- Friday, 23 June 2017
A ‘mystery shopping’ exercise to test law firms’ ability to communicate with customers has shown progress, yet the proportion of solicitors willing to follow up incoming calls from the public, although better than last year, was still “drastically low”.
Tags: call handling, mystery shopping
Posted in Client care, Latest news
- Wednesday, 1 June 2016
The Legal Services Board has said that “further discussion and evidence” is needed before it is prepared to back proposals to force law firms to publish average prices. The LSB was responding to a report by the Legal Services Consumer Panel.
Tags: fees, Legal Services Board, LSCP, mystery shopping
Posted in Latest news, Legal Services Board, Regulation
- Tuesday, 24 May 2016
Only a tiny number of law firms follow up enquiries from potential clients after making initial contact with them, ‘mystery shopper’ research has found. And even that initial contact is often too slow in a world where ever-more rapid responses are expected.
Tags: customer service, mystery shopping
Posted in Latest news, Marketing & PR
- Friday, 6 November 2015
Law firms should be braver in asking potential clients for work and making sure they follow up leads, the new chair of LawNet has said. Kim Carr, managing partner of FBC Manby Bowdler, said lawyers “didn’t like selling things”.
Tags: law firms, LawNet, mystery shopping
Posted in Client care, Latest news, Marketing & PR
- Wednesday, 9 July 2014
The Claims Management Regulator has warned over 65 claims management companies about their compliance with the referral fee ban in the first three months of this year, it has emerged.
Tags: claims management companies, claims management regulator, CMCs, mystery shopping, referral fees
Posted in Latest news, Regulation