Andy Cullwick offers advice on attracting, keeping & treating clients well
- Research from a mystery shopping exercise of 100 law firms reveals that some take hours or days to respond to initial enquiries, if at all.
- There is significant disparity between departments, with response rates for personal injury generally better than those for wills.
- Tools such as customer journey mapping can help identify ‘pain points’ to improve the customer experience.
Law firms spend a lot of time thinking about potential clients and how to attract them. They are the people who keep us in business after all.
What tends to be a lesser priority is what happens once those would-be clients are through the door and, when their case is complete, how likely they are to return or recommend your services.
With word of mouth from satisfied customers still one of the most common ways that consumers choose a lawyer, making sure their experience is a good one should be top of every firm’s to-do list.
Surprisingly, however, that’s not always the case.
As Fiona Martin, marketing
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