It all started with a twinkle in my eye. I wanted to do something meaningful in the world of work, something that would make a valuable contribution to the lives of others. Sorry if this sounds like a lofty aim or in any way pompous but that was entirely my motivation. I did not start a law firm to make money or to rule the legal employment market, I started it because I wanted to do law differently and make obtaining legal advice less daunting for the average person and to deliver legal services in a way that put the client first.
It was pretty easy to work out what was wrong with other firms. Treating clients like they are a file name or number, taking an age to reply to comms, needing to be chased, lack of trust, lack of transparency on costs, overly jargonistic language designed to baffle the lay person… The list of reasons why people generally don’t like lawyers is endless. I set out to make didlaw the antithesis of all this and to this day, seventeen years on, every single person who joins the team is indoctrinated (no less) into the didlaw way of doing things. I don’t care that they think I am a nut. There is zero tolerance for anything less than fabulous.
We’ve had quite a few staff come and go along the way. The ones we lost failed to get on board with the ethos and the mission that is the essence of what we do. One principle that has guided me is that only the very best will do for didlaw clients. I am not prepared to compromise on quality or on the meaning of what we do. Only the best people can service the clients who come to didlaw with their work issues. It’s not just about the best legal advice either, although that is a given, it’s about the way we deliver our services, ensuring that we meet the client’s needs on their own terms and help them in the way they want to be helped. The personal touch. And this is why we have a stellar reputation.
I’m genuinely proud of how far didlaw has come in seventeen years. We’re ranked in Chambers and Partners and Legal 500, Times Best Law Firms and rated by our peers. At the beginning it was just me, a laptop, a Blackberry (I know…) and a copy of Tolley’s. I did not have one single client or connection. I didn’t bring a team of partners from another firm who all had connections in the market already. I had been in-house previously and was respondent side so at least I had some core legal skills. I quickly noticed who were the people to know in the employment legal market and made sure I got to know them all, initially via social media when Twitter was a fun place to be. Then came conferences and seminars in barristers’ chambers and working the room. Building a network that exists to this day.
We’re still a small yet mighty firm with the same unique proposition: deliver client services in a way that reflects the human approach. It’s never fun having a legal issue: the fact that you may struggle to pay the mortgage or be concerned about the reputational issues that come with employment issues. Also the fact that for many of us work is a core part of our identity. It can shake you to the core when that identity is threatened. You need a human being who understands the stresses and is acting purely in your best interests. We quite routinely take over cases that have been run by other firms where it is clear to see that the advice is wanting and the needs of the client have not been met but there is a stonking bill for legal fees. It’s always a thrill to transform the client’s expectations and provide the reassurance and peace of mind they seek along with stellar outcomes of course. Honesty and transparency are at our core.
Today I salute my grit and determination. So many people told me not to bother. How will you compete? That will never work. I bite my thumb at you! I also salute my team. It has taken a decade to get the right people in place who understand my purpose and who are willing to tolerate my insistence on brilliance and doing meaningful work. If you are half-hearted this is not your bus. No passengers here. Every client must get the best service from the nicest people every single time. Nothing less will be tolerated.
This blog was written by Karen Jackson, CEO and founder of didlaw.
