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100% of partners taking part in the programme recommended it to colleagues

Client Focussed Culture Development


Shoosmiths is an established UK law firm, with eight offices.

Their growth has been driven by a strategy of seizing opportunities in a changing market, while at the same time staying close to clients and providing them with the best possible legal advice.

In February 2010 they were a market leader in launching Access Legal. Access  Legal is a consumer focussed division, designed to offer easy access to individual legal advice and services. 

First Ascent have provided consultancy support to AccessLegal to define how they can further improve their client centricity, through the operational processes and communication styles they adopt in all forms of client contact.


Following an initial consultancy review and report of recommendations, we provided training to 100 partners, managers and front-line staff in how to communicate most effectively with individual clients.

Our other recommendations for improvements (processes, documentation etc) were adopted and managed to delivery by an internal change team.

The following was very typical of comments the programme received from partners

"I learned much about client centricity, how to implement and role model, and how to successfully promote this within my team."

100% of partners taking part in the programme recommended it to colleagues.