Managing clients' fee expectations is the area where solicitors need to improve most, a survey of 300 small and medium-sized businesses (SMEs) conducted by the Law Society has found.

Other areas where SMEs say firms could sharpen up their act include - in descending order - being more proactive in keeping clients up to date and showing an interest in their business in between instructions; the speed at which they work; their availability; and their willingness to take a commercial approach to advice.

When it comes to choosing which firm to instruct, the respondents said personal recommendation and personal knowledge were key.

Asked to assess the importance of other factors in the selection process, respondents gave the highest rating to a firm's willingness to keep them updated with the progress of their matters.

This was followed by their willingness to give constructive, commercial advice on the next step and their ability to communicate in plain English.

Reasonable fees was only the sixth most important factor for SMEs when picking a firm, ranked level with their availability in or out of hours.

The survey found high levels of satisfaction with solicitors' performance in all areas bar the two - document production, and the standard of office and meeting facilities - to which SMEs attached least importance.

Law Society chief executive Janet Paraskeva said: 'It is good to know that small and medium-sized businesses are highly satisfied with the quality of service from their solicitors.

'If solicitors are to compete successfully in the modern services market, however, they need to listen carefully to what this important consumer group has to say.

Clearly, there is room to improve the provision of facilities and business understanding.'

Rachel Rothwell