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SLIDE 1

Welcome, the workshop will begin shortly

 Please mute when you are not speaking  Turn your camera on for the questions at the end.  Please ask questions through the chat function  Paper for notes

This session will last approximately 50 minutes

Recommend minimising the attendee list

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SLIDE 2

Ending Lockdown – Preparing for Recovery

Jim Smith

CUSTOMER EXPERIENCE DIRECTOR HAMPSHIRE

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SLIDE 3

A little about me:

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SLIDE 4

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

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SLIDE 5

Agenda

  • Where are we now?
  • What to consider:
  • Safety / processes / preparation
  • Staff
  • Clients
  • Some hints and tips
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SLIDE 6

So where are we now? (general)

  • Lockdown slowly opening up – July 4th 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

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SLIDE 7

How are customers feeling?

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SLIDE 8

Impact on spending…

Ipsos Mori National Research -1st May 2020

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SLIDE 9

So where are we now? (general)

  • Lockdown slowly opening up – July 4th 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
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SLIDE 10

Who’s doing it well / badly?

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SLIDE 11

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
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SLIDE 12

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

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SLIDE 13
  • 1. Voice of Safety
  • UK Government recommendations (gov.uk), notes for all types of businesses including
  • ffices
  • 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
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SLIDE 14
  • 2. Voice of Staff
  • What are your staff saying? Concerned, okay? Do you know? Find out
  • Stats:
  • Ipsos poll – 2/3rd 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?
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SLIDE 15
  • 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

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SLIDE 16

Difficult customers, safety must be enforced…

Know your policy Stay calm Be polite Explain Remind Thank them

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SLIDE 17
  • 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

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SLIDE 18
  • 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.

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SLIDE 19
  • 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
  • nline 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?

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SLIDE 20
  • 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?

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SLIDE 21

Why You?

Empathetic

Efficient

Value for Money Helpful Pricing Friendly Interested

Encouraging

Capable

Understand- able

Timely

Experienced

Knowledgeable

Engaging

Professional

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SLIDE 22

Why You – what makes the difference

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  • 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’
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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

  • f 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

  • f enquiries
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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
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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
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SLIDE 27

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

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SLIDE 28

View web site (s) Call Solicitor – reception and expert Receive quote Agree to costings Receive initial docs Meeting to discuss content Final signing Billing Storage Ongoing Comms

X X X X X X X X X X

Making a Will

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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
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SLIDE 30

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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SLIDE 31

What Can We Do?

  • Surveys:
  • Staff confidence
  • Client expectations
  • Client service reviews
  • Mystery enquiries: web, phone, online help
  • Webinars – making the most of the enquiries, service with safety, effective

client conversations, great client conversations, making the journey work

  • Stay Safe Staff Covid Tracker:
  • 3 months
  • Ask all staff how they felt at work today and why (why not), daily or
  • weekly. You can track in real time, and staff like to be asked.
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Questions

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SLIDE 33

For the slides or more information:

  • Jim Smith – insight6 Hampshire
  • Jim.smith@insight6.com
  • 07721 535429
  • www.insight6.com
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SLIDE 34

Ending Lockdown – Preparing for Recovery

Jim Smith

CUSTOMER EXPERIENCE DIRECTOR HAMPSHIRE