The PNC Show Formula aka How to Get More Butts in Those Consult Seats

There’s always those leads who disappear. They call, make an appointment for that first meeting, and never show. You’re left wondering what the heck happened and assume that people are unreliable or just plain fickle. But, what if the problem is you?

Fortunately, there are a few easy-peasy actions you can take to get more butts in seats and that’s important because that’s how you help people and, of course, how you make money.

Percent Show-Up Rate Formula

First, how many consultations were scheduled in the last full calendar month? For example, if it’s September 4th, look to see how many consults were scheduled for August. If it’s November 15th, then you look to see how many consults were scheduled for October. 

Second, how many consultations took place?

The Formula:

PNCs who show up ÷number of scheduled consults= Your Percent Show-Up Rate 

Examples:

1. 10 consults scheduled and 8 showed up, your percent show-up rate is 80%. 

8 shows ÷ 10 scheduled = 80%

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2. 25 consults scheduled and 20 showed up, your percent show-up rate is 80%.

20 shows ÷ 25 scheduled = 80%

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3. 25 consults scheduled and 23 showed up, your percent show-up rate is 92%.

23 shows ÷ 25 scheduled = 92%.

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4. 20 consults scheduled and 10 showed up, your percent show-up rate is 50%.

10 shows ÷ 20 scheduled = 50%.

How to Improve Your PNC Show-Up Rate

Will it ever be a 100%? No, of course not. Sh*t happens. It’s essential that you get your show-up rate as close to 100% as possible. You lose money, delay other opportunities, and waste time for every consultation that doesn’t take place when it’s scheduled. 

Your PNC Show-Up Rate is one of the KPIs (“Key Performance Indicators”) I suggest you track monthly. Knowing your KPIs empowers you to tweak examine and tweak what needs to be tweaked based on fact, not guesses.

Analysis

Here are the questions and actions to be considered when your PNC show-up rate KPI isn’t where you need it to be.

1.    Receptionist and Answering Service. Examine your procedures and friendly professionalism (or lack thereof) surrounding your receptionist and answering service. Is someone always picking up the phone on or before the second ring? How’s that person’s tone and demeanor? Does that person sound stressed, interrupted, or annoyed when she picks up the phone? Does that person sound welcoming and friendly? How easy is it to make an appointment? Is your online scheduling platform easy to use and intuitive? Does the online scheduling platform make it clear the appointment has been made?

2.    Welcome Package. Is your firm immediately overnighting an awesomesauce welcome package with a warm welcome and confirmation letter, notations of what to expect, a list of what to bring the appointment, how to get the most for their investment of time and money, simple directions, photos of building/entrance as well as of where to park, acknowledgement that it’s not comfortable for most people to come to a lawyer’s office and that you’ll make it as easy as possible and so will your team who loves working with people like them?

3.    Credit Card. Are you requiring a credit card payment for the consultation so the PNC has skin in the game? Is your receptionist explaining that the consultation payment will be applied to any legal fee investment if you decide to work together?

4.    Reminders. Is someone on your team calling to confirm appointment 3 business days out and texting the day before as well as the day of the appointment?  

5.    Ease. Is it easy pleasant to visit your office? Is your office in a location that easy and comfortable to reach? Is parking easy? Does your office reflect who you are and your brand? Would your clients think your office is shabby? How does it look and smell around your parking lot, door, and foyer? Do you put out an individual welcome sign? Do you offer concierge services such as babysitting, car service, valet parking, in-home or in-business meetings, virtual meetings?

When you did the analysis, what conclusion did you reach? What tweaks will be made, by whom, and by when? 

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Measure what you want to improve; keep measuring your show-up rate KPI monthly so you can determine whether additional tweaks need to be made.

I’ve led two law firms way past the million-dollar mark and several more firms are on their way. Interested in working with me to create YOUR million-dollar law firm AND the life you love? Here’s your next step. 

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I’m a 15-year veteran of the practice of law, a former senior executive for a large attorney organization, a published ABA author, and the founder of the private consulting firm, Million Dollar Attorney? where I serve as a Master Law Firm Business Strategist, Certified Success Trainer, and Mindset Mentor for Entrepreneurial Attorneys. 

I help solo and small firm attorneys like you build million-dollar law firms that give you the life you love via my “Operation Best Life Signature System.”