recording by the way have you been recording yeah i think it is recording okay great okay so give you a flavor of what we're about okay it's a very family orientated firm okay we've grown from two to a hundred and by by this by january further january i'll send you the staff list soon i've been working on it but further jane we'll have 150 people on board um so we started 23 years ago with two people just tony and i okay and you'll see the videos where it all comes from but tony and i um we're the background estate agency okay so um and we were 16 17 worked in estate agencies as negotiators then valuers etc our brother the first person to go to university and whenever we were we were happy with the only money was money was short at the time we obviously came from italy uh um in the um um 60s okay so as babies tony was born here i was born in italy as happens i was only a year old when i came over but so we didn't have much money so you know we got into work and then our older brother was the first brother to go to university said look whatever you do you're going to get a university degree so we got your best degree we did it in law as it happens and we actually know you know we actually love the application of law so actually got very very very good at it so along the way we've had we've had we've owned three agencies and we've owned a virilo for the last 23 years and we've made it a very specialist firm so we've got a good background a good understanding of law we are very good at it so I've got a master's, I've got two masters in it. Tony's got a master's in property and stuff like that, a qualified arbitrator. Tony's worked for tribunals and we actually trained lawyers up and down the country as well. We did, we got time but we don't do it anymore, but we train in-house and we've got CPD points for you guys as well.
We also train estate agents from our estate agency background so we've got a perfect combination of the two which means we've got a perfect product. So we conveyance, what we've done conveyancing, we've stripped it over 23 years from the very scratch. when you open the file all the way through to post completion and we've made it into an award-winning firm it's won 70 awards and those awards are gold awards they're not just like with i've encountered a bronze and silver and if a firm wins one award in a lifetime they've done really really well we won 70 and that's because we all work really hard as a team so all of you are very crucial for us as that part of that cog from so we don't have people make the teas but if you have someone make the teas they're as important as people at the top of the ladder so-called top of the ladder because for example without having a tea you might feel you know you're not comfortable we don't know everybody making tea what i'm trying to say is everyone's a is a unique cog in the whole wheel to make a real work everybody should feel as important as each other um so because of that we've got a really good support system people like working with each other so you guys are very you know you're a guy you guys were picked um and selected after many interviews and testing because they so well done first of all we're done give yourself a a clap on the back of that mind did that for me you do that go on go for it go on go go for it go that's it good come on sonia that's the end sarah come on that's it that's it okay good katie did you do a pack of the back i didn't see you do that so yes so well done okay so you're part of a very special team uh the likes of everybody's thing like jess she's a partner she started off as uh a junior i obviously did the law degree which started off as a junior and How many years you been with us now Jess?
Is it like seven or eight years? It's just gone eight years, eight and a half years. Eight and a half years, so fantastic. Well done Jess.
Came as a baby. So people tend to grow up here and do really well. Jess is now our partner, she became a partner, was it last year Jess or was it earlier this year?
Earlier this year. Earlier this year, so congratulations, well done Jess. Mentally from day one. From day one.
So you see we take people from different sizes, our size one of me is different backgrounds. uh in terms of where they've worked in terms of we look we look for the person whatever the person we can mentor we look for the person who can help help mentor their neighbor the neighbors you know the one they speak to on a daily basis you know the anyone that comes as a newbie we want to pass our learnings on it's gonna have that family feel about it you know it's the reason why we've come the guardians top 100 um over various various years that's the guardians top 100 there's no other lawyers that guardians top 100 great great places to work okay and that's because we've got a family feel about it i think we've got seven seventh in the guidance great place to work for women which is a separate award so we're done we've got a lot of women here it's not done intentionally we look on talent but as a father of two daughters i think that's fantastic so fantastic job good so we came seventh there out the whole of the country at the top 100 no lawyers are even in there i think we'll say like 10th for mental well-being so that's crucial for us um so I don't mind talking about it, it's good to share stories. So Tony and I set up AVRillo because we're working elsewhere.
Our dad died very suddenly, at a sort of youngish age. And Tony and I used to meet up in the middle of where we used to work elsewhere as partners and we thought, you know what, there's more to life than just money. You could have something, you could leave something and do something which you enjoy. So we set up AVRillo. AE comes from Angelo Antonino.
