Dial M for Mystery Shopper – Sponsored by CallRail

Intrigue! Drama! Suspense! Our victim, Paul Robinson Law, gets put through the wringer again with an after-hours secret shopper call plotted by Gyi and Conrad. 

Before you get too delighted at the thought of hearing about the missteps of a fellow firm, remember—if you haven’t taken the time to fully engage with training and testing your in-house or third-party reception, your client intake might be dead in the water. So, did Paul’s firm successfully escalate the undercover shopper’s legal need? Gyi and Conrad analyze the experience and break down its good and bad elements to showcase how proper intake training, scripting, coaching, and emotional connection can foster a superior customer experience that will win you more clients.

The News:

• Digital marketing luminaries Rand Fishkin and Greg Sterling have insights you need right now! Rand – The SEO opportunity pie shrinking and more insights and Greg – 300 Million Queries, Old Google, Cyber Week, Location Data Is Like Ground Beef
• Bluesky is really on the uptick. With 24 million users, a burgeoning SEO Community, and all your favorite legal tech peeps, is it the new place to be? – Amid X X-odus, Nothing But Bluesky from Now On | LawSites
• We’re getting used to disappointment – A Week Overdue, Google November 2024 Core Update Still Causing Volatility
• The TLTF Summit has wrapped up for this year, but keep an eye out for next year’s event for a chance to rub elbows with the best and brightest in legal tech.
• Thank you, loyal listeners! Spotify Wrapped showed stats that just make us uber grateful for you all. 

Also, the dirty, underhanded, belly of the internet turned on Gyi and Conrad in the form of Google Business Profile suspensions on the SAME day. Coincidence? They think not. But, that’s it for today—let’s hash all that out in the next episode. 

Other Episodes in the Paul Robinson Trilogy:

Lawyer Website Roasted 

Ring, Ring! What to Expect When You Call Up a Marketing Agency  

Connect:

The Bite – Lunch Hour Legal Marketing Newsletter!

Leave Us an Apple Review 

Lunch Hour Legal Marketing on YouTube 

Lunch Hour Legal Marketing on TikTok

Chapters – Times Approximate 

(0:00) Planting our Flag / GBP Suspensions

(6:59) Legal Marketing News

(17:53) Mystery Shopper Call

Special thanks to our sponsors CallRail and Clio.