A client-focused approach that relies on gathering feedback and tailoring services based on that feedback. These are the cornerstones of success for Client Choice Award winners Garling and Co Lawyers.
Garling and Co Lawyers won Best Personal Injury Firm (<$30m revenue) at the recent 2023 Client Choice Awards and was also named a finalist in the category of Best Law and Related Services Firm (<$30m). The Client Choice Awards are the only fully client-judged awards in the world. Entering offers an honest and valuable assessment of firms’ client service through the eyes of those who arguably matter most – their clients.
“We are delighted to be recognised by the Client Choice Awards,” Founder and CEO Matthew Garling (pictured) said.
“Our work can be challenging and confronting, with our clients suffering significant injuries. For our passionate team, this award is a testament to the fantastic work they do for our suffering clients who need their expert support to resolve their claims and start living again.”
The Client Choice Awards recognise the best professional services firms across Australia and New Zealand and have been held annually since 2005. The rigorous judging process involves surveying tens of thousands of clients to benchmark firms against their competitors according to revenue size and profession.
Beaton extracts anonymous insights from this massive data collection each year to create firm-specific reports known as Beaton Benchmarks. Insights from those reports consistently reinforce Garling and Co Lawyers’ secret to success: that gathering and acting on client feedback is crucial for great client relationships.
“We seek feedback at the conclusion of every case. We have an automated feedback process that allows clients to respond in a few simple clicks,” explained Garling.
“Your clients will tell you if you are doing a good job – you just need to ask. All feedback is good feedback, it gives you an opportunity to improve and we all want to improve and evolve.”
Garling said his team enjoyed a “lovely team lunch” in celebration of the win. He added the team would continue to focus on monitoring client feedback and consistently follow up with clients who provide it.
“Where this feedback provides opportunities for improvement, we will address them and implement any additional services required to ensure our clients are always fully supported,” he said.
Garling and Co Lawyers was named Best Personal Injury Firm (<$30m revenue) at the 2023 Client Choice Awards. This award was presented in partnership with FeeSynergy, and association partner Australasian Legal Practice Management Association (ALPMA).