Equitas Lawyers are a fantastic finalist for this year’s category of Best Law and Related Services Firm (<$30m revenue). Based in Perth, they pride themselves on personal, practical and responsive legal solutions. This is clearly reflected in their client reviews and ratings with clients praising their personalised approach to legal and migration services.
Clarissa Quek and Martin and Mayo Tuohy provide great insights into their personalised approach to legal services.
What do you identify as being a key factor in your firm’s success?
Our enduring relationship with clients and our collegiate culture. We genuinely care about our clients – they’re not just a file or a means to an end, to us! We take our clients’ trust and confidence in us seriously and our desire to build long lasting and valued relationships with our clients underpins all that we do. It is important to us that everyone in our team genuinely enjoys coming to work, and feels supported and valued. Building a warm and collegiate environment internally has and continues to enable and equip us to be our best selves for our clients.
We recently had the privilege of celebrating our 12th year in practice as a firm, and we have our wonderful clients and people, past and present, to thank for that!
How did you respond to the challenges faced over the last year?
By utilising an efficient, effective and secure cloud-based document management system, we have been a paper-light firm for 4 years now. Being accustomed to being paper-light coupled with our ability to be flexible, adaptable and proficient with technology such as video conferencing, made the transition to remote working during the COVID-19 lockdown period practically seamless for our people. In turn, there were minimal disruptions to our client service. We knew that due to COVID-19, many of our clients were undergoing disruptions, either personally or in their business. So we checked in with our clients to see how we may best support them. Our support ranged from providing updates on changes in the law and what it meant for our clients, to connecting them to sources of information for financial support from the Government, to just being present with our clients as they shared how COVID-19 has impacted them.
What do you prioritize in your client service?
Excellent communication, responsiveness and effectiveness. We keep our clients informed at every step of the way, to the extent possible, and are always open and frank in our discussions and advice. Our clients always know who’s doing their work and the personal nature of our service provides them the ability to speak directly to the person handling their matter. We always work to try to resolve our clients’ legal issues as quickly and as cost effectively as possible. Our clients’ trust and confidence in us is important to us and we try to honour that in every task that we undertake for a client’s matter and in every interaction we engage in.
How has FirmChecker helped you achieve this success?
We believe in the value of client feedback. FirmChecker has provided an accessible and independent platform for our clients to provide honest and helpful feedback and for us to assess how well we are doing in terms of client service. The feedback we have received thus far through FirmChecker has been invaluable. It has helped us to identify our blind spots and the ways in which we could be doing things better, and has also encouraged and affirmed us in the areas that we are doing well when it comes to client service. It has given us insight into what our clients value, which has and continues to enable us to better build our relationships with our clients and to better serve our current and potential new clients.
Find out more about Equitas Lawyers’ client service on their FirmChecker profile.