Transcript Powerpoint
ABA’s Mystery Call Benchmarking Study By the American Bar Association Committee on Social Media, Blogs and Websites Mockingbird Marketing Methodology This report includes the results of phone calls to your front desk, posing as potential clients. Please note the results are anecdotal and NOT a statistically significant sample, but SHOULD provide general guidelines for improving your overall intake process. At least two calls for each firm were placed after hours or during the weekend – additionally we’ve contacted firms via online form fills when available. Each slide contains either two pie charts or a column chart. The first pie chart is the industry benchmark and the second is your own firm’s performance. The column graphs – the blue lines are industry benchmarks and your firm is represented in red. Mockingbird Marketing 1. Who picked up the phone? Who Picked Up the Phone? No Answer 3% Voicemail 32% Human Answer 65% Mockingbird Marketing 2.Did I speak with an attorney? Did I Speak with an Attorney? Yes 9% No 91% Mockingbird Marketing 3.How often was I placed on hold? Mockingbird Marketing 4.How long was I on hold for? Mockingbird Marketing 5.Greeting Greeting Rude/"Hello" 6% Generic "Law Firm" 22% Name of Law Firm 72% Mockingbird Marketing 6.Did they tell me their name? Did They Tell Me Their Name? Yes 44% No 56% Mockingbird Marketing 7.Did they use my name? Did They Use My Name? Naturally in conversation 34% Never 47% Once 19% Mockingbird Marketing 8.Did they take my phone number? Did They Take My Phone Number? No 45% Yes 55% Mockingbird Marketing 9.Did they take my email address? Did They Take My Email Address? Yes 14% No 86% Mockingbird Marketing 10.They set a time and date for next steps. Did They Set a Time for Next Steps? Yes 30% No 70% Mockingbird Marketing 11.They asked detailed questions. Mockingbird Marketing 12.They explained the process and next steps to me. Mockingbird Marketing 13.They showed empathy towards me. Mockingbird Marketing 14.They were polite and professional. Mockingbird Marketing 15.They proactively explained pricing and fees. They Proactively Explained Pricing and Fees Yes 16% No 84% Mockingbird Marketing 16.How long did they get back to me after leaving a message or voicemail? Mockingbird Marketing 17.How long did it take to get back to me after submitting an online form? Mockingbird Marketing Comparison – how we match up against other firms across all metrics. Overall Score (of Possible 100) 60 50 40 30 20 10 0 -10 YOUR FIRM HERE AA BB -20 Mockingbird Marketing CC DD EE FF GG HH II JJ KK LL MM NN OO PP