Exclusive: QualitySolicitors launches high street network

Wow. What an exclusive this is for the Gazette and, boy, what a story! I have to say, credit where credit is due. This seems to me to be an unparalleled achievement in the legal market. In my view this is the most significant development for many years and if I were a firm in a town with a newly branded QualitySolicitors branch I would be seriously worried. I had heard of QualitySolicitors before but had no idea just how serious they were. I could well see their plan of a branded branch in every town/city leading to them being the dominant force in the legal market - a bit like a legal version of Specsavers. I applaud them for taking the fight to the 'Tesco law' brands and how nice it is to see someone doing something proactive for a change rather simply talking about things. Congratulations QualitySolicitors.

I think this is an excellent initiative on two fronts. Firstly, it sees smaller local players combine under one brand and, in doing so, meet customer demand and improve their chances of panel representation in a Tesco Law world (indeed, I expect such initiatives to help these firms to win work which will be "white labelled" out by the likes of Tesco). Secondly, I love the way that they are tackling the retailers by moving into shopping centres and the like and re modelling to appear to be more like retail units. Bravo!

I am reminded of the episode of the “Brittas Empire” in which dear Gordon is “wiped out” whilst using a zebra crossing maintaining at all time that it “was his right of way.”

As solicitors, we have a right to be proud of our profession and the standards that it upholds. We should also be prepared to move with the times and to demonstrate that we are adaptable and sensitive to the requirements of the market in which we operate.

Some may well take the view that solicitors, by virtue of our calling, have a “right of way” in the legal market place.

Those who do, however, may well end up like Mr Brittas.

Its an interesting concept smaller firms need to reduce costs in order to stay profitable. Marketing and presence can significantly add to costs but the internet allows a low cost route into the market. In respect of employment law - http://www.employmentsolicitors.co.uk and http://www.employmentlaw.co.uk are excellent examples of branding on the internet.

Son, with the greatest of respect you can't polish a turd. Tesco law is dead in the water. The abolition of Home Information packs is just the start of the solicitors fight back.

The legal profession has just survived Dunkirk.

Quality Solicitors.

We all know what that means. Any conveyancer faced with an outfit on the other side with a similar grandeous name invariably groans as that outfit will be useless.

To join this branding you wonder why they felt they had to. Unable to make an impact on their own?

They will die a death.

Actual delivering a great service is key.

Well done to our agents. Comrades, the programme must be speeded up now our placed men in legal services may lose their jobs. Don't worry about Home Information Packs we must all work covertly to ensure ABSs are not scrapped. Well done for using people with limited intellectual abilities to speak for the customer, they really are fooled as to what we are really up to.

Ray McLennan - your craven view of our profession is encapsualted by you using the word "customer" rather than"client".

You clearly don't appear to feel you're delivering a PROFESSIONAL service... Would you see a Dr or an Accountant stoop to say "customers"? Have some pride man...!

And just because the say Quality Solicitors doesn't mean anything about the actual quality on offer - indeed, the fact they use the word "quality" appears pretty desperate marketing to me - surely quality is taken as read...?

This is a fascinating news item.

Those of us with major national high street retail brand business experience know only too well the opportunities and challenges that lie ahead for these people. They should be applauded for being willing to put their necks and reputations on the line. True pioneers.

This really is a fascinating string. To those on "How dare you compare me to a butcher" wing, I feel your pain, but try reading Chapter of "Freakonomics" (Levitt and Dubner), in which the authors talk about "information asymmetry":

"It is common for one party in a transaction to have better information than another party...such a case is known as information asymmetry. We accept as a verity of capitalism that someone (usually an expert) knows more than someone else (usually a consumer). but information asymmetries everywhere have in fact been gravely wounded by the Internet"

Now, I realise that the QS initiative is not exclusively about the internet, but it is one side of a coin which sees information asymmetry in many areas of "High Street" (and indeed commercial law) being severely eroded. The other side of the coin is more to do with cultural and generational shifts which see clients/consumers/customers being more comfortable with a more modern, less stuffy approach to the provision of Legal Services.

Frankly it doesn't matter if one thinks that is a good or a bad thing - it just "is". I can understand those Partners within smaller firms who are perhaps nearing retirement and who might just not get this darn internet thingy and who are scared to death as they see their pension pot evaporate. However, clinging to some snobbish notions of being above it all, or of not having to adapt to meet customers' needs are going to be as about as effective as King Canute ordering the tide to turn.

