Appendix

No. Consumer Behavior Problem Refferal Reason/Compliment

1. Personal - Local - House purchase - Past purchase client is - Do not do any
Client individual - Boundary dispute declined advertising
- Small legal - The client will come due - Only in limited
problem to referral from relatives form
or want to change their
solicitor
2. Commercial - Company - - Take one or two - Now work on 10
client - A few is transaction to companies based
local but generate substantial on London.
most are amount of income (the - Only arranging
based in higher margin). insurance.
nearby
cities
No. Fact PIC
1. Small Country Solicitor in London John Smith &
David Jones
2. Made personal approach to client and friendly
based on good, personal and caring image.
3. Often get speculative phone from potential
customer.
4. There is assumption, that speculative phone
have firm list to resolve their problem.
5. There is symptoms wherein the solicitor think
that they do not need spectacular effort.
6. Solicitor tend to reminder the customer to
come back after appointment.
7. Population is growth but share of client is
stagnant
8. Cost have been increasing (overhead, lease)
than two years ago and margin is getting
higher (the price is same as before).
9. Expanding plan is hampered due to
difficultness to attract new solicitor refer to
see the share spoil.
10. Role building & society & bank in the future
depend on conveyancing.
11. The location near Bristol & London.
12. Use the latest equipment (laptop, wireless
internet, wireless handheld devices, colour
copies & printers, website)
No. Wish Effect
Vision Personnal & commercial work (personnel Margin tend to
client) to get more clients (club, trains, trade, small but account
local chamber of commerce etc). is about 85% of
the income.
2. Commercial client want to improve to 50%. 25% but higher
margin and