Tony's name is Tony, but his actual name is Antonino, he's Italian. and V Tony took my dad's name Vincenzo Tony actually took my dad's middle name just you know deep pole put it on there it says AVP for Tony uh Antonino Vincenzo Piccirillo and we put the V in A for Rilo so A for Antonio Antonino and Angelo V for my dad and Rilo for the Piccirillo so it means a lot to us so um so well-being is crucial because we went through a very bad time and our dad died because you know you know I wish we had counts at the time but didn't really exist at the time uh so it's important that we look after you and that's crucial um so so and it's not it may sound a bit cheesy but it's not so um i think you'll you'll learn to understand that we looking after you is crucial but that also means you look after your neighbor which means you're looking after the person that comes on your team as you as you grow through everywhere and you grow your career so if you learn today i want you to pass on it's all about passing on uh karma if you believe in that if you don't believe in that i think it's nice to pass on things this actually makes you feel good Anyway, so that's what we do here. Sorry about that. We just switched this off.
OK, so that's a little bit about us. So we work as individuals. We've got team leaders.
So as we work in the field as a field, you know, people call themselves fielders. That's the way it is in the law. But so conveyance team, we've got team leaders, team leaders, someone who can run their own cases.
Yeah. And then you've got assistants and the whole. arcs is the assistance like jess for example she was an assistant to tony and i and she worked all the way through to having her own team having an assistant joining flg which is a management it's a future leaders program which we have and that takes you on to the next casual of leading you into a proper career i don't want people to come in here and have a deadbeat job like unfortunately many firms have you get cornered in you do your legal work you get put on you get loads of pressure you get loads of you know you get it's not very nice a lot of firms these days and especially with the amount of work that's coming out and a lot of burnout there we don't want that we want you to have a nice progressed career we can see where you're going um and then from there you have your own team your mentor people you're going to flg future leaders group if that's what you want to do we'll mentor you and you don't know where you know it could also be partner and things we've got no limitations where you you can be if you want to be that if you want to be just doing the work that's perfect as well provide you do the work and you help other people in your team that's that's as good as anything else because we want you know people just to look after our clients okay and by looking after clients i mean doing the right thing and not cowering to them so the other thing is we look after your own health is that we don't want you to cower to anybody but i cower what i mean is don't get bullied into saying yes when you know deep down it should be a no you know that's a massive mind shift for you guys because i know in other firms you get told that the client is always right and you've got to bow to the client even if it means that you'll struggle and you've got that sinking feeling and even if clients shout at you now i'm sure you'll be shouted out from time to time from a stressed client okay um that's not what happens here uh because at the end of the day you are a professional they can't be right but you're the legal expert they can't be right you can't go to your doctor and shout your doctor and expect your doctor to do things that you want them to do can you you can't go into an operating table and they're about to operate and before the anesthetic comes in you say stop right there i'm really i'm really tense about this and i want you to do the operation right now i don't want no anesthetic i want to get out of here by i want to exchange which is like your pressure i want to exchange a complete operation right within five one day i don't no prep no no blood tests are there no questions about me or no form filling i want you to do it right now on the operating table right now and i want it if i don't do that you know what you do i'm gonna complain to your to the operation director at your your hospital and now i'm going to complain to the to the to the uh to the um medical association that's what i'm going to do yeah that's what happens in law isn't it yeah and we do that all the time so that's going to be gone for now that stress is going to be off your shoulders yeah you're going to be right because you're going to learn the system and the system is the best system in the country by system what i mean is both the tech and the way that we the way we interpret the law. Yeah, it was Tenei who interpreted the law in a really good way.
Again, I say, not blowing the trumpet, we know the law, we've been doing it for a long time. okay so it's uh 30 years for me 26 for tony 27 for tony okay yes you're right i did start young and i must be about five at the time okay so yeah that's right but 30 years okay so about 27 okay um that's my dog stop it share my dog after this if not but he's he's angry about other lawyers and what they do and clients with people yeah i know yes you look you want to look after the guy i know that i know that okay in fact Go Fred, come here. You've got a big bark.
I'm not sure you can see him or not. There you go. You've got a big bark.
He's one of the wellbeing officers. He's so cute. Yeah, he's one of the wellbeing officers. So you look after your wellbeing. Or a virtual bark.
What's his name? His name's Freddy. Oh, he's so cute.
He doesn't like, if people get bullied, he doesn't like it and he does a bark. So remember that. So when you look at the videos and stuff and you do the training, the answer is, please, is do not say yes to a client. If they're shouting, you can do the right thing. And the right thing is whatever the guideline we give you.
