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Law firm mystery shopping: Enquiry management

Effective follow-up processes have been shown to increase business by 30 per cent, says Helen Hamilton-Shaw

28 April 2015

‘No one called me back to discuss my case, even after five days. As a result, I would not be encouraged to call the firm again.’ Sales people say that ‘the fortune is in the follow up’, but strong enquiry management is still rare in law firms.

Two years ago LawNet launched a customer service support package for its
members, which includes a mix
of independent mystery shopping and online surveying, to help firms understand what their clients really want.

One of the most important lessons to emerge was the need to improve enquiry management.

It made for tough reading – no client details were taken in more than 50 per cent of visits, and where these were recorded, only a third were followed up within
a week.

Perhaps not surp...

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