• 12/04/2018

We know that client service is at the heart of most firms’ business strategy.   With a practice to manage and grow, clients to acquire and retain and ever increasing competition it is more important than ever that each and every opportunity is maximised. Converting enquiries into fee earning business is a challenge and we can help you!

We are really pleased to let you know about the latest project that we are working on which is yet another first for Manchester and Manchester Law Society!

We are delighted to say that we will be working with Shopper Anonymous, one the UK’s leading legal client feedback organisations, on this venture.

Following on from the success of their National Client Journey mystery enquiry project in 2016 and 2017 we are really pleased to announce that, in conjunction with Manchester Law Society, Shopper Anonymous will also be producing a Manchester Client Journey report, which will benchmark Manchester firms and compare them to national.  Revealing the customer journey in precise detail through a mystery visitor programme allows you to identify how and where potential business in being lost, and focus on the areas that need action.

Manchester will be the first city to have a standalone benchmarking report and we will be able to compare ourselves locally as well as nationally!

Following a recent dinner we held for law firms, at which Shopper Anonymous presented, they did a survey of the firms in attendance (16 from the Manchester area) and reported back that the results in Manchester were above the national average.

In the last two years, 135 UK law firms volunteered to be part of the Client Journey project, where they received a series of complementary mystery enquiry reports.  More than 900 experiences were conducted via phone, website and walk-in enquiries. The findings of the enquiries were then presented back to those firms by the Shopper Anonymous Regional Directors, who also demonstrated how the firm benchmarked against the sector and identified what each firm did well, and highlighted key opportunities for development.

Please click HERE to see the 2017 Client Journey Brochure.

The overall results, which identified performance in relation to the sector as a whole, were made accessible to all firms.  However, all specific data remained anonymous, so that firms were the only ones to see their personal results and reports and this will be the case with the Manchester Project.

Key benefits to you:

  • See your enquiry process in 4 detailed reports through the lens of potential clients
  • Benchmark your enquiry process both locally and nationally
  • Identify and celebrate areas and team members of excellence
  • Highlight opportunities to improve your enquiry process and increase new client matters

Some of the key headlines of the 2017 Client Journey were:

  1. 79% of all phone enquiries led to a conversation with a fee earner
  2. 47% of callers had their contact details taken
  3. Only 23% of firms outlined the benefits of using their firm for the work
  4. Only 10% of firms followed up after the initial conversation

If you would like to find out more about Shopper Anonymous please click HERE

We already have a number of firms who have agreed to take part and if you would like to enroll your firm in this project, or have any questions about it, please contact either Fran Eccles-Bech, Chief Executive, Manchester Law Society at [email protected] or on 0161 241 7470 OR 07977 748450 or you can contact Chris Lowe at [email protected] or on 07818 015317.