Challenging the Status Quo

Robert Camp was willing to look outside the legal sector to revolutionise Stephens Scown’s approach to client service.

Rhian Huxtable, Customer Experience Director with Insight6 was brought into Stephens Scown by Robert to set up a client experience role as a third-party supplier – a move which was very innovative among law firms.

“In my role as a client experience specialist, I’ve met lots of business leaders and Robert is one of the most forward thinking. He really understands how client experience and employee experience drive business success,” says Rhian.

“Robert is willing to challenge the status quo. He is keen to learn from other sectors and try out the best ideas he finds. And he is also brilliant at bringing the people he is working with along with him on that journey,” adds Rhian.

The four projects Robert asked Rhian to set up for Stephens Scown were: an overhaul of the firm’s client onboarding process to ensure consistency; introducing a new way to gain regular feedback from clients throughout their engagement; finding ways to covert more enquiries into work through mystery shopping research; and starting one-to-one feedback sessions with the firm’s most valuable clients.

The scope of the projects was unusual among law firms. Rhian explains: “Robert understands that clients are at the heart of a law firm. He is open to new ideas and finding a better way of doing things.”