And if they don't choose to do the right thing and they carry on shouting at you, then you transition them out. We're quite unique firm and the Law Society allows for this because our, we say, best practice is because we dissected all the best practices of the Law Society. Will you speak?
We used to be regulated solicitors, so we followed the law side of rules for about 20 odd years, okay, and then we transitioned over to the CLC because it's much better for conveyancers, they've got a better understanding of conveyancing lawyers. So in Avery we've got a mixture of solicitors, legal execs, not many of those, but many licensed conveyancers and solicitors about equal probably, potentially even more, I can't remember, but you know they're all experts in their field, they're truly experts in the field, we've got a great title checking team. the time checking team is on average around about 17 years average and knowledge so it's really good knowledge to look after you can we do things really correctly so so we set up different departments and structures we dissect the law science principles of how things work we dissect the clc principles how they work that we dissected the accounts of mortgage lenders and you know uk finance the new change of name we dissected all those rules and we put them into our system we got about 1 000 triggered triggered actions in our system our system is unique it was almost about seven years ten years ahead of anybody else it's so innovative it's won so many awards and the reason for that reason explaining that is you must follow the system which which is like set buttons and stuff because it does certain things to protect you it does certain things legally that's covered by the underwriter so you don't get sued for negligence okay and it teaches you a better understanding of the law okay because within that system and buttons you read the letters behind it and the procedures it layers up your skill of knowledge yeah so your skill knowledge would be whatever you know it'd be like equivalent to you know having a masters in it and more to be honest it'd be like having a having a tony and i by the side of you telling you and time checkers and the partners and stuff telling you what should be done next in the perfect way okay so whatever you've done in the past it's all relevant okay we should all do conveyancing We've got a very special way of doing conveyancing.
And by special, I don't mean it's not as good. It's better. It's the right way of dealing with things. Yeah, it's perfect. So learn along the way.
Read the letters along the way. OK, ask questions. So we've got an open culture here. The culture is always ask questions. No question is silly.
I remember I was quite a shy person and I'm a bit of an introvert at times. But, you know, I've learned not to be because that's not my profession. So and I used to be at the back at school.
with a red face and my red my face was red i could feel it burning um when the teachers started looking around for uh asking people to questions too okay and i like i had 100 distractions i had not to get caught to ask ask a question okay uh so i know that it's difficult to ask questions so we have here an open culture no question is silly because if you're thinking it someone else is is thinking it as well so please ask any questions you want uh and we're on open teams lot of teams meetings that's another thing to signpost teams very important so this what we have here is a reuse of toys how we meet because what we don't want for well-being is you've been on your own at home sort of having no contact so you could have teams meet at least twice three times a day with your team leader potentially more we use it all the time you know i must be on teams literally most of the day with different people okay so it's like having an office from from an office from office it's actually really good i didn't think i'd be good at working at home um but it's actually brilliant i get a lot done i interact a lot of people have it a banter a bit seriousness we need to be serious you know we get a lot achieved on team so yeah so please put your cameras on get to know each other because it's that support the more you know each other the more you can support each other and help each other which is crucial. Okay any questions so far on that? No. No okay all right brilliant.
Okay Jess so what do you do at this stage? I think I've sort of given the basics. Well normally the guys are going to be watching the videos but at the moment we're streamlining them all so that you're going to be the first sort of new starters to experience a new streamlined system.
You've all got test cases. I know that Sam set you all up on them and he's double checked to make sure everyone's opened them correctly. So what I think the best thing to do today is really immerse yourself in Proclaim and understand the system.
Those that have been here a week already, you've been starting to use your test cases, I know that, but what I want everyone to really focus on today is the first letters that come out. So those first letters that go to clients on a sale and a purchase are basically the starting blocks and they explain everything that the client needs to know and likewise you guys need to know everything on those topics. documents because clients will get a welcome call or they're invited to book a welcome call which will walk them through those documents but their clients will generally still have questions on them and we front load a lot so we really get the ball rolling on all of our files by sending everything out really early so those documents are really crucial they're vital that the clients read them and do them as soon as possible basically yeah good well done yeah there's a lot of information there and if anything you should read them in conjunction with the quote that was sent to you because our terms of business are attached on that So you'll notice in like the purchase letters, we talk about searches. Those are also reflected in the quotes.
It's really good to link the two of them because clients often have questions on those. But I think for today, everyone just really focus on those first letters, learn them back to front. You almost need to know them inside out parrot fashion.
