Episode Summary In this episode, Kyle Harbaugh is joined by Brooke Berkey, an expert in law firm operations and client experience. They dive into the concept of mystery shopping, also known as secret shopping, and how it can reveal critical gaps in client engagement, intake processes, and sales strategies. Brooke shares insights on how law firms often miss opportunities due to poor client interactions, lack of structured intake, and failure to communicate their value effectively. They also discuss the importance of emotional intelligence, proactive client communication, and the financial impact of a well-trained sales team. Timestamps ⏳ 00:00 - Introduction Kyle introduces himself, his background in law firm consulting, and his two AI-driven business decision-making tools: a business planning tool that significantly increases revenue and a hiring tool that helps find and manage top talent. ⏳ 01:40 - Guest Introduction: Brooke Berkey Brooke shares her extensive experience working in law firms and explains her role as a consultant specializing in training teams to reduce opportunity costs. ⏳ 02:53 - The Role of Mystery Shopping in Law Firms Brooke explains how mystery shopping provides law firm owners with an unfiltered view of their client intake process, exposing gaps in customer service and sales effectiveness. ⏳ 04:19 - Common Surprises from Mystery Shopping Law firm owners are often shocked to learn how poor their client interactions are, including lack of empathy, inattentiveness, and ineffective call handling. ⏳ 06:22 - The Changing Expectations of Legal Clients Kyle and Brooke discuss how clients now expect more engagement and proactive communication from law firms, a shift that many attorneys have been slow to adapt to. ⏳ 07:53 - Training Case Managers to Improve Client Relationships Brooke highlights the importance of training case managers to balance process efficiency with strong client communication skills. ⏳ 10:50 - The Revenue Impact of Poor Sales Processes Many law firms unknowingly lose thousands of dollars due to untrained sales teams, poor follow-up, and lack of understanding of client concerns. ⏳ 12:14 - Missed Sales Opportunities and the Importance of Follow-Up Brooke shares how failing to provide a clear value proposition and structured follow-up leads to significant revenue loss. ⏳ 13:48 - Training Attorneys vs. Non-Attorney Sales Teams Discussion on whether attorneys should handle sales or if a non-attorney intake team is more effective, depending on the firm’s business model. About the Show Go with Kyle Harbaugh is a podcast dedicated to helping professional service firms, particularly law firms, grow and optimize their operations. Hosted by Kyle Harbaugh, a seasoned management consultant with expertise in AI-driven decision-making tools, the show provides valuable insights into business planning, hiring str