Fri, 24 May 2013
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Coffin Mew asks mystery shoppers to rate service
Once again Taz you show the arrogance that the legal profession has shown for years. The legal sector could and should learn so much from other sectors.
Ok I will concede that it doesn't measure how well work was carried out but actually being able to speak to someone is so important, and from their findings Coffin Mew obviously found they were lacking in this area, hence the changes. Repeat business only comes from good relations and if a client in this day and age will judge that mainly by the experience of front of house.
I for one hate 'clunky' phone systems and incompetence of front of house, eg I recently returned a call from our lawyer and was put through to switchboard who told me that 'the partner didn't work there', we have only been their client for 5 years. When I pointed this out to our lawyer they replied 'what do you expect we are huge company'. They are no longer our lawyers as I do not expect this from my own staff and I certainly do not expect that arrogance when I am paying £600+ an hour.
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