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Latest news – Most firms fail the first impression test; Gender citation for 17 law firms; Ups and downs for lawyer recruitment
First impressions a worry for many law firms
Nine out of 10 Australian law firms fail the ‘first impression test’, according to client experience research firm CXINLAW in its 2018 benchmark research. In the report, called First Impressions Convert: Increasing Profitability from the First Touch Point, the research found that 88 per cent of initial-enquiry contact with law firms did not deliver a very positive result for prospective clients or the legal providers involved. More than half of the firms left prospective clients thinking about calling competitors, and a third of all calls were so poor that an instruction would definitely not take place.
The research, which was supported by the Australasian Legal Practice Management Association, sampled a range of 50 small to midsize firms across a range of law practice areas – from family, wills and estates to business and commercial law matters. CXINLAW used ‘mystery shopping’ techniques, commonly used in the retail industry, to establish the quality and impact of prospective client interactions with legal staff.
Carl White, Director of CXINLAW says: “In a buyers’ market, providers simply cannot afford to underwhelm and those that improve will increasingly outperform the rest. These results indicate that firms are likely to leave prospective clients indifferent to their services; or worse, when there are clear and actionable ways to do much better.”
The mystery shoppers looked for three key qualities in their first contact with law firms: “To feel as though I’m in the right hands”, “That they sound like nice people to deal with” and that “They’ll make things easier for me”. The best firms they spoke to responded well to these needs, while others could be unfriendly, intimidating or confusing.
Tick of approval for firms on gender front
Seventeen law firms have received a citation from the Workplace Gender Equality Agency recognising their commitment to promoting gender equality in Australian workplaces. The government agency bestows the WGEA Employer of Choice for Gender Equality citations on organisations each year. Maurice Blackburn and Russell Kennedy Lawyers are two new law-firm entrants on the 2017-18 list. A record 120 organisations received the citation this year and Ashurst made the list for the 17th year straight. It is the only law firm to have been consecutively awarded the citation by the WGEA, and its predecessor the EOWA, since its inception in 2001.
Ashurst managing partner Paul Jenkins commented in a media statement: “We are proud to be consistently acknowledged as being at the forefront of driving change in gender diversity. It is a reflection of the values and culture we have at Ashurst, as achieving gender equality is a critical part of the firm’s strategy and commitment to deliver better outcomes for our people and clients.”
The law firms recognised are:
- Allens
- Ashurst
- Baker McKenzie
- DLA Piper
- Clayton Utz
- Corrs Chambers Westgarth
- Gilbert + Tobin
- Herbert Smith Freehills
- Holding Redlich
- K&L Gates
- King & Wood Mallesons
- Maddocks
- Maurice Blackburn
- McCullough Robertson
- MinterEllison
- Norton Rose Fulbright
- Russell Kennedy Lawyers.
Maddocks has been given the citation for 14 years straight. In a media statement, Maddocks CEO Michelle Dixon said she was pleased that the firm had been recognised for its gender equality initiatives. “It is important for our people and our business that everyone receives the same incentives and opportunities that come from doing your job well,” she said. “The programs, policies and initiatives we have implemented over the past decade have been designed to emphasise the value our employees bring to the firm. Our success over that time, with significant partner, employee and revenue growth, is proof that gender equality is an important step towards business success.”
Mixed recruitment outcome for lawyers
A new recruitment report has pointed to a drop in in legal jobs advertised from the first to second quarter of the 2018 financial year. The 4.49 per cent decrease may in part have been due to the Christmas break, according to the Elias Legal Jobs Index, with many offices winding down activity during summer. The energy sector was one of the biggest winners in the second quarter of FY18. Elias Legal believed this may reflect Australia’s shift to renewables as energy costs soar, with NSW now receiving one-fifth of its energy from renewable sources.
In-house recruitment also made gains as companies, banks and the Big 4 accounting firms bulked up on internal teams. The index indicated a cooling off of the jobs market in areas such as property, corporate/M&A and litigation roles. However, several sectors experienced some growth, including energy, criminal and pro bono.
The energy sector was one of the biggest winners in the second quarter of FY18. Elias Legal believed this may reflect Australia’s shift to renewables as energy costs soar, with NSW now receiving one-fifth of its energy from renewable sources. In-house recruitment also made gains as companies, banks and the Big 4 accounting firms bulked up on internal teams.