How to deliver an exceptional experience for your clients

  • When: May 8, 2019 8:30 am - 10:00 am
  • Where: RSM UK, 3 Hardman St, Manchester M3 3HF
  • Summary: AND increase turnover for your firm! The recently undertaken Manchester Client Journey Project 2018, between Client Experience specialists insight6 and The Manchester Law Society, showed that law firms in Manchester are ahead of the curve when it comes to providing client experience.  In most areas Manchester firms performed above the national average – leading the way again!
  • Details:

    Even though the local firms scored above the national average there is STILL a lot of work to be done.  For example on phone enquiries only 7% of all initial conversations were followed up with a subsequent phone call or email. This means a shockingly high 93% of all potential business is lost at this initial stage. 

    And with online client enquiries Manchester firms again performed above the national average but only replied to the enquiry within 2 hours to 48% of all web enquiries, meaning more lost potential business that law firms are letting slip.  In the ‘online era’ clients have become accustomed to receiving a speedy response when using the internet.

    Overall the results show that while Manchester firms are scoring above the national average across the board there is still a lot of work to go to improve the client experience, especially in terms of follow up from both phone and web enquires.

    This session, delivered by Sarah Percy of insight6, will focus on the client experience and how it can be delivered, measured and maintained, ensuring your clients have their expectations exceeded!

    If you have not looked at your firm through the eyes of your clients, identified how clients want to be treated or what you can do to WOW your potential clients then this a great session for you.

    Topics covered will include

    • Understanding the potential client journey
    • Identifying key touch-points
    • Discussing the behaviours and actions you can deliver to amaze your clients
    • How to measure the impact you are having at each of the touch points
    • How to ensure you are delivering consistently high levels of customer experience.

    You will go away with a better understanding of how to impact your conversion rates which will lead to an increased number of clients and total turnover.

    Cost to attend:
    MLS Members £20.00 + VAT (£24.00) Non-members £40.00 + VAT (£48.00)

    Book your place online here

    Alternatively you can book by completing and returning the Client Follow Up Seminar Application Form
    or email

    By booking a place on this course you are agreeing to our terms and conditions details of which can be found here.

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