Years ago, you might book an appointment with a solicitor and he, or she, would greet you, probably in a business suit, frequently in a tie and shuffle you into a room and discuss your issue in formal terms, using technical legal jargon.

Things have changed, we’re happy to say.

These days we prefer a friendly approach, and suits are very much optional. Legal terminology is still important, but alongside come explanations and definitions to ensure you fully understand what’s going on. It is essential that clients are not overwhelmed by the experience and feel they are being listened to. A smile, a nice welcome, an offer of a warm drink on a cold day, helps alleviate any tension or nervousness.

And we feel this approach works. After every piece of legal work (or matter to use the technical jargon) is concluded, feedback forms are sent to our clients and the comments are insightful. Last year we reviewed those comments and here are the most frequently used words:

• Professional
• Excellent
• Friendly
• Helpful
• Clear
• Understanding
• Kind
• Straightforward
• Patient
• Exemplary
• Respectful
• Approachable
• Easy
• Calm
• Stress-free
• Thorough
• Empathetic

Here at AWB Charlesworth, we strongly believe that we should be approachable. We still have an open-door policy. Clients can pop in to drop off documents and book appointments. Telephone our office, and your call will be picked up by our lovely receptionists, Jo, Rachael, Dawn and Rukhsana. We – and our clients – value this personal touch.

So, if you need legal advice, you know where to come. We have offices just off the High Street in Skipton, opposite the police station in Keighley and in the historic Little Germany quarter in Bradford. Call us or pop in to make an appointment.