The news about Cooperative Legal going on a major new advertising campaign in their stores prompted us to check out their conveyancing services yesterday … which proved to be a very disappointing experience as a consumer; great news if you are one of their competitors though. We made one of our ghost calls to their conveyancing team, asking for a quote on legal fees when moving home to check out their response. It wasn’t good.
It took all of 4 minutes to get to speak to someone, working through their call answering system options with a long time on hold. The person who spoke to us made no effort to tell us anything about the benefits of using their services; they didn’t find out anything about the caller other than the price of the properties involved, so we couldn’t judge them on anything other than price (and the poor experience of getting to speak to them). Not only that but they also quoted a higher legal fee than any of the 3 other legal practices we approached after that call with the same numbers. Mind you, the other legal practices didn’t fare much better at all. They were just as bad and didn’t take advantage of the opportunity to talk to us about more than just the price.
At least follow up emails are better than in the past. where there is some mention of the benefits, but that comes too late. The everlasting first impression has already done the damage.
I had thought the Cooperative would be raising standards, but far from it on this performance. However, lawyers shouldn’t get too complacent over this. I’d expect Cooperative Legal to get better in the future – shocked if they didn’t. It’s really not difficult for conveyancers to handle these telephone enquiries dramatically better to convert more calls into business, potentially at higher fees. We run half day sessions that enable conveyancers to think about and handle calls very differently with potential to change the dynamics of these calls overnight.
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