IPSA Kind of Magic is a podcast dedicated to highlighting the importance of quality service in legal and conveyancing work. In an era where personal service is often replaced by automated responses and call centres, the demand for genuine, client-focused care is stronger than ever.

This episode, Happy Clients Stick: How to Keep Clients Smiling, explores why outstanding customer service is more than just a courtesy—it’s a business essential. Research shows that 73% of consumers prefer to work with companies that prioritise great service. So, what does it take to deliver service that truly stands out?

Host and producer Gareth Wax leads the discussion alongside conveyancing expert Hamish McLay, with insights from Bharti Bhuva and Sharon Whitney of Whitefield Legal Services. Together, they share real-world experiences of how professionalism, clarity, and a client-first approach create lasting relationships in the legal sector.

At IPSA, we champion local professionals with local knowledge, providing straightforward, trustworthy service. This podcast is a conversation—not a script—designed to address the frustrations many people face today and highlight the practical solutions that make a difference.

New episodes are streamed live and available to watch on demand. If you’d like to contribute or have questions, contact hamish@ipsa-online.org.uk. Join the conversation and discover why great service always sticks.