Assuming Karen Smith is one and the same as the Partner from Jacklyn Dawson Solicitors, of Newport, you can perhaps understand why she feels the need to modernise her practice..

Their website has a truly interesting home page of -

"Jacklyn Dawson are a long established Newport firm. We can trace our roots back to the firms of Liscombe & Dawson and H. Meyrick Williams, who practised in the Newport area in the earlier part of the last century. In 1963 both firms merged to form the firm of Jacklyn Dawson & Meyrick Williams. At around the same time this new practice moved to its current offices at Equity Chambers in the centre of Newport. Following its merger in 2004 with Kenneth Hurley & Co the firm practices from its Monmouth premises as Jacklyn Dawson Hurley. Kenneth Hurley & Co incorporated the long established and respected practices of Vizard & Co and Williams & Tweedy."

Who needs mogadon with a website like that?

I suppose we shouldn't be surprised at the comments above which range from the ridiculous to the downright offensive given that the author "names" himself after someone who died almost 100 years ago. It seems "Marshall Hall" is waging a one man attempt to denounce something that otherwise seems to be universally viewed as a quite brilliant concept. I know all my colleagues were talking about this on Thursday or Friday and almost all considered it to be a fantastic idea.

Mr "Hall" - you are quite quick to criticise Karen Smith's website above. Come on then - who are you when not hiding behind a pseudonym that betrays your archaic and sad attitude. Like one of the posters above, I happen to live in Bristol and would just observe that Burroughs Day have a very presitigous address on an extremely nice road. I don't see "Marshalls" hypothetical "Chardonnay & Kyle" being the target market for firms of this calibre. So come on Mr "Hall", before you continue your embarrassing posts - why not have the confidence to tell us who you are and what firm you work for. Something tells me the likes of Morrish, Stephensons and Burroughs Day might be considered a rather better calibre of firm than your own.

I repeat the views of everyone above apart from the joke that is "Marshall Hall" - this is an incredible achievement by a group of firms who should be admired for innovation. I'm simply upset my firm didn't get to be a part of it and am genuinely worried about our market share in Bristol being eaten up by Burroughs Day!

To read some of the comments on here you would think we were back in the 19th century. In fact, I'm surprised the some of the people who post on here actually know what a computer is never mind how to use one.

I'm not a lawyer myself, but I work closely with the legal profession and I find the customer/client debate hilarious. Only lawyers could get so hot under the collar about something of such little consequence to the people they are actually talking about. I couldn't care less whether I am referred to as someone's client or customer and certainly we are all familiar with the term "customer service" as a generic term to describe how people are treated whatever the "profession".

As for the above questions suggesting abject horror at the idea of "uniformed" staff and, god forbid, name bages - you people just make me laugh! Why on earth shouldn't "front of house" staff wear a smart uniform and name badge. I think that is smart, professional and entirely sensible in this era. It's the kind of thing that makes people more comfortable and at ease - surely exactly the thing the legal profession needs.

As for the suggestion that this government will abolish ABS's - now you really are entering into fantasy land. Gettting rid of HIPs as part of a pre-election promise seems to have given some fantasists the idea that ABS's will follow. Not a chance. ABS's came in on the back of of a mandate to increase compeitition and consumer choice. If you think that abolishing it to give solicitors back their monopoly will be on the agenda then you are insane. Plan on that basis and you will be sure to be one of the first out of business after October 2011.

QualitySolicitors has done two things in my mind. Firstly, potentially revolutionised the legal market for the better and secondly, via this forum, shown us just how many lawyers we still have who wouldn't know commercial acumen if it came and smacked them around the head. Frightenend, pretentious, backwards people who will ultimately be left behind as the more forward thinking move forwards. Fortunately for the profession as a whole, I think there are plenty of the latter and so the profession has, I think, a healthy future and one where it might be better of with the extinction of some of the dinosaurs like Marhsall Hall and the above poster.

Good luck QualitySolicitors - you can have my custom if you want it and open a branch in Manchester and, as a non-lawyer, I really don't mind hearing about your great "customer service" and I look forward to being greeted by smart, approachable, uniformed staff.

"I would respectively suggest that it is dangerous for society to have clients who feel superior to lawyers and demand customer [service] - presumably."

