myi: How long have you been in conveyancing?
I have been practicing law for over 30 years. I started my career at Lamb Goldsmith and Howard in 1979 and went on to set up Goldsmith Williams in 1984 with my partner Chris Williams. Simon Cottrell joined us two years later.
myi: What's changed in the sector over the last 30 years?
The market has evolved into two distinct models- the traditional face-to-face service performed by myriad High Street practices and a more modern alternative.
Goldsmith Williams has been pioneering the latter which is still a personalised service, but is a much faster process carried out in a more streamlined manner. F
or example, whereas once upon a time we would have contacted clients by letter, we now use telephones, email and even text messages to communicate which is far quicker and ultimately more convenient for clients.
myi: Do you think conveyancers provide a good service?
Yes, I do. That said, there are a large number of practices with too many solicitors chasing work in a diminished market.
Clearly, this is unsustainable. The traditional method offers no incentive or motivation to trade up on technology to implement new systems that deal with cases more efficiently. Those that have adopted new technologies are well placed to move forward in a changing market.
myi: How can you improve the service?
By continually improving the customer journey.
Assessing the way you do things on a rolling basis ensures that you can keep up to speed with what's working, what's not, what new technologies there are to help you improve and being open to new ways of doing things.
Finally, and perhaps most importantly, to listen to what your customers have to say about your service.
myi: What's all the fuss about with the FSA and due diligence?
The FSA has reported that lenders are not carrying out sufficient due diligence and regulatory compliance on their legal panels and have called for lenders to review their processes.
Fraudulent claims cost the industry a fortune every year and given the number of brokers that are no longer in business itís long overdue.
We have produced a due diligence kit which is available on our website and can be downloaded to help brokers and intermediaries verify the authenticity of conveyancers.
It's a comprehensive, easy-to-follow dossier of what all brokers should substantiate when making a referral to any legal services firm.
myi: How will Tesco Law affect the market?
It's the biggest shake up of the legal industry ever.
What's more frightening perhaps is that there are still a lot of people and companies operating in the industry that don't know about it.
It's fundamental that people are aware of it as it's destined to affect everyone involved in the sector.
At the beginning of June we put on a conference for brokers that outlined what the changes would be and how it will affect the industry which received really positive feedback.
myi: What does all this mean to conveyancing and purchase of legal services?
It should lead to a more streamlined offer. The government wants to open up the market to facilitate more competition between providers of legal services.
This is a good thing for consumers as competition leads to improved services and choice and, conversely, makes business raise its game.
myi: Is this the end of solicitors?
I don't think this is the big bang of the industry, but I do foresee, two years from now, there being a very different legal landscape with a multitude of providers offering a variety of services.
Survival is voluntary and solicitors will have to decide whether they want to work the new rules to their advantage or continue as they are and face the consequences of standing still.
