Shalaleh Barlow correctly identifies the need to emulate the service ethic in retailing, but misses the point of the Solicitors from Hell website. This attacks the brand of ‘solicitors’. I have spent three decades trying to market this brand only for it to be tainted time after time by the arrogance, greed and incompetence of fellow professionals.

Buying in work, then doing it as cheaply and quickly as possible, is a core retailing concept. The adverse consequences of poor quality must be factored in to survive and make a profit, with each retailer responsible for their own brand.

In my firm we encourage feedback. If a client’s experience is not 100% satisfactory we don’t just want to know, we need to know so we can make it better.

So far this works for us, but if anything was to go so wrong that a grievance had to go outside the firm it should not be used to damage anyone else.

John O’Donnell, odonnells, Preston