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At first glance, conveyancing is a data-driven industry. Contracts, searches, titles, legal considerations, disbursements, much of it handled electronically.
But for the client, especially a homebuyer, it’s an intensely personal experience.
It’s often the biggest purchase they’ll ever make. The greatest risk. A huge, nerve-wracking step into the unknown.
And a time when they likely appreciate a bit of hand holding. Maybe even a hug or a cuppa.
That, say successful conveyancers, is a vital part of their business – in danger of being overlooked in the rush to settlement.
As one practitioner told AC, finding a place to call home can be a very daunting and stressful journey.
“If we can ease that burden, then everyone’s lives are so much better,” she said.
Her regional practice makes a point of meeting clients in person and hearing their stories.
“Conversations are a big part of putting a client at ease,” she said.
“Conversations about everyday things such as lack of rain affecting the veggie patch or the hay season.
“The woes of the older folk about downsizing … and, oh, the cleanouts from farm to town.”
AC approached several experienced conveyancers, city and country, for their tips. We distilled their shared wisdom here:
§ Toni Walsh, East St Conveyancing
“I find first-home buyers need the security of being able to talk through everything as much as possible,” Toni Walsh said.
“I will take calls from them day and night to help alleviate the stress they feel going into the first big purchase of their lives.
“Seniors, I find, like to do things face to face, so I will go to them or meet for a coffee so they get to know me and feel comfortable.”
§ Jacki Adams, JLA Conveyancing
Jacki Adams also has empathy for first-home buyers.
“They’re so unfamiliar with the process and often an equal mix of excited, nervous and stressed,” she said.
“My role is to hold their hand, guide them, make them feel empowered.”
At the other end of the age range are retirees, often “a mix of excitement and grief”.
“All clients of JLA are constantly reassured that there is no such thing as a silly question,” Adams added.
“I do hundreds of transactions a year, this might be something they only ever do once or twice in their life. And I certainly don’t want them awake at 3am asking ChatGPT for legal advice.”
§ Susanne Mosely, Hunter Legal & Conveyancing
“I pride myself on service that treats you like an individual, not just another file number,” Susanne Mosely said.
“We walk alongside clients every step of the way, so they feel valued, listened to and understood.”
Mosely’s all-female staff are dedicated to making transactions stress-free.
“Their love for customer service is unending,” she added. “That passion is felt by every client, referrer and community group we engage with.”
§ Di Cooke, Verve Conveyancing
Di Cooke is a sole trader but, if she had staff, she would still have just one conveyancer handing a matter from “go to whoa”.
“I feel this instils a level of trust and assurance,” she said. “One person, managing the biggest transaction of their lifetime, from start to finish.”
Cooke urges a quick assessment of language and tone: many clients are uncomfortable with jargon.
“I really try to use plain English to explain technical and complex matters. Explaining things in a way that’s easy to understand.”
Similarly, is the client capable of completing all aspects electronically?
Cooke is happy to see them at home for VOI checks or signings.
“Elderly clients in particular love this approach,” she said. “And who doesn’t love a decent cuppa and a bikkie?”
Di has also followed David Koch’s dictum (see sidebar on page 14) about posting a personal video, with a three-minute clip on verveconveyancing.com.au detailing her Hunter Valley childhood, work experience and passion for the job.
§ Christie Murphy, Convey Online
As the name implies, Convey Online has no shopfront. But that doesn’t stop Christie Murphy offering the personal touch.
“I’m on the phone most of the day speaking to clients, explaining the processes and answering questions,” she said.
“It’s good to have a chat with the client and build trust and rapport.”
Murphy’s team replies to emails at least within half a day but usually within an hour. Phone calls are also returned inside 60 minutes.
They offer video calls and remind clients there are no “silly questions”.
“We encourage that all questions are asked, so that we can be on the same page,” Murphy added.
§ Craig Radford, Paul Denny Conveyancing
Craig Radford also calls for clear communication.
“We avoid legal jargon and use plain, straightforward language,” he said.
He finds clarity helps overcome stress and anxiety.
“We highlight potential risks as early as possible and offer practical solutions,” he said. “This helps clients feel informed rather than alarmed.”
Clients are rigorously updated. “If we touch the file, we call the client,” he said. “This reassures them that progress is being made.”
The firm likes to “buy in” to a customer’s level of experience. First property? Third? “Some need a little more hand holding, some need to talk things through,” he explained. “Some just want to know when it’s settled. Those clients are a gift.”
§ Brenna Scifleet, Impero Conveyancing
Brenna Scifleet is another who stresses the value of relationships.
“A small part of what we do is conveyancing,” she said. “The remainder is that hand on your client’s shoulder, letting them know everything is going to be OK.”
Impero has a “phone-first” policy, where calls take priority over less personal communication.
Note-taking is automated so that the client has the conveyancer’s full attention.
And no question goes unanswered. “Clients aren’t left wondering what’s happening,” Scifleet added.
§ Amanda Richardson, RM Property Conveyancing
Amanda Richardson stresses clarity, confidence, communication and support.
“In an environment where efficiency and automation are increasingly emphasised, maintaining a personal connection remains central,” she said.
Direct access and timely updates are important but also that personal rapport.
“Much of our work comes from repeat clients and referrals,” Richardson said, “which reflects the value clients place on feeling known, understood and supported.
“In a profession built on trust, it’s this personal connection – combined with technical competence – that ultimately defines the quality of the service we provide.”