This is not something new, and something all firms need to take note of. The consumer will shop smarter now, and are different to the type of clients who purchased legal services 10 years ago. Shopper Anonymous doing a great job as always.
Law firms still have a long way to go in dealing with enquiries from potential clients, with a failure to follow up initial contacts a particular weakness, mystery shopping research has found. In the most extreme example, not one of the 50 medium-sized law firms that received a walk-in enquiry followed it up, with researchers saying that firms are potentially losing a lot of work as a result.