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The latest episode of Osprey Approach’s podcast, Empowering Law Firm Leaders, is available now to watch and listen for free on YouTube, Spotify, and Amazon Music. It features Shaun Cremins, CX director at insight6, who shares his insights on transforming a law firm’s enquiry management processes to improve conversion rate and increase revenue.
In episode 20, Shaun speaks to Amy Bruce, Osprey’s marketing director, about the key findings of insight6’s ‘Truth and Enquiry Handling’ report and how firms are losing over £1 million a year. Shaun shares his thoughts on the significance of first impressions, the importance of follow-up, and advice for law firms looking to improve their client experience.
This latest episode covers:
- The financial impact of poor enquiry handling
- Quick wins to transform your first impression
- Reviewing the client journey
- The importance of follow-up
- Leveraging technology for better client experience
insight6’s market research-based report, which focuses on helping businesses transform by delivering exceptional customer experiences, found that law firms could be losing as much as £1.34 million each year as a result of poor enquiry handling processes. Shaun acknowledges the assumptions behind this figure but stresses its significance: "It's a startling stat. If a firm is losing a million-plus pounds worth of business just because they don't have the processes in place to handle that initial stage enquiry effectively, what could they do with that additional potential revenue?"
In the podcast discussion, Shaun suggests several ways that firms can turn this around to their advantage, including effective training, continuous improvement, and carrying out a full review of the entire client journey.
He advises: - “"Everyone thinks of probably five or six, maybe 10 headline touchpoints, but the reality is, if you do this effectively, you are talking about dozens." This involves reviewing all digital assets, social media content, website user experience, and any other interactions clients have with the firm.
Once a client has engaged with the firm, Shaun says that the focus needs to shift to communication and follow-up processes. "A big bone of contention and big frustration for clients is having to repeat themselves multiple times about the same scenario.” Implementing systems that allow for seamless information sharing and continuity in communication can improve client satisfaction significantly.
Shaun believes that by focusing on the client journey, improving their communication, and leveraging the right technology, firms can enhance their client experience significantly and avoid losing valuable business opportunities.
Watch the full interview with Shaun Cremins now to discover more advice and guidance on enhancing client services and winning new business. You’ll also hear Shaun’s exclusive advice on the behaviours, habits, and tools that sets successful law firms apart.
Osprey’s Empowering Law Firm Leaders podcast series follows the success of its Build Better Habits webinars. It takes a critical look at the key topics that will empower legal leaders and teams to help make running a law firm easier. Over the coming episodes, Amy Bruce will be joined by several guest speakers including Tom Blandford, Owner of SurSum, Robert Flint, author of the book Working with Strangers, and Graham Moore, Founder of Katchr.
