Being receptive

As solicitors strive to present their most professional faces to all, are law firms letting themselves down by making easily avoidable mistakes and opening their doors to negligence claims?


Reception is used as a switchboard, security desk and greeting desk, while some of the more unusual uses include an impromptu meeting room, storage and even a gossip exchange.


How often has each of us entered an office and overheard a client case being discussed? Practices must ask themselves what perceptions visitors have when this happens. It looks unprofessional, and could lead to a negligence claim if the information reaches the wrong ears.


Here are some pointers that could help firms avoid the negligence trap:


Mind your own business. Do partners use reception as a meeting room? Discussing a client's affairs with colleagues, even in passing at reception, is embarrassing for the client and unprofessional on the part of the solicitor.


Client confidentiality also extends to signing documents. Clients should be given the opportunity to digest documents and discuss any points arising in privacy. If this is done at reception, they may be reluctant to be as honest as they would be behind closed doors. A simple error might be overlooked that might otherwise have been picked up, and could lead to claims.


Does the switchboard double as reception? If possible, place the switchboard out of earshot of the main reception area to avoid case details being heard by those nearby.


Dispose carefully. Is reception used as a pit stop for old client files before their final resting place? What if an opposing client team arrives for a meeting and confidential information is left at reception? While unopened post may pose a security threat if envelopes containing cheques are left unattended, an open file containing information that could fall into the wrong hands could lead to a claim. Keep reception clutter-free at all times.


The tips above are by no means exhaustive and some firms may be constrained by the size of their offices. However, being alive to even the tiniest of issues, highlighting them, explaining them to staff and rectifying them before they become bigger sources of conflict, will help avoid claims.


Reviewing procedures to keep the reception area tidy and keep clients' affairs confidential will not only impress any visitors, but it will also impress staff, who may take more pride in their surroundings and strive to uphold the professional standards expected of them.


This column was prepared by Alexander Forbes Professions, a division of Alexander Forbes Risk Services Limited