Category Archives: Research

CONVEYANCERS – help clients to recommend you, let new prospects feel what it’s like to be a client

Conveyancing-WorkshopTwo key findings from recent research by tmgroup that can help conveyancers make the most of new opportunities to grow new business across your practice.

Conveyancers – particularly in the current property market – are in a great position to generate business, not just for their own department, but for the whole of the private client team; and commercial too, as company executives buy properties too of course.

  1. When it comes to why clients pick conveyancers, the biggest factor by a significant margin was communication, not price.
  2. Once a client recommends you to their friends, relatives and work colleagues, those who then use your services as a result see that this is the way things should be done – so they in turn are more likely to recommend you too.

All the more reason then to make it easier for your current clients to recommend you; so how do you do that?

Today’s Conveyancer reports today on tmgroup research which shows that people who were recommended a solicitor through a friend are more likely to make a recommendation themselves; whereas those who took an estate agent’s recommendation were much less likely to make a recommendation … and those who found a conveyancer online.

And … when it comes to why clients pick conveyancers, the biggest factor by a significant margin was communication, not price.

So isn’t that something your prospects should experience when someone calls for a “quote”?   Your people don’t need talk about it; just do it.  

AIDA works but involves some initiative by your people to:

  • Get their Attention
  • Demonstrate your Interest in them.
  • Arouse their Desire to come to you, rather than someone else
  • Agree next Actions, to keep the momentum going

Unfortunately, all our own mystery shopping research shows that little has changed in the last 15 years; still virtually no conveyancers make any effective effort to demonstrate their interest in communicating at this stage!

Conveyancers still keep focusing almost entirely on price – because the easiest question to ask and to answer is “How much ..?”

It could easily be so much better!

Conveyancers may also be interested in the following posts:

Residential Conveyancers: Get focused on generating new business from your best prospects.

Define, agree and act on opportunities to improve performance and produce more profit from your residential conveyancing services … and your wider private client practice.

ConveyancersInpractice UK have partnered with TheConveyancingMap to deliver a tailored service to help conveyancers quickly and reliably set out a sound plan to develop their residential conveyancing business; also engaging the conveyancing team in the initiative to make sure that plans are put into practice.  This service is delivered by Allan Carton at Inpractice UK and Richard Hinton of theConveyancingMap – each with more than 20 years’ experience of developing conveyancing services in the legal sector.


  • Define and implement an assured strategy to develop a more profitable residential conveyancing business.
  • Identify the weaknesses of your competitors and exploit them effectively
  • Generate more profitable private client instructions as a direct result of an increase in  your conveyancing business.
  • Engage your people in your plans for your business, by helping  them to understand it.
  • Establish a presence and effective relationships where they really matter to generate the conveyancing business you want.
  • Focus any spend on marketing and promotion where you can be sure it will target the people you want as clients.

Who is this for?

Any practice that provides conveyancing services will benefit from an objective review of the market in which they operate.  Conveyancers may also be interested in our specialist workshop on dealing with conveyancing quotes / enquiries and maximising referral opportunities.


A:  Market Intelligence

TheConveyancingMap intelligence on transactions completed in your local area, including a clear picture of who is doing what,  This includes mapped distribution, volume and value of conveyancing transactions handled in your catchment area by:

  • Each conveyanConveyancing Market Intelligencecing competitor.
  • Each estate agent

B:  Expert Interpretation in Context

A preliminary report providing expert interpretation of this information in the context of your business, identifying key opportunities and potential challenges.

C:  Brainstorm with Our Experts – Explore Options, Agree Strategy & Plan

Up to a day of consultancy, working with your team on your premises to develop an agreed strategy and action plan to develop your conveyancing practice, most effectively to meet your objectives for your practice.  During this session, Allan Carton of Inpractice UK and Richard Hinton of ConveyancingMap will work with you to:

  • Explore the data and opportunities, and potential strategies
  • Identify best prospects and where they live
  • Define how to extend services with current clients
  • Develop, agree and refine a strategy and outline action plan to capture these opportunities.
  • Engage your key people in the discussion to build a shared view

D:  Defined Plan of Action

We then deliver a concise report recording the conclusions, strategy and plan of action agreed during the workshop session and any other recommendations.  This is to be shared and actively reviewed to engage the whole conveyancing team and to track progress; and to be adapted over time.

Optional Extra: We can “mystery shop” your practice and your competitors to add more intelligence to identify more opportunities to differentiate your practice, to make you stand out above competitors.

To find out more, complete the enquiry form on this page or contact Allan Carton at or Tel: 07779 653105.

Business Performance Research: Assessing how treatment of employees at work impacts on business results.

Employee EngagementTo what extent and in which areas are the people undertaking that work being appropriately recognised, engaged and supported to ensure the success of new strategies, projects and initiatives?  What impact does – good and bad – treatment have on results?  Does it really matter? Can the returns be quantified to justify investment of £x or y hours in getting the balance right? Everything is a balance!

Complete this confidential 10-15 minute survey to find out how you, your legal practice and the rest of the legal sector fare on “Organisational Justice” that could impact on performance.  

