How 1st Step Wills & Trusts boosted inbound inquiries by 75% in the space of just 3 months through regular client feedback
1st Step Wills & Trusts is a leading estate planning firm in Hertfordshire – offering PPT, LPA, Probate, Funeral Plans and more. With the help of Working Feedback, they were able to start collecting regular client reviews and demonstrate the care, professionalism and reliability of their range of services to potential customers.
- Optimised their online presence with a regular stream of client feedback
- Boosted their standing in the estate planning industry to win more clients
- Unlocked cross-sell opportunities through customisable review questions
The Story
As an estate planning company, 1st Step Wills & Trusts are operating in a competitive space offering a service that requires a close personal touch. Demonstrating your trust and reliability to potential customers is paramount – but, by their own admission, the company had been neglecting the process of collecting client feedback.
There was a clear need to do more when it came to customer reviews, and so they made the decision to implement Working Feedback with the express aim of generating more leads, winning more clients and, above anything else, positioning themselves as one of the market leaders for estate planning in Hertfordshire.
The Struggle
The trouble with 1st Step Wills & Trusts’ initial approach was that they simply weren’t collecting feedback. Managing Director Simon Harrington saw the need for support in this process, but found most solutions on the market were overpriced with limited functionality.
They didn’t need something complex – the company already delivered exceptional service – just an easy way to capture customer reviews and show the quality of their offer. Great feedback means more leads – but if you’re not collecting any, you’re going to struggle to leverage your reputation to gain more clients.
The Strategy
By implementing Working Feedback, 1st Step Wills & Trusts made it simple for clients to leave feedback. There were no awkward follow-ups, just a smooth automated process for customers to let the business know if they were satisfied with the service.
In an industry where customers tend to find a reliable provider and stick with them, customising review questions gave the company greater insight into the needs of their clients to unlock cross-sell opportunities. As an example, Probate clients could be prompted to register their interest in Lasting Power of Attorney services – leading to superior client care and (no surprises here!) even better future feedback.
The Solution
Positive feedback is the lifeblood of estate planning businesses who need to prove they’re well-placed to deal with complex, emotional situations in a professional way. Now, 1st Step Wills & Trusts has it in spades. Feedback is being collected from every client – and there’s even a widget on the website to instantly display positive reviews and keep staff in-tune with customer needs.
The results have been great – more leads, more sales and a significantly stronger online presence. For the first time, the company is letting their customers shout about their great service from the rooftops, leveraging the power of reviews to drive the business forward. Cheers to that!
1st Step Wills & Trusts saw these results with Working Feedback…
…and you can, too!
Positioning
themselves as one of the most trusted estate planning firms in Hertfordshire with a regular stream of quality client reviews
Achieved
record numbers of inbound inquiries by displaying positive customer feedback on the company’s websiteCreated
new revenue channels by learning more about their clients’ specific needs and offering relevant services at the right time
“Before Working Feedback, we simply did not request client feedback. Our industry is very much focused on demonstrating trust, reliability and professionalism – so a lack of reviews was a big hole in our marketing efforts. Everything about my experience using Working Feedback has been positive, massively increasing new enquiries and making the team feel valued for the work that we do.”