Member Article

Customer service focus at law firm conference

Truthfulness and kindness are the keys to providing quality service, according to the man responsible for shaping the customer experience across John Lewis department stores.

Andrew McMillan told a conference for leading Shropshire lawyers in West Midlands, that in an increasingly impersonal world, recognising clients as individuals, and being kind and truthful would be vital to building customer loyalty.

FBC Manby Bowdler invited Mr McMillan to be guest speaker at its annual Partners Conference, where he spoke to delegates about defining and delivering great customer experience.

Now Principal at consultancy Engaging Service, Mr McMillan was encouraged by the law firm’s focus and commitment to clients and took the opportunity during his keynote speech to congratulate the firm on its ‘stellar service’.

Mr McMillan developed John Lewis Partnership’s culture and attitude to customer service across 26 of their shops in the UK and during his time there celebrated numerous awards for service from Verdict, Retail Week and Which?

Managing Partner at FBC Manby Bowdler, Kim Carr said: “It was a pleasure to hear Andrew McMillan give his talk at our Partners’ Conference. He is a recognised expert in his field and has spoken at conferences worldwide about customer service strategies. His presentation inspired us all to continue our efforts to supply the ultimate in service and advice to our clients.

“Andrew was impressed by our ‘One Team’ approach and commitment to quality service, particularly our Client Charter, which promises a high standard of service and advice.”

FBC Manby Bowdler was recently awarded the LawNet Mark of Excellence Award in recognition of their commitment to excellent legal advice and service, an internationally recognised quality mark.

This was posted in Bdaily's Members' News section by FBC Manby Bowdler .