I could tell you the layout off the top of my head of those documents. I've seen them so many times, let alone the wording. And then tomorrow we'll have a catch up and we'll do some role plays on really common questions that clients have on those.
We'll do a big team school in the morning and do role plays because that's the best way for everyone to learn. and to pick up and to explain great it's very good special thanks jess okay so what i'm going to do it can be um i wonder a meeting in the morning at least at least the meeting in the morning at least the meeting in the afternoon and maybe we do a meeting at four o'clock today uh with all the with everyone that's on here at the moment um i'm doing a special of the weekend so we was based on recent feedback from the last batch of newbies we're going to streamline it even more for you and i've got a spreadsheet which i'm going to share with all of you on your own drives on one drive if you're not used to a drive we'll explain how it's done and it'll be like um uh with all your names on it all the newbies are on there okay it's going to have what you learned from the videos today what you learned next day we look next that we look next day because we believe what's called learnings okay you know like people do this learnings bit okay so i'm gonna use it as well okay so learning is very important because in life okay everything you do you learn you can have that forward mentality you're going to learn whether it's bad or good i hope you will have unfortunately you'll have peaks and troughs yeah that's the way it goes that's life okay so when you say it wrong on the system we've got no blame culture it's no blame whatsoever okay not a problem you just own it you say good i got it wrong fine we teach you what to do going forward and that's called learnings that's your learning part but you're going to learn from it yeah that means if you do say it wrong you say i've got it i'll explain to do it then write it down okay then write it down and you learn from it okay so on that course you have learnings from the video it's your learnings what you got from it from that video like the top three or something now that's going to become your personal diary okay your personal train diary for up to three months i'll explain that later on for you but write down what you've learned from those videos write down what you've learned from reading the letters yeah write down the top three five six whatever it is okay and i'm going to show you something which i actually got here oops uh don't worry where's my was my i did my camera there look see that oh goes in and out Ooh, magic. Look at that.
What? Oh, it's a repair. I'm going to do a new thing here.
Look, magic. Here it is. Wow. Look at that.
This is going to be great for Halloween. I don't even get it back myself. Blimey, that's difficult. Okay, there you go.
It's a book. It's a notepad. Too short.
get yourself a notepad i'll pay for it get yourself something that you'd like that you actually love the feeling who likes stationery i mean i love stationery there you go right i lucky i could kiss my station i love my stationery honestly i just and my kids like it as well funnily enough but obviously they're full of the dad so get yourself a book that you'd like that you get like the feel of okay and i'll pay for it send me the um invoice i'll pay for on amazon in fact send it so i'll even get it for you okay but give me a book that you'd like in fact buy it and i'll add it onto your I'll send you a payment for it. Get one that you like. I don't care what it costs really. They're not expensive.
I don't go getting like, you know, 100 quid gold plates or whatever it is. But get yourself a notepad that you like with Amazon and use it. see these gems started with some mail started with this one partners now started at the same time as jess roughly okay she has called mel's gems she wrote everything down yeah so what you learn every day if you don't write it down tomorrow you're going to forget it you're going to get the most part of it yeah and the the best time to remember something is as soon as you've done it okay so i after all these years i still make notes all the time my book i go anywhere i always although i know the stuff i'll take notes because the memory okay up here remembers when you write it's just the way it is it's just science so write it down write write whatever we say as we as we go along in teams and then at the end of that do something like you are in your exams okay do some of the top five top six you've learned and those top six over 30 days 70 days 40 days so you know a month or so become your gems yeah and a year still come you say blooming and you always refer back to those gems because that's the way we run avrillo it's best practice and i bet you haven't done this in any of your firms ever have you all right yeah because it doesn't exist okay so legal training uk is very limited for lawyers you either go to you do a degree if you do degree that way or you do the other side where you get crammed a lot of stuff in and then forget about it and you jump in the dependent and you learn all the bad habits each other around unfortunately that's why that's why have a guess ask your question now get your thinking cap on okay out of all negligence cases against all different types of law litigation construction commercial probate matrimonial criminal all the rest of it must be like loads of categories okay 50 categories whatever it is right and conveyancing the amount of negligence what's the percentage of negligence against conveyancing right so if they're 50 you imagine divided you know divide 50 into 100 5 i was what's 15 like there's a lawyer lawyer thing isn't that so look five percent so if it's all equated should be five percent engines against conveyances yeah if all if you take all the different conveyance all different areas of law if you're equally liable for negligence you should be at five percent for convincing negligence gets conveyances what do you reckon the next against conveyances is out of all the areas of law it's not five percent it's seventy percent seventy it's not seventy It's not 70, that's really high, but it's high.
