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Ending Lockdown – Preparing for Recovery Jim Smith CUSTOMER EXPERIENCE DIRECTOR HAMPSHIRE
A little about me:
Why are we here? • This is an unprecedented situation – it has impacted everything. • Businesses starting to open / reopen / fully open • So how do we react? • The aim of this is to discuss some of the key factors around this, and help shape your decisions and action over the coming weeks
Agenda • Where are we now? • What to consider: • Safety / processes / preparation • Staff • Clients • Some hints and tips
So where are we now? (general) • Lockdown slowly opening up – July 4 th seems to be key a day • You could open your offices more widely, some have, some considering, some delaying • Still a lot of fear out there – Ipsos Mori roughly 2/3rds of people reluctant to venture out
How are customers feeling?
Impact on spending… Ipsos Mori National Research -1 st May 2020
So where are we now? (general) • Lockdown slowly opening up – July 4 th seems to be key a day • You could open your offices more widely, some have, some considering, some delaying • Still a lot of fear out there – Ipsos Mori roughly 2/3rds of people reluctant to venture out • New normal or old normal? • What will the world look like: more online, less travel, fewer leisure pursuits • Less prosperous population
Who’s doing it well / badly?
So where are we now? (Law) • Firms still operating, mainly remotely • Business: some areas struggling, some flying – but some fees coming in • Property spike, but predicted to slow • Family teams reporting increased activity • Ongoing legal needs will continue
Three voices shouting loudly: • Voice of safety • Voice of staff • Voice of the client • If you have a coherent approach and create reassurance for all three, then you will not go too far wrong
1. Voice of Safety • UK Government recommendations (gov.uk), notes for all types of businesses including offices • Not experts on this but considerations include: • Reception – spacing, queuing, screens, entry process • Cleanliness – increased regularity and depth, sanitisers • Visitors – appointment only, limited number at any one time, payments • Signage – internal and external, office flow, one way corridors • Common areas e.g. meeting rooms / kitchens / loos / lifts / hot desks • Website – tell people you are safe • What PPE might be required? • Consultation with staff, risk assessment • What processes MUST have contact? E.g. Document signings
2. Voice of Staff • What are your staff saying? Concerned, okay? Do you know? Find out • Stats: • Ipsos poll – 2/3 rd of people not overly confident to venture out • Only 28% of Law Firm staff are fully confident, even if all safety measures are implemented • 40% of staff are at risk or care for someone at risk • What are their concerns? • What measures do they think are important? • Are they asked, heard, and updated as to what actions you are taking?
2. Voice of Staff • Travel arrangements, who travels in by public transport or car share? • Ongoing comms – we’ve seen that ‘at home’ staff are communicated to more regularly than ‘furloughed’ • Some thoughts: • a rota (staff in / out of the office) and split teams • gradual return to the office • Ongoing checking of confidence levels • Fully brief everyone on all measures, walk then through it – the staff journey
Difficult customers, safety must be enforced… Know your Thank Stay calm Be polite Explain Remind policy them
3. Voice of the Client • The task: • To make it a great experience • Within safety restrictions • All aspects of the business are committed to anticipating, meeting and exceeding your current and prospective client’s expectations
3. Voice of the Client • Where were we: • Firms were getting better at service, more were measuring, enquiries better handled, but • Only 37% said anything to promote / differentiate their firm in any way • Only 12% ever asked how the enquiry came about • Only 10% followed up on good enquiries • Only 50% of web enquiries resulted in a conversation • Price was of major consideration on 14% of interactions, value circa 63%. Expect that to rise.
3. Voice of the Client • So how is the Client Journey changing: • More web and phone enquiries and fewer face to face encounters • Ongoing consultations by phone or Zoom • Client expectations of value and service still there (and people have become more used to online services now) • Not as east to get through to key people – responses take a little longer • Not as easy to give a sense of concern / trust / empathy / reassurance online or by phone as it is face to face – Emotional Intelligence (EI) is harder • Price may be an objection that crops up more, ‘funding’ an issue • More or less enquiries? Depends on departments, but may be less in the short term. How are you going to get your share?
3. Voice of the Client • Some thoughts: • Your website: empathetic wordings (only 36%) , statement on safety, easy to contact you • Use email, phone, Zoom in ascending order of preference. Why? Because you body language shows through more and that increases your EI • What made you good before this – how are you going to demonstrate that now?
Why You? Interested Empathetic Professional Understand- able Helpful Value for Experienced Money Efficient Pricing Timely Friendly Encouraging Capable Knowledgeable Engaging
Why You – what makes the difference
3. Voice of the Client • Some thoughts: • Your website: empathetic wordings (only 36%) , statement on safety, easy to contact you • Use email, phone, Zoom in ascending order of preference. Why? Because you body language shows through more and that increases your EI • What made you good before this – how are you going to demonstrate that now? • Maximising enquiries – makes sure teams can handle them, highlight value, present the firm in a positive light, manage price concerns, and convert • Sensitive handling of ‘ability to pay’
Summary • Safety measures are a hygiene factor – they must be in place • If your staff are not highly confident, it will show through • Your Client Journey (CX) is critical to business starting recover. Only if clients get a the right level of service, expertise and value, will they be properly satisfied – which means they come back, tell others, post positive reviews etc. • Business might be ‘a bit thinner on the ground’, the firms that will thrive will convert a good share of enquiries
What Can you Do? • Safety: • Check the gov.uk guidance • Spacing, PPE, procedures, etc. etc.. • Staff: • Consult with them, poll them to see what their concerns are, they might be more considerable than you think • T ell them what you’ve done, and walk them through how things will work • Special considerations for ‘at risk’ or carers • Ongoing confidence checker
What Can you Do? • Clients: • Show real interest and empathy, the circumstances affect people, how are they feeling right now? • Stress to staff that old normal service standards are key in the new normal: • Response times • Accessibility • Seamless and speedy call transfers • Allow frank and open conversations • Showing of empathy, interest and giving reassurance – builds trust • Switchboard staff know who is available and where
What Can you Do? • Clients: • Make sure your team members work hard to convert the (good) enquiries that come in – promote, differentiate, follow up, discuss, etc. • Remember the stats – 37%, 10%, 50% • Map and walk through the new ‘Client Journey’, does it hold together, any weak links, are team members prepared? E.g. test it, - make a call in via main switchboard number
Ongoing Making Comms X Storage X a Will Meeting to discuss content X X Billing Receive initial docs X X Final signing View web site (s) Agree to costings X X X Receive quote X Call Solicitor – reception and expert
Identify The Touch Points • Initial enquiry: • Prospective client drops in, calls, sends a web request • Through to which team first – ready, able to manage and forward the enquiry • Acknowledgement • Smooth transfer to expert • Speed of response • Seamless process
What Can you Do? • Clients: • Make sure your team members work hard to convert the (good) enquiries that come in – promote, differentiate, follow up, discuss, etc. • Remember the stats – 37%, 10%, 50% • Map and walk through the new ‘Client Journey’, does it hold together, any weak links, are team members prepared? E.g. test it, - make a call in via main switchboard number • Get feedback starting now: • from staff - how safe and confident are you • clients – how safe, how are we serving you
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