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our results

Scott Richards Solicitors

First impressions are a critical part of the client experience for solicitors; they set the tone for the whole client experience. Clients will make a decision, fairly quickly, based on whether they feel their needs are satisfied at this first point of contact. If solicitors are to convert enquirers to clients, they must make a positive emotional connection, making them feel welcomed and valued.

Scott Richards Solicitors wanted to enhance the client experience, building stronger connections from the start. They invited the Sidona Group to research the critical journey from first enquiry to client...

Customer Insight

We began by evaluating Scott Richards against the key drivers of great customer experience. We assessed the performance across all their departments, as well as looking at their online presence. Our research identified many strengths, but also highlighted a range of inconsistencies.

We undertook in-depth mystery shopper research, contacting colleagues across a range of disciplines and assessing a selection of touch points. We evaluated:

  • The greeting
  • Client expectations
  • Use of Plain English
  • Conversation closure
  • Written communication
  • Follow-up procedures
  • Overall experience

These were shared with management in an in-depth report and an action plan was developed.

Key Results

  • Seven areas of improvement were identified.
  • Employee engagement increased as they took ownership of the action plan.
  • New conversion-boosting follow-up procedures were implemented.
  • Standard call-handling procedures were developed.
  • A warmer tone of voice was adopted.