Go on, who says 70? 45. 45. Oh, whoa, whoa. No, I like it.
Who says 70, first of all? Michael, is that you? No, not me. Who says 70? Come on, put your hands up.
Me. Who's me? Ben. Ben.
We're done. It was not 70, but we're done. We're done for thinking that way.
Was that, unfortunately, it's high. 45 and one was 30. It's 50%. That's high.
Yeah. That means high is huge. It's terrible.
Imagine if you were a client in this industry, we could learn, you could lose hundreds of thousands of pounds. Yeah. And that's why the insurance for conveyance is so high that insurers are not even insuring lawyers anymore.
A lot of lawyers, a lot of insurers have come out of the market. So a lot of lawyers that emerge, when you say, oh, they've merged, potentially it's because they can't afford the insurance, it's high. It's hundreds of thousands of pounds because of the risk is so high.
I mean, if you're a Lloyds underwriter why would you insure a lot of a conveyancing firm for why would you you know you have to pay out you're constantly doing payouts you're constantly doing payouts exactly and that's why it stands about a couple of how many insurance market a couple of underwriters now turn is it but I know it's getting more it's harder and harder and a lot of firms are closing so our negligence we've never been brought to court once so it's zero imagine that okay we still have to pay the high insurances because unfortunately we're subject to all the other people you know we do a lot of conveying so you know it's a risk thing but at least we're in practice at least they insure us but it's high so that's why you've got to follow these procedures guys it's crucial we've got a 150 page guide which i've talked to some of the recent newbies that just go on the phone just for you guys that's why we're delayed by the way because we just streamlined i've got some feedback from some of the recent newbies um so i think who's the recent carolina you like the um carolina you say and also who's on here i think bats is on as well about this the guide that we have can you explain the guide for just just 30 seconds why okay so it's quite long but for example what i've noted for example like section 106 agreements yeah so the previous companies that where i worked we took a view if the document is 10 years or older whereas here i've noted in the policy it's 20 years So if it's less than 20 years old, the document, you have to get an indemnity policy. That's not an option. Whereas, as I say before, if it was 10 years, then you could just close your eyes.
You don't need an indemnity. You don't need anything. So that is the main difference.
What I've noted is the double, the period is double, not 10, but 20 years. So what happens is throughout this guide, it's taken years to do. It's updated all the time by Tony and the likes of Tychex and stuff and the pilots and stuff. it gives you the up-to-date version like ground rates it gives the update version of what should be done best practice according to the law society clc protocols conveyance in body bold very association you know anything you can think of we we factor all this in and we give the update position yeah so things like planning doc documents and things like this we give you what you should be doing to protect you and don't forget the knowledge you're telling i have go you know it's it's actually very specialist and so our title checker specialist so we're a very suspicious firm here and we listen to people yeah so you must look at that guide so i would read that guide twice but don't forget whatever you read now you're going to save yourself weeks and months and years of doing the wrong way yeah and what i mean the wrong way is unfortunately with 50 percent negligence you see there is a wrong way of dealing with it yeah so not having to go to other firms but there is a wrong way of dealing with it otherwise it won't be 50 percent negligence yeah where can we access the guide yeah that's good i would um I'll sort out, sorry, I'm not sure yet because I don't know we do the training. I've come on because I want to do a streamlined version just for you guys.
The last few of you didn't get this. That's why they're on here. I think it goes to your personal emails.
Great. We're done. We're done. We're done.
Good. OK, so so the guide is crucial. OK, using the buttons is crucial. OK, don't think you just press on just a button presser. The buttons is got thousands of lines of code behind it.
It's to make you do the right thing. and what just you say about reading the letter you must read those letters okay the people that don't succeed or succeed later on or still get bullied or whatever is because they don't they they want to run before they can they want to jump before they can run that's the one isn't it i think so don't read the letters don't script uh um skip over those letters now the test is there are spelling mistakes and grammar mistakes in those letters okay now I need those because we need to change them because there are errors there. When coding is done, unfortunately, because coding has changed so much and we work on letters all the time, because when you code you look from one pair of eyes, so there are typos and grammar which you do pick up on by clients. I don't like it unfortunately but it's there. So please pick up those typos and email them.
