Norwich-based MJP Conveyancing specialises in offering fixed-fees for conveyancing in England, Wales and across the UK and their bespoke on-line service meant they were already ideally positioned for remote working and meeting clients’ needs during lockdown. However, we all know that in business relationships are critical to success, so we caught up with their Client Onboarding & Marketing Specialist, Martin Bartlam, to find out how they maintain these important relationships, especially given the pandemic.

Has MJP Conveyancing had to change the way it works as a result of the pandemic?

In fact, whilst many companies have had to rally and change the way they operate to cope with remote working, the sudden dependence on this new virtual way of life has had relatively little impact on our day-to-day business as it was just an extension of our existing business model.

We have our own bespoke case management system that has been specifically designed to allow our lawyers to process work remotely and means that we operate a paperless office, sharing work between our employees, client and contacts electronically. This means our clients receive a 24/7 life-time access logbook and typically receive 200-300 updates per transaction.

With such a high dependence on technology and electronic transactions, how do you manage your professional relationships?

Whilst we have invested a great deal in our bespoke on-line platform, we have not lost sight of the importance of relationships and we have developed the business so that we are a well-oiled machine which ensures that the people important to the business, whoever they are and in whatever capacity, know they are valued.

For example, we have a Business Leadership Team which focuses on our clients, and Legal Team to deliver the service. We also have dedicated call handlers who are always on the end of the phone. In addition, as well as being available in person we have also developed our own portal specifically for third party agents and brokers, which means that they can access the information they need on their own terms and in their own time, which better suits the requirements of these partners.

What do you think is important in a business relationship?

I really believe that managing expectations is critical. We pride ourselves on delivering a responsive and interactive service and anyone using MJP Conveyancing knows how reliable our online portal is. However, I feel we wouldn’t necessarily be meeting expectations if we were not then contactable in person, so having a team that is available on the phone, as we do with our call handling team, is all part of the overall management of our relationships with clients and stakeholders.

Has Covid changed how you manage your relationships?

This is really interesting, as I think the public perception of a lot of businesses is that they aren’t operating or have reduced capacity, as sadly, that has been the case for a lot of companies. However, we have continued to offer the same service throughout the pandemic, which in fact, has further helped cement the relationships we have, as those people who deal with us know we have remained 100% responsive and our service has not been negatively impacted in any way. This comes back to managing expectations – we are so proud that we haven’t let anyone down and that we have continued with transactions as normal throughout the last year.

How do you establish new relationships?

This usually begins with having a very visible online presence, so we have obviously worked hard to ensure we are very visible to the outside world. When people search for conveyancing services MJP comes up as a nationally award-winning conveyancing company. So, this helps establish our credibility with clients, agents and third parties before they have even had any contact with us. This is further enhanced by review sites where we are also ranked highly.

Furthermore, Covid has actually highlighted our digital service and the benefits of our online portal to industry contacts such as estate agents and brokers who may not have bene previously aware of what we offer. So, the pandemic has actually created an opportunity for us to build new relationships with them.

Have you been busier throughout Covid because of the Help to Buy Schemes and Stamp Duty Holiday?

Definitely!! Interestingly, the Stamp Duty deadline has highlighted the importance of the relationships we have with our clients and third parties, and how we manage expectations. For example, searches are taking longer than ever due to the sheer demand, so it is important our clients are made aware of this and kept updated with progress.

Do you think this sales boom will continue?

Well, I certainly hope so! I do think that although the Stamp Duty Holiday will come to an end, people have spent more time than ever before in their home and in fact, for many that has highlighted a need for change or perhaps being separated from family has created a desire to move closer to loved ones, so for the time being, I do think the housing market will remain buoyant.