Project Garnet – Multi-office mystery shopping campaign
3rd March, 2014
A law firm with several offices commissioned Berners Marketing to undertake mystery shopping to ensure enquiries were transferred effectively.
A law firm with several offices was concerned that business was being lost, as receptionists did not understand the full range of services offered by the entire team of lawyers.
This is a common problem in dispersed firms where certain services are only offered from one or two locations. Ensuring a seamless transfer of enquiries is key to retaining the confidence of the potential client and obtaining an instruction.
A mystery shopping campaign was carried out by Berners Marketing across all practice areas and all offices to identify best practice and areas for improvement.
This was then followed up with comprehensive training and provision of some resources to help the receptionists transfer calls speedily and effectively.