Yeah, email them to me and Ash. I can send you a list of everybody that works here. We've got a great coding department here and you'll see the code about five six coders in-house and about coding team altogether about 20 outside we've invested a lot of money in coding because the law society and the clc and all the bodies are saying the only way for lawyers to survive for the future is to make sure it's it's coded that your eye that you're innovative because a lot of stuff that lawyers do is repetitive and i don't want to do repetitive stuff i want you to do stuff that you trained for as lawyers yeah which is making those things happen look taking a view on things having an approach to approach looking at the problem solving the problem don't just come up with a problem and then get stuck in this inquiries for three months we started the child conveyance thing worked because everyone's too busy we want to automate all the standard stuff with lawyers are currently doing okay and you can be left to do the legal stuff yeah which is the you the challenging stuff the intelligent stuff is going to get a deal through it's going to make you feel good about yourself it's make the client be happy with you and buy your present as opposed to sending you a poison pen letter which is the equivalent of a google okay uh so we don't want any of those okay but that's only because you have to do the right thing okay so read those letters if there's any change you want to make we'll listen to the changes but definitely please pick up on the spelling and grammar okay don't don't change anything on the on the letter yourself so If there's a spelling mistake, don't change it on there.
Tell us and we'll change it for everybody. It's that team mentality. So benefit the whole team. Yeah.
So if there's an S missing off conveyance, put that S in. Nothing is too small, but you will see quite a few grammar errors and spell checks. So please pick those up. But as Jeff says, learn those letters. Those letters are thought about hours and hours, hundreds of hours.
And some of these are like version 100. They're meant to control your client. because one of the things you have to do guys it takes as a signpost you must manage your client you're in control what happens with lawyers the clients tend to manage the lawyer because they tell them what to do should be that way you've got to manage your clients yeah so you're going to tell them this was going to happen next if they say oh it's not it's not good no no so i'll look after you in your best interest i'm your lawyer let me look after you your best interest is to do this if you want to do something else you can but you're going to be at risk and we point out those risks so again not to take on straight right now but to understand that we're very honest with people yeah and we say we're saying to say give good news fast give bad news even faster but the bad news if there's a problem we're going to give it straight away okay because as lawyers and get this as well that problem is not your problem you understand you're not buying the house you're not selling the house so don't make don't be made to feel responsible because you can't do something which is their problem so if they need an insurance policy indemnity they need indemnity insurance if they don't take it out say look it's up to you if you don't take it out obviously you've got a risk and you lend them not even loan you the money on it but you know you're my client but let me tell you what i would do to look after you and that's the way to explain things and that's how to take back control yeah and if people want to rush you to do a not so straight away today and you can't do straight away today you can explain like this is actually complex but it'll probably take me three four days to do it and always overestimate and then on and then so over don't over promise under deliver You've got to over promise, I'm going to do it today, then over deliver and do it on Friday. You can under promise, so I'm going to do it on Friday if it's complex, but you can over deliver by giving it today.
So you're under promise, I'm going to do it on Friday, but you deliver it today or tomorrow. You get that? And that's going to give them the feeling, you know what, Kody has done a fantastic job. She said it was Friday, she hasn't done it today.
And that's what lawyers lose out. You've got to understand what clients feel and clients want things done quickly. But you've got to manage what quick is. was the other firms people taking two weeks to reply to something yeah so don't expect to reply straight away but look at the videos the videos on here that we're streamlining are fantastic it can explain explain everything i've said to you in bite-sized forms yeah and sometimes i think battie and uh was saying that some of these longer videos that last an hour two hours for example um worth watching definitely i think that's you're saying because they get back to explain what you why some of these longer videos are worth watching yeah so it's like um it was like the meetings some of them go on for an hour or two hours I think they're worth watching because yeah they the meetings do discuss what's meant to be discussed but then at the end or even throughout there's lots of questions that like Fiona's have raised it's sometimes things that you wouldn't have thought of yourself so it's good to watch it throughout like the whole thing I know it's long but it's really useful yeah yes that's good okay so we're going to streamline those in one drive for you as well okay that's going to take a couple of days okay so um So back to you, how long have you been here now? How long has it been?
I started last Monday. Last Monday, great. So you see, look at how confident she looks in one week.
Carolina, how long have you been here, Carolina? We started on the same day last Monday. Who else is on here that started last week? There's two more, is that right?
Michael, what do you think? What's your three words about Avery? What's a small sentence about Avery Rillo? A small sentence about Avery Rillo?
