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QRS – Don’t get ‘court’ out on compliance

27th February 2014

A recent High Court case has highlighted the dangers of law firms using ‘opaque’ conveyancing quotes to try and reel in clients. In his judgement Lord Justice Treacy opined that “the culpability of the respondents lies in the creation and continuation of a scheme of documents which was designed to attract work by reason of the low headline quote, which was opaque and misleading by its nature, and which had the effect of operating unfairly on the clients.”

One of the primary reasons for the exponential growth in our Quotation and Referral System is that it guards precisely against this type of behaviour, and actually promotes transparent, compliant working.

Every quote produced is not just a ‘headline’ quote but gives a detailed breakdown of how the final figure has been reached – fees, search costs, disbursements and VAT. It is designed to leave the recipient in no doubt as to the full costs applicable to the conveyance, and is the perfect instrument for any conveyancing department needing to show a complete audit trail from initial enquiry through to post-completion.

Nor does this detail or accuracy come at a premium – either financial or time.

QRS can be accessed via the free to use ETSOS ordering platform. You can generate accurate quotations – based on your firm’s current fee scales – in less than 60 seconds, giving callers on the phone, or callers in person, all the information they need in a highly efficient, professional manner.

Personalised quotes can then be emailed instantly out to a caller, complete with a built-in ‘click to accept’ option. These can be subsequently tracked to encourage follow-up, helping you convert more enquirers into customers. Indeed, it is a requirement of the Law Society’s Conveyancing Quality Scheme (CQS) kitemark that “Practices will document how client enquiries in relation to possible instructions are handled, with particular regard to:a: telephone enquiries b: clients who enquire in person in the reception area, including confidentiality c: enquiries by correspondence and e-mail.” (Core Practice Management Standards, 5.1)

That makes a triple whammy in our book – improved customer service, significant commercial advantage and, most importantly, effortless compliance. If you’d rather not court adverse publicity, then you might want to put QRS on trial.

For more information on QRS, please visit http://etsos.co.uk/quotation-and-referral-system/

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