17 March 2022 | From the friendly caves of Pixie Hollow.
Here is how I helped a firm to stop getting 95% of those annoying are we there yet emails and calls within 14 days.
They're endemic to professional services.
Lawyers, accountants: I'm lookin' at you, kid.
One of my past clients got so many of these that they were jamming up billable hours.
The whiners were calling reception every two days.
Then when they got no love, they started emailing the Principal daily.
So then the Principal Lawyer started replying to emails instead of working.
So then the billables tanked.
YIKES!
Here is how we stopped Are we there yet? :
- We did some thinking. Why were these people forever calling?
Answer: Fear and anxiety derived from (a) their situation (immigration), and (b) buyer's regret.
- We did some more thinking. What would mitigate this feeling?
Answer: Proactive communications.
All we did was put in place a simple automation.
This firm gets leads through its website, via a simple forms plugin that allows you to add custom and hidden fields.
We added a custom, hidden field that was titled Lodged and Waiting.
Then, we put in place an email that would send itself every single month that said something along the lines of:
Your application is lodged and waiting. As soon as we hear anything from the Department of Immigration, we'll give you a call.
We set the timer so that it would run every 30 days for a couple of years, unless the box was unticked again.
The paralegal was responsible for ticking and unticking the box.
The result?
In the first fortnight close to 95% of those are we there yet communications stopped.
Our assumptions were correct. People just wanted to know what was going on.
As far as I know, that sequence is still in place.
Later, the firm removed email access from the Principal altogether... but that's another story for another time.
How might you improve your CCX by stopping to think about how your clients feel?
xx Leticia "it's all in the feelings" Mooney
Please let me know what I can do for you.
Leticia Mooney is a consultant with decades of experience writing with and for people like you. Her company Brutal Pixie casts the the kind of spells your customers love. Its services are oracles (communication strategy, CCX, audits, investigations, quality assurance), metamorphoses (training, mentoring, coaching, wargaming), and your stories in magick hands (ghostwriting, content writing, editorial support). Leticia is
also the mother of an intelligent, engaging, and curious boy, who is named after a character created by J.R.R Tolkien.
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Brutal Pixie Pty Ltd works worldwide.
PO Box 1190, Pasadena SA 5042, Australia
Phone/Text (Signal/Telegram) +61 421 925 382