Mystery Shopping

When did you last mystery shop your own firm? If it wasn’t in the last three months it’s probably too long.

A well-constructed mystery shopping exercise can reap huge benefits for any law firm. At the absolute minimum ask some family and friends to help out making some calls and coming into the office to arrange an appointment. Even that will probably reveal areas you can improve on quickly and at little or no cost.

Putting together a series of professional mystery shops though will give you a deep understanding of how a potential client sees your firm. Most importantly it’s not about what you do, but how you make them feel.

How can solicitors benefit from mystery shopping?

  • Monitor enquiry handling and follow up
  • Improve client satisfaction
  • Increased referrals
  • Identify training needs
  • Build customer service culture

Mystery shopping does not negate the need to monitor client satisfaction, but we typically see people who are very happy or very unhappy responding to surveys, which misses those ‘in the middle’ who were perhaps indifferent to the service they received.

Try this simple test right now…fill in your own contact form on your website and ask for a price for a simple Will. See how long it takes for a response and what sort of response it is.

If it's not what you hoped for click here or call 01253 969 166 to see how we can help.