Dangerous to society?! Really?!!

"Retail uniforms are designed to make the man off the street feel superior to the shop worker in order that the potential buyer is not initimated."

Yes, we must ensure we continue to make sure our clients feel intimidated. That's a vital part of the future success of our profession.

God help us.

There is a new Sherrif in town and he has a deputy who does not like spivs.

The plan to destroy the independence of the english legal system has failed. ABSs will not go ahead, the unholy alliance between the commies and the city is broken. The lessons of Madoff, Enron and the recent banking crisis will tell anyone with common sense that the legal profession's role should be to act as a check and balance against the excesses of the business class and government executive. Yes you are supposed to respect lawyers even if you do not like them or are jealous of them. SOLICITORS HAVE CLIENTS.

Not everyone from the business class is a crooked spiv but how would the legal regulators know the difference if a businessman without a criminal record makes an application to be deemed a fit and proper person to own an ABS. At least we know that QS are solicitors and therefore fit and proper. My advice to QS is don't panic and don't concede more than you really have to, Tesco law will not happen.

Fairly clear that most posts are from QS who have clearly been working to promote their idea. (the Gazette doesn't seem to have any control nowadays).

A few things:

1. QS serves to promote the QS commercial model not the profession.
2. The QS model is based on peddling fear. The real innovation will come from firms embracing change and the many opportunities facing them.
3. There is already a national legal brand, in fact a recognised superbrand in the Law Society which should not be hijacked, but just used better.
4. The QS concept is likely to damage the solicitor brand through consumer confusion.
5. The QS founders have almost certainly dug a hole for themselves financially hence the desperate posts in this column.
6. The naivety in suggesting a new dominant high street brand can be created in 12 months is absurd.
7. There is a huge assumption that ABSs will have a delivery model that people prefer.
8. Firms should concentrate on who you have helped and will continue to help in a spirit of optimism that you will be able to improve how you do in the future through technology, communications ,or other means.

Hardly any men work in modern law firms from reception to senior fee earner. Yet most Partners (especially equity partners) are men. My view is that it is the Partners of the QS firms that may benefit financially not staff whose pay and conditions will continue to deteriote (low pay, weekend working, uniforms etc).

I am not prepared to believe that the Partners of QS are idealistic champions of the consumer as some of the above posts would appear to suggest.

Women are patronised and exploited in most areas of the economy as cheap labour. The future of legal services is not bright if we continue to go down the wrong path.

Ironically it seems to be that women are at the cutting edge of Tesco law and tend to be the voice of consumer groups.

It would be interesting to know how many men and how many women currently work at QS now and in two years time.

Reading some of the comments on here has made me realise just what easy pickings the legal services market could be for the new players.

Outrage at the use of the term 'customer' for instance. For the benefit of any solicitors who have not moved from behind their desks for several decades clients do not have to use us. The image of the high and mighty solicitor who may deign to do something every few weeks on a file to the eternal gratitude of the grovellingly grateful client will be consigned to the history books. They can go wherever they like. Being a solicitor no longer gives people a divine right to receive a high income forever.

If we want to attract future business we have to be approachable, visible and exceed customer expectations. My suspicion is that many of the new players will offer a poor quality call centre type service and next time the unfortunate customer needs legal services he/she will not want to go anywhere near those types of organisations. What Quality Solicitors is about is giving them a highly visible alternative where they know that not only will they be dealing with an organisation they recognise but they will be looked after by proper lawyers. The best of both worlds.

A large number of firms I deal with locally are extremely good at what they do but for many that will not be enough when the largest, most successful businesses in the country get their teeth into legal services. We can either sit around moaning about how unfair it is or take the initiative. Quality Solicitors are the first organisation to offer high street firms the chance to benefit from a national brand.

Being a Partner firm is no free ride and I do not mean just in a financial sense. If firms fail to consistently get positive feedback those firms will be removed so anyone thinking this is just an empty marketing exercise (pay your money and off you go) they are very mistaken. My firm already offers extremely good service. By taking the step we have in being a Founder Partner firm it has forced us to focus on what we do and look at ways to improve it further and improve our overall business model. Quality Solicitors long term will only succeed if it delivers on it's service promises.

And yes we do have QS jackets for our reception staff with name badges to follow. Just look at us!