As a business owner, it is critical for you to keep a sharp eye on how your team is doing. After all, your business is dependent on how well your team takes care of clients. But, the thing is, you only get an inside view. Have you ever wondered how your clients or prospective clients perceive your law firm? There’s an easy way to do this-mystery shopping!
Mystery shopping has been used in the retail industry for years and years as a way to gauge the establishment’s performance from the other side of the cash register. The idea is to get someone to come to the store or restaurant and simply act like a normal shopper. The mystery shopper would simply ask the staff questions, partake of the service or products sold, and make a purchase. The mystery shopper would then rate the performance and provide feedback. This feedback would then be used to identify where training is needed or where there might be a complete overhaul needed.
But, you might be wondering how a law firm can take advantage of this technique. It’s easier than you think.
Simply enlist the help of a few colleagues or even friends or family members. Ask them to call your office and ask some questions that you’ve agreed to in advance. You should even ask one or two to go so far as to book an appointment. Whether they book an appointment or not, you’ll want to also evaluate what happens after the call. That way you can make sure that your team executes the proper follow-up procedure. How are they supposed to follow up for the people who did not make an appointment? Are they taking the proper steps for the people who did make an appointment? Ask the mystery shopper to follow up with you after every step in the process. They not only need to let you know if the proper follow-up was executed, but how they are treated during the follow up process.
You will be amazed at what you can learn during this process. And, it’s not all about finding out what is wrong with your team. You may find out that team members are going above and beyond to encourage appointments and provide great customer services. Either way, the mystery shopping will be constructive and empower your team in ways you may not have thought of otherwise.
Last week, I posted a challenge in my Inner Circle Accountability Facebook group to set up some “Secret Shopper” calls to your office to support and hold our group accountable! I can not stress how important this is to do if you have any type of team (even if it is just an answering service)!
Do you want to join our private group and kick your 2017 off with a BANG? We’ll let you in for $1 so you can experience it for yourself! Click here to register and join the conversation. Join today and mark your calendar for NEXT TUESDAY – JANUARY 24th at 12pm ET/9am PT for our Training Call where we will go over how to process the results and implement systems for your team to feel empowered!