Innovation is a buzz term across all types of professional services – but how can you know if changes your firm is making in the name of “innovation” are helping your clients? A simple way is to ask.
That’s what the team at Gilton Valeo Lawyers does. Partners Troy Andres and Fiona Wong credit their firm’s recent win at the 2023 Client Choice Awards to constantly seeking feedback and listening to clients – then innovating accordingly.
“Sounds very simple but our team (at all levels) constantly seek feedback and listen to our clients which genuinely allows us to provide a service that meets the needs of our clients,” Andres and Wong said.
“We conduct quarterly catch ups with key accounts where processes and legal issues can be identified and strategically addressed.
“Our market is moving rapidly, and it is imperative for us to continue to listen to our clients and innovate accordingly.”
Gilton Valeo Lawyers was named Best Immigration Law Firm (<$30m revenue) in the Client Choice Awards in 2023. Winning a category is an impressive feat in any year; firms must earn the highest client ratings their profession and size bracket. Hundreds of firms enter, and tens of thousands of client feedback surveys are analysed independently by Beaton to determine the winners.
This year was the most competitive yet – with 276 entrant firms and more than 17,000 pieces of individual client feedback submitted. Andres and Wong said in such a competitive market, receiving a professional award determined by the objective feedback of clients made the achievement more memorable.
“We were absolutely ecstatic about winning a Client Choice Award,” they said.
“Unlike many other awards, the Client Choice Awards handed the voting directly to our clients and the comprehensive nature of feedback which covered various aspects of service delivery really enabled us to understand what we were doing well and where we needed to improve.”
Feedback continues to be the driving force of Gilton Valeo Lawyers’ innovation strategy and provides the firm with guidance at every stage to changes being undertaken.
“Our market is moving rapidly, and it is imperative for us to continue to listen to our clients and innovate accordingly,” Andres and Wong said.
“We want to continue to build on our advisory offering which incorporates an in-house style legal service focused on businesses’ who have a global footprint and want to ensure streamlined processes, a great employee experience as well as oversight on big picture issues such as policy changes and directives.”
Gilton Valeo Lawyers was named Best Immigration Law Firm (<$30m revenue) in the 2023 Client Choice Awards. This award is presented in partnership with FeeSynergy, and association partner Australasian Legal Practice Management Association (ALPMA).