First-class service A recent sample of testimonials, grateful thanks and promises of referrals received by this firm reads as follows: 'Ninety-seven per cent of clients felt they received an efficient service, 96% would use the firm again, 76% felt the service was better than the last time they moved while 18% thought it about the same, 98% thought our written communication was clear and helpful, 95% thought we offered value for money.' What excellent news then for the consumer.

And the firm? Michael King (see [2001] Gazette, 5 January, 1) may be surprised to learn it is Shoosmiths' Property Direct, a pioneer of direct conveyancing.That Marsons has decided to withdraw from the direct conveyancing market, confirms that making a direct conveyancing operation work is not without its challenges.But let's be clear on one point.

Direct conveyancing is not about call-centre technology.

Direct conveyancing is about customer service: it means being available seven days a week, charging fixed fees, waiving fees where cases abort, and building a personal relationship of trust with clients, which means they are kept informed throughout a transaction and understand that we are driving their move forward.Technology is an important factor, but the thousands of testimonials we have collected are offering a resounding endorsement of the client-service levels that our staff and our operation offer, not the size of our IT spend.

We are satisfying a demand in the market for a new approach to conveyancing and it is abundantly clear to us that this demand is growing rapidly.Andrew Tubbs, partner, Shoosmiths Property Direct