Obelisk Support

Q: Is it just common sense when you're mapping out how someone wants to receive a service, or is there something intrinsic to being a lawyer delivering a service to a client? A: Talking about the client journey, I [positioned] myself as a consumer and tried to understand how I behave and what I expect from a service provider. It has to be easy, very much like a John Lewis "you know what you get, it doesn't unravel in the wash", and this is what our business is aiming to do. We want our clients to experience that it's simple and easy to work with us. We have about 1,100 registered lawyers, which is symptomatic of the fact that the legal profession has an over-supply of lawyers. The question is, can we get good lawyers to work with? Because we only do business law. To guarantee the quality of our lawyers, my team makes sure that they have a minimum of 2 years experience in a top law firm or a very large multinational, as this is our client base. We have other objective recruiting requirements to which we add a culture fit element. It's a mixed process that can take up to two weeks to complete. About 40% of people make it through. Q: When did it pop for the business? A: In March 2012, we had 120 lawyers and I realised that we needed a larger scale. We got to 500 lawyers during the year, then 800, now 1,100 and we get new suppliers all the time.