In the Media

Law firms ?are their own competitors?

PUBLISHED February 15, 2012

Law firms lose almost half of potential new clients by mishandling telephone enquiries and most show ?zero? sensitivity to a client?s needs, a ?secret-shopping? exercise has found.

Some 33% of calls to firms were disconnected before they reached a legal adviser and 44% of those which were put through went to the wrong person. Hybrid firms, which include alternative business structures and umbrella-branded firms, performed worst, the report found.

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