AAA Attorney referral service,Lawyer Practice perfect mystery shopper program,unique and unprecedented
Law firms have always wondered how to monitor and manage their staff. Many large firms have so many offices and layers and levels that it is impossable to watch everyone and know just how much businees they are losing due to poor staff communications with a potential prospect. What a law practices front ine staff does can not only lose them potential clients but, effects referrals from othe attorneys and how judges and court officials view their practice
For many years, big retailers, restaurants,hotels and others have relied on "mystery shopper services". Now, Practice Perfect makes available to every law office, the same kind of powerful tools which were previously available to corporate America.
First impressions on the telephone determine whether someone retains you or one of your competitors. That simple. In an unprecedented program practice perfect listens to and trains your staff in key phone techniques. According to Lisa Spitzer the mastermind "People are calling on the worst day of their lives. A son may be in jail, a child hit by a car, their home in foreclosure, served with divorce papers and they need help." "Did your front line staff show concern and empathy"
"Did they present as an expert and reinforce confidence?" According to Practice perfects model this is key. They analyze the first step and follow the call thru the office process. Spitzer says "I have done this with attorneys on the line listening and some of them are shocked". We tested a large well known law firm, NO ANSWER".
Practice perfect is a division of AAA Attorney Referral Service. AAA has been listening to callers and law firms since 1996. According to Spitzer "law firms really need this support and help,especially in this economic environment The practice perfect mystery shopper program assigns a mystery shopper to call the office at various times.
Practice perfect then evaluates a number of different dimensions including:
Did the tone and manner reflect the spirit and attitude you are trying to project? Was the telephone answered promptly? According to Spitzer "Having the phone ring too many times,or placing someone on hold is not a good way to start a relationship"
Practice perfect also analyzes the receptionist in the office suites, shared offices, and use of answering machines. This is a first for the legal community. "We believe it is the first step in changing the public image of the legal community.
A well run law firm mystery shopper program will provide insightful perspective into potential clients experience,measure your office proficiency and help align your staffs focus on consistently exhibiting key behaviors that result in increased client appointments, client loyalty and referrals, and improved retainers and profitability. A mystery shopper program can "catch" your staff in doing something right as well as something wrong. There are benefits to "catching them doing something right" This is an opportunity for praise and recognition. A reward can be offered for an exceptional job. Mystery shopping is a training tool for constructive coaching. Simply put, the goal is to isolate the staff interactive and phone techniques that drive more clients into your practice and to leverage this information to increase your appointments , retained clients and "bottom Line"
Lisa Spitzer Mse Lcsw is the author and the brainchild of both AAA Attorney referral Service and the Practice Perfect programs. For more information see. Practiceperfectprogram.com and AAAAttorneyreferralservice.com or call 1 877-669-4345
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