What can you learn about how your staff deal with new enquiries?

What can you learn about how your staff deal with new enquiries?

When it comes to maximising business success, it’s important to make the most of every opportunity.

After all, as you can never be certain as to the extent of a call, you never know the extent of the benefits it could bring. With this logic in mind, you would assume conveyancing firms would endeavour to capitalise on every incoming opportunity.

However, this simply isn’t the case.

Firms are losing business on a daily basis, simply because of the way they’re answering, or not answering calls. As a result, they’re missing out on an estimated £1 million worth of new business per year, the equivalent value of around 3 quote request calls each day.

Independent research from The Move Exchange revealed that just a fraction of firms actually provided a quote over the phone, with many neglecting to take the time to engage with potential clients.

A further study from Professor’s Ian and Howard Cooper found that just 3% of firms actually ask for the work when providing a potential client with a quote. This means that even where a quote has been provided, the potential benefit for the firm has ultimately been lost.

Having recently concluded a consultation on the issue, improving the home moving process for consumers has been top of the regulatory and Government agenda. Therefore, when dealing with potential clients, it’s vital that firms get their approach right from the outset.

Before firms can establish how to improve, they first need to get to the root of the problem and discover where the real issues lie. As internal reviews can present problems in both delay and objectiveness, the best way to obtain an accurate reflection of your firm’s performance is through mystery shopping.

Delivering a detailed account of how your firm deals with new enquiries, the Mystery Shopping Service from The Move Exchange provides you with valuable feedback on your current call handling, as well as advice on how to improve.

As part of our professional Mystery Shopping Service, we:

  • Call at 4 different times throughout the day to reflect a time where you may be busy
  • Give your team 4 different scenarios which they must respond to
  • Provide a comparison of your firm against others in the market, looking at both service and price
  • Provide you with a detailed report identifying what happened on each call, a score for each section, as well as feedback on how to improve lead management

Following the report from the Competition and Markets Authority and subsequent SRA proposals, requirements to improve price transparency are bound to build competition in the market. As a result, it’s important to get ahead of the game and ensure that your firm is dealing with new enquiries in the most effective way.

To discover how The Move Exchange can help to improve your firm’s lead management, contact Jennifer Davies at [email protected] 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


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.


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

[email protected]

Find us

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

Leave a Reply

Your email address will not be published.