The Today’s Conveyancer podcast welcomes Clare Yates to the latest episode to discuss the art of communication and client relationship management. Clare is a communications and sales trainer with experience in both the estate agency and conveyancing sectors, bringing cross-sector experience to the discussion.
At a time when transaction volumes will normalise and the profession will have to go out and win work again, Clare discusses how client relationship management starts in the very first client interaction.
Challenged on how conveyancers can set out their stall to truly differentiate their service offering Clare reminds us that every transaction is a human story, and that treating it as such should be paramount to professionals.
Whatever the situation, whether it’s an exciting dream home move, a sale due to separation or divorce, or the sale of a loved one’s property, conveyancers specialise in helping people people move in and move on. For so many, the initial conversation is a real deal-breaker if the conveyancer gets it wrong.
Alongside the importance of the maintenance of this relationship (“plan our calls so that calls don’t plan our day”) Clare goes on to talk about her experience of working with firms to improve their communication (“no update is an update”/ “speak in a language clients understand”) and how firms need to be training staff to better deal with difficult clients.
Clare also discusses the differences between the relationship between the client and their estate agent, and the client and their conveyancer; a source of frustration for many conveyancers who are often left to pick up the pieces of broken promises made without the conveyancer’s agreement, and estate agent’s understanding of the nuances of the legal process.
With a raft of anecdotes drawn from her experience as a trainer with estate agents and conveyancers, Clare brings a healthy dose of realism and practicality to the discussion.
The Today’s Conveyancer podcast can be found on your preferred podcast provider and also at www.todaysconveyancer.co.uk. Subscribe and listen in for all the latest conveyancing industry news and views.
