In a world where clients are better informed and seeking value for money more than ever before, it’s service that counts. There’s tonnes of research telling us that legal firms tend to deliver the expertise customers need, but they don’t offer the customer service they want. That’s why, Northampton-based SP Law takes a service-first approach. We caught up with Mark Normansell, Legal Director at SP Law, which has recently merged with EMW Law LLP, to find out why service always wins.
Service has always been important for law firms, right? Yes, it’s always been important – in fact, it’s what we’ve built our business on. There are loads of firms out there who can help you buy a house, remortgage or transfer equity, but they won’t all do it with a personal touch. What we mean by that is working really hard to understand our clients’ needs, helping them solve their problem, keeping them informed and doing it all in a language they can understand. Not everyone’s a legal expert (that’s why they need us), it’s our job to walk them through the process,
key decision points and do it all smoothly and efficiently.
How do you know if you’re doing a good job? Clients come back to us. It’s that simple. We work with several well-respected local estate agents and have a large client base across the local area, and we stay in touch. My team and I are always on the end of a phone and will do everything we can to answer a query or work through the process as quickly as
possible with minimum fuss. Our clients tell us regularly how important that is to them and our arsenal of positive reviews and recommendations centres on our service.
How do you build a team that can deliver expertise and the right level of service? We have some of the best experts in the business on our team – I’m really proud to work alongside them. They not only know their stuff but they’re brilliant at supporting customers too. Focusing on service is a key part of how we develop as professionals. I joined as a Paralegal in 2006 and throughout my journey to becoming a Licenced Conveyancer and now head of residential conveyancing at SP Law, customer service skills have always been valued as much as technical expertise. We grow it from the bottom up, throughout our workforce.
Can you tell us a bit more about your team? I’d be delighted to. My team is a well-oiled machine that keeps everything moving, the engine behind our results and happy clients. Right now, I’m proud to head up an experienced conveyancing team comprising Helen Williams, Karen Lacey and Jeanette Findlay. Together, we help clients with anything from buying and selling property, re-mortgaging, transfers of equity, unregistered property and preparing auction packs.
What else does SP Law do?
With roots in Northampton, where its founders Sundip Patel and Hassan Shah grew up, SP Law has proudly grown from a small practice based on Stimpson Avenue serving the local community, to a full-service law firm that’s part of the EMW family. Since the merger with EMW in January of this year, we can now offer UK and international clients a broad range of support from offices in Northampton, Milton Keynes, London, Gatwick and Brighton. My team focus on conveyancing but we can also support clients with commercial property, tenancies, employment law, settlement agreements, divorces, wills, probate, lasting powers of attorney and immigration; whilst the wider EMW family can offer many other services too.
What should someone do if they have a legal question or issue?
Get in touch. We’ll do our best to help. We aren’t shy of talking about our own experiences with legal matters and we talk in a very straightforward way – hopefully you’ll feel like you’ve got a trusted partner for whatever legal support you need.
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