Client care is the law at town practice

Gemma Turton, Anita Toal and Grant Shackleton of Maples Solicitors, Spalding, accept the Customer Care award from Caroline Cunnington on behalf of sponsors Chattertons Solicitors.  Photo by Tim Wilson.
Gemma Turton, Anita Toal and Grant Shackleton of Maples Solicitors, Spalding, accept the Customer Care award from Caroline Cunnington on behalf of sponsors Chattertons Solicitors. Photo by Tim Wilson.
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Taking good care of your customers is a must for any business and a principle that this year’s South Holland Business Awards is keen to recognise.

Firms whose staff invest time, money and people into giving the best service possible are generally rewarded with a lifetime of loyalty and glowing recommendations from customers and clients.

This is the experience of Maples Solicitors, Spalding, who won the Customer Care category at last year’s South Holland Business Awards.

Based in the town for more than 180 years, Maples employs more than 30 people at their offices in New Road.

Grant Shackleton, a partner with the firm, said: “We were very surpised to win because a lot of people don’t associate client or customer care with solicitors.

“But we’ve had a written policy relating to client care for many years, related to the Law Society’s practice management standard. That’s probably what helped us to win the award as we were able to show the judges what our client care policy was.”

Firms across South Holland are welcome to enter this category and five others at this year’s business awards to be held at Springfields Events and Conference Centre, Spalding, on Thursday November 20 at 7pm.

The awards are organised by Lincolnshire Chamber of Commerce, in partnership with Spalding and District Chamber of Commerce.

Chamber president Phil Scarlett said: “Excellent customer service is the ability for a business to constantly and consistently exceed customers’ expectations.

“The judges are looking for businesses that pride themselves on knowing their clients, their business and delivering a service tailored to their needs.”

Nominations should include how firms have acted upon feedback from their customers, corrected any shortcomings and made their customer care policy better than their competitors.

Anita Toal, another partner at Maples Solicitors, Spalding, said: “The Customer Care Award category is about service from the moment clients get in touch with you, first contact with your receptionist and keeping them informed of anything important.

“It’s also about giving your clients advice they can understand, being up front with them and responding to letters and telephone calls.

“We had a lot of positive feedback from our clients, a lot of whom have a great relationship with us and some who we have represented for generation after generation.

“It did raise our profile and it’s a badge of honour that can only be a postive thing for businesses locally to have.”

For more details about the 2014 South Holland Business Awards, go to www.lincs-chamber.co.uk