RAD Newsletter May 2010
Member Resolutions Process
Pre-Paid Legal (PPL) values its membership base and wants to keep them as members. Members are offered several means to express their satisfaction, as well as their concerns with the service they receive.
The provider law firm and Pre-Paid Legal Services investigate each request. The provider law firm has to respond to each issue - if there is no response, PPL may assume the complaint is valid. If the provider firm contacts you regarding a member resolutions matter it is important that you respond promptly. Pre-Paid Legal standards require that the request be resolved within two business days. The provider firm may need your help to present an account of events to the member or PPL. In addition, the provider firm may require further explanation of the member’s legal circumstances.
Most requests are due to misunderstandings, a need for more legal help, or involve a member who does not fully understand his or her plan. Working together quickly, the referral attorney, provider firm and member can often reach a swift resolution.
The following outline explains the member resolution process, as well as common complaints and resolutions:
PPL notifies provider firm of the issue
Typical complaints are:
- Fees, amount not explained clearly, etc.
- Lack of attention/follow up calls, failing to keep the client informed
- Unmet expectations
Provider firm places a courtesy call to member
Provider firm determines the necessary response by
- Reviewing notes of initial consultation
- Talking to the referral attorney
- Talking to the member
Provider firm resolves complaints by
- Explaining benefits to member
- Requesting referral attorney follow up with member
- Re-referring member to another attorney (if necessary)
- Providing additional benefits to member through the provider firm
WOW Training: Sensitivity
I promise to treat every client’s problem as an important issue, no matter how big or small it may seem
Research shows that consumers’ buying decisions are influenced by the actual product only 10% of the time, while 90% of the time they are influenced by the service they receive. It is clear from these numbers that attorneys need to do more than just provide quality legal advice. They must also provide a high level of service.
Clients turn to attorneys when they are often at their most vulnerable. Being aware and sensitive to a client’s emotions will greatly improve the level of service perceived by the client.The following tips may help you convey sensitivity to clients:
- Pay attention to the client’s needs and questions.
- Show empathy for the client’s concern and help them put the matter into perspective.
- Offer the client hope that there is a potential resolution to their matter. While there may not always be an easy resolution to a legal matter, there are often a variety of potential outcomes. Help the client understand how legal counsel will lead them toward the outcome they prefer.
- Take client complaints seriously. If a client files a member resolutions request with Pre-Paid Legal Services, take the matter seriously by acknowledging the concern or mistake and acting quickly to find a resolution.
- If a mistake is made, do not be afraid to apologize. Resolving a client’s complaint will make them more loyal in the long run.
Law Firm Disaster Recovery
Many law firms continue to place disaster recovery planning on the back burner. A workplace disaster can come in many forms including, fire, power surges, water damage and natural disasters. Having a thorough and up-to-date disaster recovery plan in place will serve to protect your firm and your clients. It is important to consider the following issues when developing your disaster recovery plan:
- How would your firm function if you were unable to access your office for the next week or month?
- How will your firm communicate with clients and employees during a recovery period? How will they contact you?
- How would you function if your equipment were lost?
- How is your client data stored? Is it adequately backed up in multiple locations? How many hours until data can be fully recovered?
- Who will have access to the capital needed to operate the firm during an emergency period?
- Are you adequately covered by liability insurance? Would you benefit from additional coverage?
- What is the plan for returning to business once a disaster has passed?
- Who will be responsible for overseeing the disaster recovery plan in the event of an emergency, and who will be their backup should they be unavailable?
Next month we will provide important tips to help get your disaster recovery plan off the ground.
