Monday 1 June 2015

Call Handling For Solicitors and Legal Firms - Where 99% of Firms Go Wrong

When you have paid out to do some marketing and you get "THAT" call...you know the one that will make you money...don't you hate it when it gets thrown away because of lousy call handling? It happens every day and I GUARANTEE it happens at your firm too. Here's my report on tracking your calls so you know what marketing works and what doesn't...there's a lot more in this report too so feel free to pick my brains by reading it. I have solicitors who get 5000 calls a year who know exactly where every call comes from and precisely the best way of handling them to maximise conversions on the phones. >>>>>>Grab it here>>>>> http://www.greatlegalmarketing.co.uk/sitedata/files/Solicitors_and_call_tracki.pdf To track your calls and record them use this. http://www.AdMeter.co.uk or email graham@admeter.co.uk and tell him I sent you and ask for a Boyd Butler price. If you don't want to make the call I'll do it for you - it's that important. Just been thinking about your telephone enquiries... Have you ever recorded your enquiries? Let me tell you it is an eye-opener when you do. One thing that really strikes me is the need for whoever answers the phone to take control... I hear all sorts of things from staff such as "my computer's just stuck...she only works Friday...when would you like to come in?" It just sounds awful and doesn't give a good impression. For scheduling reasons it's important you take control of calls. To ensure you qualify your applicants it's important you take control. To ensure you get your prospects to make the right choice - you must take control. Have you ever been to a supermarket and stood for minutes deciding which marmalade to buy? The choice is simply overwhelming and often people just give up. People want to be told what to do. That's why brands work. It means people don't have to think - there is a click-whirr process that goes on in their brain. The choice is automatic. Here's an example of a woman (yes it's relevant because I've had heard the differences between women and men on the phone) calling after browsing the divorce pages of a firm's website. Here's how I'd expect a call to go if someone takes control. (I'm not going to write how it normally happens - you can imagine.) ______________________________________________________________________________ "Hello, I've been reading your website and I'd like to see someone about a divorce. I don't qualify for Legal Aid" "Would you like to take advantage of our special assessment consultation that is free of charge?" "Yes please." "Our Divorce Specialist, Mrs Janice Grey has two appointments available this week, Thursday at 10.30 am and Thursday at 3pm. Which would you prefer?" "Thursday 10.30am please." "Have you read the document, "What to expect from your 30 minute consultation with our Divorce Expert Janice Grey?" "Yes I have", "Great, that's good preparation to get the maximum out of our meeting" or "No I haven't" "Ok, can we send it by email to you or please make sure that you read it on the website before you arrive for your appointment - it tells you everything you may wish to bring". "Ok I will do - where are you exactly?" "We are right opposite the cinema. There is a map on our website. As we have limited free appointments each week it's important you let us know if you cannot make the alloted time for any reason. Please call us on 0844 8745377 at least 24 hours in advance so that we can re-allocate your appointment. We'll let Mrs Grey know to expect you on Thursday, 29th March at 10.30am at our Reading office and we'll text you a reminder on Wednesday." _______________________________________________________________________________ You can probably come up with your own procedure for enquiries that dramatically improves your efficiency, and puts the prospect at ease. They want to know they are in safe hands. Make them feel safe and they'll trust and like you for it. And that's 99% of the selling job done. And this video is reminder of why I think everyone needs to be an internet marketing expert nowadays.

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