How fast your firm responds
Find out whether a prospective client gets a real response quickly or falls into voicemail, hold time, or phone tag.
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MYSTERY SHOP YOUR LAW FIRM
Think your firm answers the phone well? Prove it.
Call your own firm like a prospect and score the experience from the caller's point of view. The free 20-point scorecard helps you find the intake leaks your team may have stopped noticing.
Do not grade effort. Grade the caller experience.
THE RULE
Do not tell your team you are testing.
Use a number they do not recognize. Call at a normal time. Behave like a real prospective client. Then score what actually happened.
WHY MYSTERY SHOP
Your intake process probably looks better from inside the firm than it feels from outside.
Your team knows the people, the software, the calendars, and the shortcuts. A prospect knows none of that. Mystery shopping exposes delay, confusion, awkward handoffs, voicemail, inconsistent questions, and scheduling friction that can become invisible internally.
WHAT THE SCORECARD HELPS YOU SEE
Twenty checkpoints across the caller experience.
The point is not to create another internal checklist. It is to experience your firm the way a real lead does.
Whether the caller feels confident
See whether the first conversation makes someone feel like they reached the right firm—or leaves them unsure.
Whether intake asks the right questions
Test whether your team gathers the information needed to understand the matter and move the caller forward.
Whether the next step is clear
See how easy it is for a qualified caller to understand what happens next and get a consultation scheduled.
What happens after hours
Learn what a caller experiences when your normal front desk is unavailable.
Where the leaks are
Identify the little breakdowns that can quietly turn paid leads into somebody else's clients.
RUN MORE THAN ONE TEST
One call can lie to you.
Test a new lead. Test after hours. Test a busy period. If appropriate, test how an existing client is handled. You are looking for patterns, not one lucky or unlucky phone call.
- New prospective client
- After-hours caller
- Busy-period call
- Existing-client routing
WHAT TO DO WITH THE RESULTS
Fix the leaks before you buy more leads.
If the scorecard shows problems with answering, response time, qualification, scheduling, or follow-up, you have found places where better intake may be worth more than another marketing campaign.
keep the receipts ↘
Find out what it is actually like to call your law firm.
Get the free scorecard, mystery shop your firm, and see where good calls may be leaking out.