3 minutes with Charlotte Perry by You Do Better PR

3 minutes with – Charlotte Perry

by | Jun 8, 2021

‘3 minutes with’ is our initiative to support positive communications, gain an insight into local businesses, learn from their experience and take away their top tips. This month, we hear from Charlotte Perry, Partner at QualitySolicitors Parkinson Wright and President of the Worcestershire Law Society.

As a solicitor specialising in Family Law, I find face to face meetings with clients incredibly important. This of course has not always been possible during the past 18 months and like most businesses, finding a new way of engaging with clients has been crucial. Where face to face has not been possible, telephone and video calls have had to suffice. Not all clients are tech savvy and realising that clients due to, for example, age or vulnerabilities, may not be comfortable with using a video conferencing platform.

I am extremely conscious of just how difficult it can be for anyone going through a relationship breakdown or having child arrangement disagreements. The emotional impact should never be minimised and I have great empathy for those going through such a situation.

I find that there is something very important about engaging with your clients meaningfully with eye contact. Each client has individual needs and its important to find out what method of communication clients are happy to engage with. It is not the norm but on occasion if Facetime or WhatsApp is more comfortable to the client then that is what I have offered.

My top tips:

  1. Be flexible – whatever your business, when dealing with people, remember that each person is an individual and assess their needs. Some may not want to say they find certain technologies difficult to use and I think it is important to run a little assessment of each client and offer ways in which we can communicate better to suit their individual needs.
  2. Take a break – mental health is so important. The impact of the pandemic has been felt across all businesses and especially those customer or client facing. Working from home has seen the lines of a work/life balance blurred on occasion. Setting start and finish times of the day with a lunch break where you move away form the computer is defiantly something that I have tried (and sometimes failed) to achieve. Nonetheless I will endeavour to keep this in check!
  3. Manage expectations – emails, what would we do without emails! On the flip side, with emails being on phones and being more easily accessible, you can’t get away from them. Quick responses can sometimes set a bad precedent for managing expectations of clients and puts you under enormous pressure to always be available. I saw an out of office the other day which I thought I would share ‘Thank you for your email. Your email has been safely received. I will be dealing with emails in the same manner as post, in the order in which they are received. I currently estimate being able to respond to you within the next 48 hours. If your email requires a more urgent response, kindly contact my office on <xx>’.
  4. Be kind – this is certainly more general but be kind. You never know what someone is going through behind closed doors. We haven’t been able to see our friends and family, contact has be limited (or non-existent) and face masks prevent a smile. The words used and tone of voice mean so much more now than they ever have before.

5 Top PR Tips by You Do Better PR delivering pay-as-you-go public relations, communications and networking.

To join in with our 3 minutes with initiative, please email: ruby@youdobetter.co.uk.

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