Lead Conversion Tips: 6 Ways to Improve the Initial Call Experience for Prospects
Tuesday, January 20, 2015

In the past year, we have done a lot of secret shopper calls to law firms around the country. Unfortunately, we’ve found that 95% of the firms we are calling are doing a poor job at compelling our caller to do business with that firm or attorney.

Here are six ways you can improve your lead conversion rate by dramatically improving that initial call experience for a prospect.:

1.  Show empathy. Our caller contacts personal injury firms all the time and the person on the other end of the phone never even says, “I’m sorry you were in an accident.” He/she immediately begins to ask questions without showing compassion.

2.  If you mention your firm’s website, spell it out. Many attorneys have websites that are difficult to spell, so by taking an extra minute to spell it out you can ensure the caller will actually be able to find your website.

3.  Always answer the phone with a smile and the firm’s name (Our call repeatedly hears “law firm please hold”).

4.  Before you place someone on hold, ALWAYS ask the person if it is ok.

5.  Before you transfer a person, always get their name and number in case you get disconnected so you can call back.

6.  Make sure whoever answers the phone likes that role and is able to dedicate his/her attention to the caller 100% (Our caller was often left with the impression that the call was annoying the person who answered).

Fixing this is not hard.  You just need to put a process in place that works for you and train your people to follow that process.  Sometimes the simplest fixes can provide compelling results – and this is a simple fix that can make a real difference in your appointment rates.

 

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