Pinsent Masons

Logo, black text, Pinsent Masons

Key Outcomes

11% revenue increase

Improved productivity and margins

Increased staff engagement and innovation

Improved client satisfaction

Mindset Programme

  • An inspirational keynote speech at the firm’s annual lawyers' conference
  • Consultancy to assist advisory team in developing a compelling business plan and defining new practices and priorities
  • Mindset Advantage development reports for 350 lawyers as well as organisational analytics to identify strengths and areas for further growth

"We believe that fostering a growth mindset across our UK lawyers has increased innovation, streamlined processes and reduced costs while delivering better outcomes for our clients."

Andrew Masraf
Partner and Head of Transactional Services
Pinsent Masons LLP

Pinsent Masons enhances client services, efficiency and innovation by embedding a growth mindset

Executive Summary

INNOVATION IN LEGAL SERVICES

Pinsent Masons LLP is one of the world’s top 100 international law firms. In recent years, it has achieved more tier 1 rankings in The Legal 500 UK guide than any other firm. It is also recognised as one of the most innovative law firms and has received multiple accolades, including several FT Innovative Lawyer awards.

OBJECTIVE

The firm relies on highly trained and motivated staff and innovative thinking to provide outstanding service to its clients. To further improve service excellence as well as people development and retention, Pinsent Masons wanted to build on the firm’s existing strengths but also stimulate new thinking and equip staff with the mindset to adapt and remain relevant in a fast-changing business environment.

SOLUTION

The firm engaged Matthew Syed Consulting to help develop and embed a growth mindset amongst a group of lawyers across its UK and European offices in one of the firm’s practice groups, Transactional Services. As well as delivering the keynote at one of the firm’s annual lawyer conferences, Matthew Syed Consulting worked alongside a working party of lawyers to develop a compelling business plan and define new practices and priorities. Mindset Advantage was deployed across a group of 350 lawyers, including senior partners, to identify strengths and areas for further growth and drive change at an individual, team and firm level, including associated development plans.

OUTCOMES

The Pinsent Masons Transaction Services practice is well on the way to achieving its key desired outcomes, including:

  • Increased customer loyalty, process efficiency and business growth – the practice has improved the level of engagement with clients to ensure it is capturing and acting on feedback on its service. It also introduced internal debriefs to build on strengths, identify and share learnings and implement changes to further improve service.
  • Improved revenues – Transactional Services saw revenues increase 11% between FY16 and FY18, and margins improve – partly as a result of repeat instructions from more satisfied clients.
  • Improved staff engagement – 4% higher than the firm’s other practices.

By empowering lawyers to shape their own development and improve their wellbeing, Pinsent Masons is strengthening its culture as a supportive and innovative law firm. This is helping it to continue to attract and retain the best talent and well as enabling its teams to support and drive the firm’s innovation agenda.

 

OPEN THE FULL CASE STUDY