If not you should do…..
With all businesses getting a true picture of your service levels through the eyes of a client or potential client is invaluable and this is particularly the case for any service lead companies such as Law firms and accountants.
A mystery shopping exercise is the ideal tool to measure chosen key service indicators and give you a general feel for the customer experience.
It doesn’t have to be a huge exercise to reap rewards, just asking some family and friends to help out making some calls and coming into the office to arrange an appointment will probably catch some areas that could be improved quickly and cost effectively.
However a strategic mystery shopping plan will allow you to test different elements of your service and give you a deep understanding of how a potential client sees your firm. You can tailor it to take into account the online, phone and face to face experience but remember it’s not about what you do, but how you make them feel.
How can your firm benefit from mystery shopping?
- Monitor enquiry handling and follow up
- Improve client satisfaction
- Increased referrals
- Identify training needs
- Build customer service culture
Mystery shopping does not replace the need to for traditional client satisfaction surveys. Typically people who are very happy or very unhappy respond to surveys and those ‘in the middle’ who were perhaps indifferent to the service they received get missed out. Finding out how to improve the mediocre things to improve could make the difference between just serving your clients and delighting them.
What’s more if you are lucky enough to receive excellent mystery shopping scores, particularly if engaging the help of a non-biased 3rd party you can use the results in your positive PR campaigns. Who doesn’t want to know that a firm they are considering to use just scored 9 out of 10 in their latest mystery shopper?
Why not try this simple test right now, go to your website and fill in your own contact form ask a simple question such as a price for a Will or inquire about bookkeeping services. See how long it takes for a response and what sort of response it is.
Or if you haven’t got time or would like a more in-depth review talk to us about how we can help you with a secret shopper exercise please feel free to get in touch