4 million

76% of British Homes are connected to the Internet 2000 it was 25%

Around 50% of people now own a Smartphone2000 it was