Brand management for lawyers – how to monitor your firm

Brand management for lawyers – how to monitor your firm

Do you know what consumers are saying about your firm online?

Whilst sharing an opinion online has become commonplace for many us, we rarely give too much thought to the business involved – especially if our experience was bad.

However, we might think slightly differently if the business was our law firm.

As you’ll be aware, the report from the Competition and Markets Authority sparked concerns over consumer accessibility of legal services, particularly in areas such as conveyancing and wills and probate.

Aiming to curb the issues highlighted, the Solicitors Regulation Authority issued their own consultation, proposing that firms should provide consumers with greater information on both services and prices online. The regulator stressed that once the focus was away from prices, consumers would look to other factors when choosing a law firm – namely, the experiences of previous clients.

Whilst online reviews are nothing new, the shift towards greater transparency is bound to make them more prominent in the legal services market. As consumers place an increasing amount of trust in what others have said about your services, monitoring your firm online is becoming more and more important.

This isn’t just limited to your website; whilst you may use Twitter and LinkedIn for B2B communication, consumers see them as the perfect place to share their experiences of legal services – be them good or very, very bad.

With this in mind, firms need to start considering how they will monitor their brand for comments made about them online.

Knowing about the positive feedback is, of course, great. As well as being useful for testimonials, happy clients are great motivation for the team and for the business.

However, that’s not to say that negative comments should be neglected. They give you a great platform to engage with the disgruntled client and show that your business will handle their problem effectively. But to be able to do this, you need to know they’ve mentioned your firm in the first place.

The Move Exchange has launched a new service to monitor firms on a daily basis, delivering real time notifications when a consumer has mentioned your firm online.

In addition to notifying the firm, the service will also provide advice on how to deal with negative reviews as well as effective ways for firms to boost the amount of positive feedback received.

To discover how The Move Exchange can help to manage your firm’s online reputation, contact Jennifer Davies at Jennifer.davies@themoveexchange.co.uk or call 0330 223 2913.

This article was submitted to be published by The Move Exchange as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer.

The Move Exchange

https://www.themoveexchange.co.uk

UK based Conveyancing Conversion Specialists


Do you face some or all of these challenges?

  • Variable instruction numbers during quiet and busy periods
  • Maintaining consistent service standards when faced with staff sickness and absence
  • Converting enquiries to instructions
  • Staff lacking confidence to close a sale
Developed on the combined experience in the conveyancing industry of over 40 years by leading industry figures Chris HarrisKaren Babington and Julie Williams. As a strong, business-minded team, The Move Exchange are committed to helping firms win and nurture new business leads whilst improving conversion rates and the value of your customer service. The team has seen significant growth during 2019, expanding to include a wide range of legal knowledge and experience, ensuring that your clients are in the best hands. With a strong and proven track record of success, we help our chosen partner law firms to offer the very best in customer service to their clients, whilst also making sure that fee earners are supported.

Services

Quotation and Conversion – Outsource your new customer enquiries

  • We will answer the phone as your company ✔
  • Provide bespoke fee estimates using your fee scales ✔
  • Work hard to convert the lead ✔
  • Provide professional follow-up calls and emails as standard ✔
Find out more about we can help >

Client Onboarding – Reduce your administration burden and free up fee earners

  • File opening on your case management system ✔
  • Provision of your client care documentation ✔
  • Terms of business ✔
  • Client ID checks ✔
Find out more about how we can help >

Mystery Shopping – Understand your customers’ experience

  • Understand the effectiveness of your handling of enquiries ✔
  • Understand your key areas for improvement ✔
  • Benchmark your firm against competitors in your area ✔
Find out more about we can help >

Phone us

Contact Sarah Brocklebank on 0330 223 2913

Email us

sarah.brocklebank@themoveexchange.co.uk

Find us

The Move Exchange, 67 High Street, Tarporley, Cheshire, CW6 0DP

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