“Being down to earth and empathetic is so important”

“One of the striking things about insurance is the breadth and diversity of people and challenges. Solving real problems gives true purpose to our role as trusted advisors. I enjoy starting with a problem and moving from providing reassurance, to strategizing, to ultimately delivering an outcome.

Being down to earth and empathetic is so important. You have to take an active interest in both the client and their legal problem. This enables the formation of trust and a deeper understanding, from which fantastic things can develop. I am very focused on ensuring that all stakeholders are brought along on the journey – it turns often stressful litigation into a collaborative team affair, and really helps in achieving the best outcome.

Many clients like a high-energy, ‘do different’ approach to claims. However, that’s not always the approach clients want; many just want a simple service. Again, this is where empathy counts.

I’m a big believer in listening first and speaking second - a good ‘listening lawyer’ often provides more accurate advice, and many clients find being given the space and time to do the talking cathartic.

If you want to deliver a service that clients will really appreciate, make sure you’re there when you’re needed, but also when not. Be the person they want to have coffee and share news with. Don’t just be there fishing for work. If you build a good relationship and deliver, the work usually follows naturally.”