Jackie Fishleigh Library and Information Manager

10 New Square, Lincoln’s Inn, London WC2A 3QGt: 0207 465 4443e: jfishleigh@phb.co.uk www.phb.co.uk

Seagulls, sandcastles and ice cream:

Snapshots from the commercial law firm sector

Seagulls

Things we dislike

• Overzealous sales and marketing• Overpricing, especially of electronic products• Rudeness, deceit, sharp practices• Excessive paperwork• Bundled packages where customer is forced to

take items they don’t want• Delays and inefficiency

Sandcastles

The sandcastle of customer service

• Law library folk are very experienced at customer service themselves with a very tough internal market – commercial lawyers!

• Don’t ask our opinion unless you are going to take it seriously and follow up issues we raise.

• Make sure your staff are fully engaged with the topics of discussion.

Ice cream

Things we love!

• A supplier with a great website, complete with a user-friendly and efficient search engine

• Enthusiastic, friendly and knowledgeable staff• Consistently excellent customer service• Low-key, non pushy sales and marketing• Straightforward, transparent, realistic pricing• Please note we currently have deflation!

Payne Hicks Beach is a partnership authorised and regulated by the Solicitors' Regulation Authority (number 59098). Its main office is at 10 New Square, Lincoln's Inn, London WC2A 3QG and a list of the partners may be inspected there.

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