1. Shifting Client Expectations
In the twenty years that I have worked in the probate genealogy field, I have noticed a significant shift in client needs and expectations, particularly around communication.
2. From Postal Updates to Real-Time Communication
When we relied on post or DX, clients would necessarily await periodic updates from the researcher. With the rise of technology, today’s clients are far more proactive.
3. 24/7 Enquiries Across Time Zones
Traditionally, most communication occurred during standard office hours, with the pace of probate administration largely dictated by internal legal timelines. Now, it is entirely usual for anyone involved in the administration of an estate, whether an instructing fee earner, Executor, or beneficiary, to make enquiries at any time of day. Many beneficiaries are based overseas, and the nature of their time zones means that queries often arrive outside of usual UK working hours. These societal shifts reflect broader changes in how we all expect to access services.
4. Expanding Communiation Channels
We have responded by improving our responsiveness by opening multiple channels of communication to suit individual preferences (including WhatsApp, Facebook, and others), setting clear expectations around turnaround times, and maintaining a flexible and personal communication style.
5. Maintaining Transparency During Delays
The nature of probate genealogy means there are often periods when progress may appear to stall, typically while we wait for certificates or documentation to arrive, or for responses from beneficiaries we have contacted. Understandably, this can be frustrating for the fee earner. To mitigate this, we have built check-in points into our workflow and adopted a more open and transparent communication style. Keeping clients regularly informed helps to build trust and manage expectations – elements which are reflected clearly in the positive feedback we receive.
6. Proactive Beneficiary Research
We have also developed a service that investigates the status and whereabouts of beneficiaries named in wills before the fee earner initiates contact. This proactive approach helps to pre-empt complications, prevent delays, and reduce the chance of misinformation. It ultimately supports solicitors in providing their own clients with a smoother, more efficient, and transparent experience. These are simple shifts in approach, but ones that speak volumes to today’s clients.
7. Supporting Statutory Will Applications
Finally, we have seen a sharp rise in statutory will applications, particularly within Court of Protection matters. These often require detailed family trees to support applications to the Court, ensuring that best-interest decisions are fully informed. There is far greater scrutiny in such matters, and clients rightly expect research to be not only accurate but also presented in a format that supports legal analysis. Our reports have evolved accordingly by combining clarity, evidence, and a straightforward structure, while remaining sensitive to the human stories behind each case.
8. Embedding Professional Empathy
Today’s clients expect more from communication - and rightly so. Meeting those expectations requires a combination of professional empathy, transparency, clarity, and foresight, which we are proud to embed in the way we work.
To Conclude ...
From waiting on post to expecting real-time updates, clients now want faster, clearer communication.
Queries come at all hours, especially from overseas beneficiaries—traditional office hours no longer apply.
We now offer WhatsApp, Facebook, and more to suit different client preferences.
We set and communicate realistic timeframes to manage expectations and reduce frustration.
Even during unavoidable delays (e.g., waiting for certificates), we keep clients in the loop with scheduled check-ins.
We trace named beneficiaries before solicitors make contact—preventing issues and streamlining the process.
Increased demand, especially in Court of Protection work, means detailed, legally-sound family trees are crucial.
Reports now balance legal clarity with sensitivity to human stories behind the cases.
Our ethos is clear communication, foresight, and understanding—because clients deserve nothing less.
