Think about the term ‘Client Care’.
It’s the shorthand we use to describe that initial letter you send to your client. It lays out what you’ll do, how much it will cost, and how long it will take. It reassures the client of your bona fides, your complaints procedure and your expertise.
It’s designed to set expectations rather than limits, and yet right at the heart of almost every conveyancer’s Client Care Letter is a specific exclusion – a limit set on the advice that will be provided, and the responsibility of the firm for doing so. That exclusion? Stamp Duty Land Tax.
The words may vary, but the intent is always the same – ‘We cannot provide you with tax advice.’ ‘We suggest you seek the advice of a specialist.’ ‘We would advise that you make your own enquiries into this part of your purchase.’ To those not lacking experience in buying and selling property, it can seem very much like a get out of jail free card for your firm, especially if they themselves don’t understand Stamp Duty and just assume it’s something that ‘the lawyer deals with’.
But imagine there was another way. Imagine you could, instead of placing this flashing red ‘Not me guv’ banner in the middle of a letter that’s otherwise supposed to be reassuring your new client, you could put something much simpler, much more concrete and completely risk-free to you.
Imagine not having to refer your client to their own research or some nebulous idea of a ‘tax expert’ but instead being able to offer them the security, peace of mind and certainty of accessing specific, targeted and guaranteed assistance with this as with every other area of their transaction.
‘Stamp Duty is complex and ever-changing. Our firm uses Compass in order to guarantee that your interests as a client are protected in this area. Compass delivers precise, up to the minute, guaranteed assessment of your Stamp Duty liability, ensuring that you pay what you owe and not a penny more or less. Compass Experts are also on hand to address any questions or concerns you may have and to ensure that no matter how unique or unusual your circumstances, you will get the advice you need comprehensively, quickly and efficiently.’
Imagine being able to offer that sort of security to clients at no extra effort or time to your firm, fee earners or support staff. Imagine being able to take this most potentially complex, controversial and costly elements of a transaction and put it in the realm of Local Searches, ID and AML checks and the like. A few mouse clicks, and your client and your firm are protected.
Clients love to learn about things that could save them time, money and stress when it comes to buying a home. They also love the feeling of being well looked after, of having their questions answered comprehensively. You are likely already under time pressure, and explaining a tax to them that not only do you not necessarily fully understand but which is also likely to cause you serious issues if you get it wrong probably isn’t high on your priority list. By speaking to us, your clients will get the service and answers they need, while taking no more of your time on the subject.
Life is just better when you can set expectations without limits. Let Compass help your firm do just that.
This article was submitted to be published by Compass as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.