Yeah. uh you can share in that one week it could be bad if you want to say like oh it's complete rubbish if you want to know i know i think it's brilliant it's a lot different to what i've how i've worked for the last 10 years um i like how you've also said about the clients and um put like a lot of notes down here about how to be acting around clients and things like that so yeah yeah good well done impressed good thanks mike that's good that's good I didn't pay Michael anything on that. I mean, I took a bit of a risk with Michael.
Thanks, Michael. Batty, go on. Give me one sentence. Why is this different from anywhere else?
And hopefully it's going to be good. Well, I feel like AV Relo, you've got a lot of support. Like if you need to talk to somebody, you can talk to a partner, for example.
It's not like so hard to reach. I all place that to like book an appointment, even though I could see her. She was right there. So that's. main bit like everyone's so approachable if there's something you're not sure about you can talk to anyone and they're open to help you as well that's very true we've got a great team honestly we've grown from two to 150 and that in what it'll be 150 in this but everyone is approachable here honestly it's so good and when we used to have pre-covered and we speed like century based in london but we're not now i mean 97 is by the way 97 are remote workers including me so we've only got about 13 people or 12 people in the office so if everyone told me to come down come down we've got new offices it's a property we've done up so we need in london come down but but the majority of people including me are remote working but we use teams a lot okay but one thing's please come in the office is or can I work it's so nice your people are so friendly you know like these include the workmen or whatever can I please work it is a very friendly type environment and that's that's expanded out so everyone you can talk to anybody and ask for support they will not knock you back because they've been through this process and understand there's about feeding things forward so thanks for that Patsy it's very useful and Carolina definitely is very very supportive like you've got the system there you've got the people around you who you can ask questions doesn't matter how silly they are And like just watching the recorded meetings, you know, that you've put for the training is you can just tell, you know, it doesn't matter what day of the week it is.
You always got you and Tony there. And what I've noted as well, even if you've got a complaint from client, it doesn't matter whether it's genuine complaint or not. You do stand for us.
You will ask us a question just to find out exactly what has happened, what has gone wrong during the course of transaction. But it doesn't matter if the complaint is genuine or not. do stand for us that's what i've definitely have realized yeah good we're done it's important it's good that's right so yeah tony and i will end partners and everybody else you'll see it comes out we will support each other and if we've done something wrong we'll learn from it i'll probably go to the client don't approach your client without asking us because obviously it's insurance wise but we don't we don't do things right if you follow the system we do not think it's a question of misunderstanding by the clients most complaints come because the the conveyancer the lawyer has not explained things has not been direct enough and as coward yeah and that's the bit you're going to learn is you can be nice and all nice here we don't point nasty people actually we are a very nice firm that's why it's like you send your parts to me you know you could have that nice feeling about yourself okay that's that's crucial but you could be firm as well and by firm i mean being straight okay so yeah thank you carolina we do support we do support each other very well okay good so in that case um look at your what's just suggested as you go off make stuff cup to whatever it is start looking at your cases use them um look at the look at the the first thing you look at the letters please please please look at the letters from the very start from the quote that goes out on this screen so the first letters on a cell first go for sale first write notes what it does what we're asking the client to do because it's important because when you get when the client rings in if you don't know what the letters say you won't know what what what what you expected to to to reply back yeah and then the same thing with the purchase file and then we meet up at four o'clock okay and the other thing by the way i need to mention is a call surgery okay uh lawyers get hounded i'm sure you get handed every single minute of the day are your previous firms because you've got an open call imagine yeah people can call you anytime they want to yeah it's not fair okay so uh we call it equivalent to for example um if you go okay have you got the ability to walk into your gp get past the the gatekeeper is like it's got quite sharp they're not like you know they're quite difficult in a nice way can you go past a lot yeah i'm ignoring you i'm gonna go straight to the doctor and i'm gonna sit on his on his chair and i'm gonna talk to him can you do that no no exactly and that's what clients of conveyances or lawyers expect because especially conveyance and let and let their dignity go okay so we've got a call surgery we've got two call surgeries it's unique in the country it's brilliant clients love it okay and we love it as well because we look after your mental well-being and our mental well-being between 10 and 11 you've got full surgery and between two and four you've got a full surgery uh you've got your diary an open diary on that course on calendly it's on the portal clients can go in they can log in a 10 minute slot for you and then ask first of all they have to give you a question so you're not surprised they'll say why they want to speak to you and they book into your diary for that 10 minutes and that's it that's three hours a day outside those three hours you shouldn't be talking to clients how good is that brilliant brilliant that's fantastic it gives you that sanity it the clients know with with a standard at least the clients at least you can say something so you know what you can call me my personal diary any day morning or afternoon right through my call surgery it's my personal diary no one else has got this in the country no gatekeepers no no playing telephone tennis no well i call you you're not around you call me i'm not around i call you you're not around you call me i'm not not around then it goes on for days you've got a call surgery so they can't say you are available on that call surgery. Is this just for conveyances or is this for assistance as well? Well, yes.
