Three people are looking at the same transaction and seeing three different things. The lawyer sees legal risk, compliance and the responsibility of getting every detail right. The client sees one move, their move, and wants to know why nobody is updating them. The agent sees a pipeline and wants completions. Nobody in that picture is wrong, and that is precisely why the experience goes wrong.
Natalie Moore has almost twenty years in conveyancing, qualified as a Licensed Conveyancer through the CLC route, and founded Aconveyancing in 2017. The firm now operates from Tamworth and Daventry and was among the first law firms to trial a four day week. She was named Managing Partner of the Year at the Modern Law Conveyancing Awards. This session deliberately moves away from the academic side of conveyancing and into the day to day practical handling of matters and clients.
It follows the client journey end to end: onboarding with confidence, knowing your client, knowing the property before work begins, briefing the lawyer and handing over, communicating proactively to all parties, avoiding and resolving complaints, earning good reviews, and, at the end of it, avoiding burnout and enjoying the job. The argument underneath is that these are the same thing: the work that stops clients chasing you is the work that gives you your day back.
Key Takeaways
- Why the same transaction looks completely different to the lawyer, the client and the agent, and what that mismatch costs all three
- Onboarding that captures once and offers choice, gathering communication preferences, holidays, wants and needs alongside identity and payment, rather than treating the client as a file
- Knowing the property before work begins, using property data to produce a complexity score, early document actions and a cross referenced view of risk
- Making collaboration visible: who does what and when, proactive and automated channels, the 80:20 rule on expectations, and using sales progressors as a resource rather than fighting them
- Why prevention starts before dissatisfaction, and the three rules that follow from the complaint themes: inform early, explain delays, record advice
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