How Many New Clients Could You Be Losing?

How Many New Clients Could You Be Losing?

Written By: Alex Trott, Marketing Lawyers
Edition: May 2020

We have been helping law firms across the country test their new processes for handling enquiries during lockdown. Naming no names, here are some insights into common issues:

  • Phone lines being engaged (No overflow)
  • Blind transfers causing confusion
  • No callback policy (waiting over 24+ hours or no return call at all)
  • No tracking in place via a simple spreadsheet
  • No general knowledge of services on the front line
  • No follow-up system for conversions
  • Promising further information by email (waiting days for it, if it arrived)
  • Phones ringing out (not answered)
  • Not taking contact details
  • Not asking if we would like to proceed on the first call after speaking with a fee earner

Now more than ever, every enquiry needs to be treated with care to hopefully convert them into paying clients.

A well thought out structure, training and simple tracking can help convert a high percentage of enquiries, leading to greater turnover and hopefully profit!

It is important to find out what is happening at all your touch points with your law firm brand, especially during lockdown and if your processes have changed.

For a free initial discussion about your performance and for more insight, please call us on 0115 8700 443 or email

Alex Trott

Marketing Lawyers