Good question. So as an assistant, you'll be allocated to a team and they will develop you in that team. So assistance here got fantastic. We have assistance here.
We want to like lots of Jess who's on the phone now. She comes to me as an assistant and we've not changed the pattern. We do it.
We make sure that we mentor our assistants. We mentor our assistants. We give them work to do. The assistant will go away, do that work, follow the system and the videos that are on there. The only questions they'll ask, they'll suggest on your team leader.
which is the which is the lawyer so lawyers here will become team leaders so learn the system when you get to 75 cases you'll be allocated the team leader again we don't want to burn you out yeah the limit if we get to assistant is 75 cases but that 75 cases is easy to run it's so easy because you've got loads of people doing different things for you yeah and you'll see as you look at the videos what what different people do for you so example we've got whole quote department file open department raising additional inquiries on a purchase is all done for you the target checkers normally, unless you want to do your own target checking, can even raise your additional inquiries too for which is when the contract pack comes in and then you can do the rest. On a sale point of view, the file's open, the office copies are all different, land registry, okay, a contract's drafted, the TO1's drafted, the memos are drafted for the client up front, they get sent off automatically to your client with the letters. So all that's done for you, then all you need to do is additional inquiries, then at exchange, you exchange and the rest of it is done so.
for someone else for you it's so much that we do it's the reason why we're on 70 gold awards it's brilliant and you'll learn the right way of dealing with these things yeah and you will learn to be a better lawyer trust me you know at whatever level you are 17 years 20 years whatever it is including the target checkers that you know all the charges have said on the second day i've learned so much you know on the on the second day the full you know the third day the week later and it's still learning now yeah it's a lot of information that we want to try to make you that perfect lawyer yeah to better wherever you are wherever you are in the system there's a way to be better yeah it's like a top athlete wherever they are they don't stop training do they they don't turn up on a football match like ronaldo says you know i've done this i've done this now for 20 odd years yeah i'm not going to turn up for my training i'll just turn up for the game it's not going to happen yes about learning that's why the videos the note taking going back on your notes coming on the teams we have teams quite often like twice a week potentially listening asking questions yeah and and working with your team's assistant simple questions assistants you'll be working your team leader yeah but after potentially three days of looking at the videos the allocator the team leader now i'll tell you the truth the team leader it's gonna be a lot of work for them to look after you yeah so it's a lot of input from them yeah even if they listen to your calls and and i guess about looking after each other but they're busy okay so the more you can do then we can love your team leader the more you can get from your team leader yeah it's about doing things for each other it's about reciprocation yeah so if you're not doing and i know this is not going to be any but if you're not going to do very much you don't invest very much into learning or understanding the video and not taking notes well your team is going to see they're actually not doing very much and say well actually why should i put all my bit in when they're not doing very much and this has been and you know we don't get it here but you don't want to be in that position do you yeah it's like a bank and it's a good analogy it's like a bank you can't withdraw unless you put in got that yeah so you've got to put in to draw out yeah so we will give you whatever support you you can but at one point you you know i think it's not gonna be you okay uh you need to start putting in the training the understanding the looking at the letters they're saying look you know what i've found five mistakes you know we can see that happening so actually you know what they're thinking about it they're taking notes they're asking questions you know they won't be me all the time obviously maybe your team leader who takes my role sort of thing yeah and for lawyers you'll be learning how to do that for the videos and you do your own files up to 75 and then you'll learn how to you know how to work it and the shortcuts that we have how to do it properly when when you get a team leader on so an assistant on you start giving them that information you start imparting that for them yeah and hopefully they'll make they'll make a great team great assistant for you and then what happens is obviously you know they need to the flight in a few years time they'll fly and do your own team leader yeah and then they'll bring others in and that's the way we grow organically and that's what we've grown from two 250 and we're stronger than anybody else we're a really strong unit okay good question any other questions ask away guys yeah okay great good so we meet up at four o'clock yeah take care guys thank you thanks everyone bye guys Bye-bye.