Turning flexible working patterns to your firm’s advantage

Sarah Charlton of Eatons Evans & Morris explains how flexible working patterns can actually be an opportunity to better satisfy an increasingly demanding clientele.

A philosophy I quite like, especially in business, is the idea of being handed a lemon (figuratively speaking!) and turning this into lemonade.  I hope to share a lemonade moment with you in relation what is sometimes feared – flexible working requests!

It is easy to fall into a mindset of resistance when you receive a request from an employee for a change of working patterns, hours or location.  For some, there is comfort seeing all of their staff in the office from Monday to Friday, 9 am to 5.30 pm, with no variations to this pattern. You might also be concerned that others will follow if you authorise one request.  We all know someone who has put in a reasonable request for a change of working pattern, which has subsequently been declined with a response that is, at best, dubious.  Putting legislation aside, if a request is approved, it may well result in some change – small or large – which could disrupt the status quo that you have been enjoying within the business.

So where does the lemonade come in?  I would argue that such requests should be viewed as opportunities!  Not just an opportunity to retain talent within your business (as there are more and more firms out there who are willing to be flexible) but also to provide a better service to your clients.

Win-win scenario

To me, It is surprising how many law firms continue to put their wants and needs before their clients.  I would suggest only a minority of law firms have become more intuitive in this area.  This sits in a backdrop of technology advancements and an increased appetite from clients to be able to contact their service provider (professional or otherwise) outside of core working hours. More flexibility can allow firms to meet these demands – various working patterns can be jigsawed in a way that inboxes are manned around the clock.

Non-lawyers who want to work longer days to earn  an extra day off per week could be trained to deal with new online enquiries that come in after hours. These enquiries could take the form of a central mailbox, quotation software or live chat feature – and the prompt response provides a good first impression. During the LPM Conference 2019 in Leeds, the talented Bernard Savage talked about first impressions, and lessons that can be learned from outside the legal sector to improve a client’s experience.

I would not advocate in any shape or form that a fee earner should be on hand morning, noon and night for their client – this cannot be sustained and is often a breeding ground for poor mental and physical health. However, a team can provide exceptional client care much of the time and for extended periods ­ all while meeting the flexible working needs of your people. So, my lemonade moment is having happy staff who have a work life balance. And as for client, they like to see and speak to happy staff, and they like the fact their matters are actively progressed before 9am and past 5.30pm by a team, not one burnt out fee earner!