The questionnaire highlights where lawyers can drive both high and low “Organisational Justice”, which is connected to many behaviours that affect the bottom line, e.g. retention, absenteeism, reduction in productivity, counter productive work behaviours etc.

The Objective of this Research:  Since the 2007 recession and the introduction of ABSs, law firms have been undertaking change.  Amanda Galley is exploring an emerging gap that could hinder their hard work.  Whilst law firms are working hard to change their structure, strategy and systems/processes (new IT systems, project management roles, pricing models etc), there is a fundamental element – the people undertaking the work – where lawyers may need to be pay more attention. The results of this research will help the legal profession to understand this potential gap.

Organisational Justice: is about our perceptions of whether we are treated fairly in the workplace and how those perceptions drive our actions.  The impact could be a positive or negative change in our behaviour; or it could even encourage us to leave or stay at our place of work.  A brief explanation of the three separate constructs within “Organisational Justice” is given within each section as you complete the questionnaire.

Confidentiality:  You will NOT be asked for names or firm names.  There are a few demographic questions at the end of the survey but just generic questions, nothing that can be traced back to anyone.

Who should complete the survey Please only complete this questionnaire if you work or have worked in the legal profession.  As well as employees, Partners and Owners are also encouraged to participate.  Partners and owners – you should still please answer from your own viewpoint, even though some sections are asking about ‘partners and owners’

For more information. email Amanda Galley at

And the winners are …

Win-WineThe response to our survey of conveyancers was so good that we decided to draw two winners from the hat, not just one.  So CONGRATULATIONS to the two winners of a case of wine each:

  • Leanne Green at DC Law; and,
  • Michael Ross at Advantage Property Lawyers

Thankyou to all who took part and our apologies to those of you who entered but didn’t win this time around.  Your feedback and insights have been very helpful and I’m sure there will be other opportunities in the future.

CONVEYANCERS – Win your first prize for 2015, to set the trend for what should be a good year;  a case of 12 Bottles of Wine of your choice

Win-WinePlease complete our short snapshot survey to win the prize. If you are a conveyancer this won’t take you more than 6 minutes!  All responses are multiple choice and your responses will be based on your personal experience of dealing with residential conveyancing transactions, so it’s all at your fingertips.

Go here to complete the survey.

The research is on behalf of a client interested in developing new Local Search solutions that could reduce the complexity of your work, aiming to free up more time for you, relieve pressure in the process and to ease the stresses for your clients. Great if you feel it can work for you!

By completing the survey, you will be included in our draw to win a case of 12 bottles of wine, with the winner able to choose red, white or a mix. The draw for the case of wine will be made at 12:00 noon on Friday 30 January, with the winner being notified directly by email; also published on our website at where you will also find the rules of this competition.

All responses will be treated in absolute confidence and no responses will be directly attributed to you or your practice.

Set a new baseline with your clients – we find that they now want to do it too.

Business Strategy - putting pieces together, Law firmsIf you are unsure about how your clients might react, this follow up from some of the management at businesses we interviewed on client listening sessions says a lot about their perception of the value of the exercise to them ... it’s not unusual for the clients (MD’s, FD’s and CEO’s) to approach us or our law firm client afterwards to arrange to do something similar for them for their customers.  Provided our law firm client agrees, we’re delighted to do that.  It’s good for us, but also a great way to embed a client relationship as it will be remembered as a shared project, helping to add value to your client’s business.

Why do this now?  Work together to find the best solution.

The economy is moving well, the property market has already picked up – so business owners can afford to be more optimistic about the future and begin to lay out their plans for the next period, so there are big opportunities now to grow with your clients.

…. but the business environment is never going to be the same as it was pre-recession … and the legal market has changed.  Fixed fees are the norm for many areas of work, technology has opened new opportunities both for you and your clients.  They  want better value for money and expectations of what constitutes “good service” have moved on.

So what are you doing differently now to add more value to your service?  How do you go about setting the new baseline for your relationships going forwards?  How you work together should be something different from before, enabling you to tap into new opportunities just as much as your clients.  How do you make sure you push the boundaries to help your clients care about using your services?

You can create more opportunities to listen harder to your clients, introducers and business partners.  At least some of the time, you should do it differently, using objective, independent business people like us to prompt a different perspective –  because it works.

New FREE Edition of Internet Newsletter for Lawyers Online Now

Internet Newsletter for LawyersThe free September/October 2013 issue of the Internet Newsletter for Lawyers is now online – you can read it here. No password is needed.

The topics covered in the new issue:

  • Nick Holmes explains how and when information and services will be moving from the Justice site to GOV.UK
  • Mindy Gofton of I-COM looks at how and why websites should be adapted for mobile devices
  • Carl Gardner describes how press regulation will affect web publishers and bloggers
  • Mike Scutt of Excello law reviews instances before tribunals of misuse of social media by employees
  • David Flint suggests issues to consider when implementing cloud computing
  • In the second of our series, independent publishers describe their law update services
  • In an online extra Charles Christian asks why document drafting and knowledge management have not been enthusiastically embraced
  • In an online sponsored feature Darren Gower describes Eclipse’s new TouchPoint solution – a new area of client self-service.