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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 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

How are customers feeling?

Impact on spending…

Ipsos Mori National Research -1st May 2020

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

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
• 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

• 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?

• 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 policy Stay calm Be polite Explain Remind Thank 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
• 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?

• 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?

Empathetic

Efficient

Value for Money Helpful Pricing Friendly Interested

Encouraging

Capable

Understand- able

Timely

Experienced

Knowledgeable

Engaging

Professional

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

• 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

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

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

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

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.

Questions

For the slides or more information:

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

Ending Lockdown – Preparing for Recovery

Jim Smith

CUSTOMER EXPERIENCE DIRECTOR HAMPSHIRE