Minster Law Scotland: An interview

This week, we’re celebrating National Customer Service Week. An annual tradition in the Minster Law offices, we decided to sit down with two of our colleagues who joined our new Scotland office this year.

Brian Smith and Carly Grimason both receive excellent client feedback, so we wanted to see what they believe delivers that gold-star client experience.

Hi both, how would you describe your usual day-to-day?

Brian: “My working day at Minster Law Scotland can vary from day to day. It can include onboarding new clients, which involves outlining the claims process and issuing paperwork to them and insurers. Gathering evidence, taking statements and reviewing engineering evidence to investigate liability. Reviewing medical reports to assess the claim values, and speaking with clients to provide advice on insurer liability responses and settlement offers to ensure the best possible outcome.”

Carly: “Usual day-to-day is answering emails and calls, updating clients on where we are with their case and next steps, reviewing medical reports and records, valuing claims and negotiating offers on behalf of clients.”

What do you enjoy most about your role?

Brian: “The most rewarding part of my role is achieving great settlements for clients to compensate them and help put the experience of being injured in an accident behind them.”

Carly: “I mostly enjoy getting good results for clients and being told they are happy with the outcome!”

Why do you think it’s important to recognise customer service and those who provide it.

Brian: “Recognising good customer service gives an awareness that the input you make can make a real difference to your client and can motivate people to strive to do their best by their clients at all times.”

Carly: “It’s important to recognise because it acknowledges the hard work being put in by that individual. Most people will read reviews about companies online before choosing to go ahead with them and by reading previous client feedback it makes you feel more comfortable that you will also get good customer service. Transparency in services should be a focus in the legal industry.”

Has there ever been a case in your career which has stuck with you/ or something you did that you’re exceptionally proud of?

Brian: “Earlier in my career I had an elderly client whose hearing wasn’t great, so the phone was difficult and she had no email for signing documents. At the time, she was living not too far from me, so I made appointments throughout the claim to visit her. These in-person visits to onboard, review medical reports, discuss settlement and collect ID allowed her to claim when she didn’t think it was going to be possible.”

Carly: “There isn’t a particular case that sticks out but there have been a few over the past few months where I have negotiated a higher settlement for the client than what they were expecting, some over £1000 more than they expected. It’s nice to know the clients are ecstatic when they hear the outcome and leave good feedback for us.”

How do you provide excellent service to clients?

Brian: “I always try and put myself in their position to ensure I deliver the service I would expect myself.”

Carly: “I think I provide good service by always keeping them in the loop, being empathetic and understanding they are going through a difficult time with a personal injury claim, and reassuring them they we will do the best job we can for them to ensure they are fairly compensated for the situation they have been through.”

Check out some of Brian and Carly’s feedback below.

“Carly has been a great help throughout this full situation, she constantly kept me updated on procedures moving forward & always available to answer any questions I may have had. Can’t thank her enough for her patience and determination to get the situation resolved!”

“I dealt with Brian. He is a highly skilled and knowledgeable person, who put me at ease and explained all I needed to know without any jargon. Very professional and helpful, and very quick which was surprising as I have experience with other firms and have been left wondering for months. My experience was top quality and I would recommend Brian and Minister Law Scotland again.”