Jacksons' partners discuss secrets to 150-year success.
Jacksons has been going strong in the North East and beyond for 150 years and enjoys a glowing reputation as an independent law firm that cares.
In an age where everyone is an armchair expert through access to AI generated information, increasing client demands and ever-increasing new laws and regulations, Jacksons still keeps evolving.
However, one key thing remains the same – the need to put people – both employees and clients – at the heart of everything.
In a recent roundtable discussion, the partners talked openly about what has changed in its 150-year history – and why its fundamental values are now more important than ever.
Our heart
Head of operations, Amie Callan says the Jacksons team are “at the heart of what we do”.
“Having a culture where people want to stay and be a part of something is important – because having the best people puts us in a position where we can give the best advice,” she says.
“They are very much part of our culture and what they value most is succession planning in a safe and positive working environment where we are going to retain talent and grow from within.”
Erica Turner, head of legal says: “It’s really our people that set us apart from other firms.”
Working together
Both our team and clients at Jacksons benefit from the firm’s collaborative approach.
David Adams, the firm’s newest partner working in the corporate and commercial team, explains: “In some law firms, the interaction between the teams is minimal, because everyone tries to protect their own client relationship.
“Here, the client gets holistic legal advice because people are not reluctant to refer their clients to other teams.”
Toby Joel, partner and head of dispute resolution and debt recovery, believes this is a real USP, helping the firm win work and retain longstanding clients.
“We ensure all our clients know that if they have a problem, they can call us and we can put them in touch with someone we know and trust,” he says.
Understanding our clients
David has learned something important about client relations from the many accountants and financial advisers who refer to Jacksons.
“Some of the best accountants will say: ‘I haven’t seen you for a while, I’m just in the area can I pop in for a coffee’,” he says.
“I like to adopt that approach myself. You sit and have a chat with them and ask ‘what’s going on?’ and they might say, ‘well, I have this employment issue’.
“You get to understand their business and find out where the firm can add value – and this means they come back to you regularly, you understand your client’s business fully and it’s easier to advise on an outcome, proposal or solution.”
Richard Flounders, partner and head of property litigation, adds: “People buy from people and – certainly with what Toby and I do – nobody comes to see us with something that isn’t giving them a certain level of stress.
“The results are potentially life changing if we can’t help change things.”
Care in communication
Erica firmly believes empathising with clients enables them to fully confide in you – and this is crucial to helping them find a timely solution.
“Sometimes the advice we give is quite general rather than legal – but people choose to come back to someone who has shown them a sympathetic ear,” she says.
Nicola Neilson, partner and head of commercial property and agricultural and rural affairs, adds it’s important to be approachable and available.
“People ring up, they want to speak to you – and they get to speak to you,” she says.
“This makes them feel seen, heard and valued.”
She adds the complexities of the law are increasing at the same rate as time pressures, with new technology meaning clients often expect an immediate response.
“If you’ve been emailed one day and your client’s question needs some thought, it’s important to tell them you’re going to need time to think before responding fully,” she says.
“When you update people like that, they appreciate it.”
Remaining independent, embracing change
Jacksons is committed to retaining independence to protect its unique culture and client care.
“We are independent business owners, dealing with other independent business owners,” Toby says.
“When you appoint Jacksons, you are dealing with the firm’s owners – that’s how we can form relationships and that’s what sets us apart and makes us unique and successful.”
Erica says: “If you’re going to be a business that stands still, people are going to overtake you.
“Change should be your friend and not your foe.
“We are still providing pragmatic advice like we always have – but the manner in which we are delivering the advice is different.”
Richard adds the advent of AI means clients now visit lawyers already armed with information and “rightly or wrongly perceive they already understand their legal situation,” which can be a challenge.
“In the past, a solicitor would tell you what to do and you would accept that, but now it’s a two-way street,” he says.
“We give them options and they can choose what they want to do based on our advice.”
Business advice
Both Toby and Richard advise seeking legal advice as soon as a problem in your business becomes evident.
“We see things when something has gone drastically wrong and we often say, ‘if we’d picked this up six months ago, we could have turned this around’,” Richard says.
David adds: “Your bank manager, your lawyer and your accountant should be the trusted advisers around you.
“You shouldn’t be afraid to pick up the phone to them and ask their advice about your plans.”
With 150 years of success behind it, Jacksons certainly offers advice worth taking!
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