Leadership

Can You Hear Me Now? Tips for Effective Client Contact

Published on Aug 15, 2022

Author

Pam Travis

graphic of two man shaking hands over a deal

Stay Connected!

Your phone is ringing again, and the Caller ID shows that it is the same client you talked to yesterday and the day before that. They’re looking for another update. These types of client calls can pile up quickly and take a chunk out of your day. You’ll find yourself reacting to these calls, leaving very little time to actually work on the case. Every day will feel like Groundhog day over and over again!

There is a better way.

Implementing a robust, proactive client contact system and training your team to obtain all needed information during calls will serve two critical purposes: First, it allows your team to work more effectively and efficiently and frees them up from fielding what can be constant and repetitive calls. Second, it instills trust in your clients and increases the level of satisfaction they feel while your firm is working on their case. It also, crucially, puts your firm ahead of the competition.

Establishing a client contact system

Most successful plaintiff firms have a set rule that clients are to be proactively and regularly contacted. Many firms set a benchmark of every 30 days throughout the life of the case for contact by case managers and every 60 days for contact by attorneys. This is perhaps the most important and most closely monitored non-negotiable rule established by law firms. The content of the contact will change depending on the status or stage of the case. In this blog, we will focus on 30-day contacts by case managers that take place during the treating phase of a case.

During the calls, you, as a case manager, should:

Take the time to form a bond with the client

Remember that you are the point of contact for the client during a very trying and scary time in their lives. Many clients have never had experience with a law firm before, which may leave them apprehensive about the process. It is up to you to make them as comfortable as possible. Too, during these calls, you will have the opportunity to learn more about the client, including gathering some personal nuggets of information. These can be pure gold and, when used correctly, can serve to increase client satisfaction exponentially. Record these nuggets in your case management system and train your team to refer to them in order to make the client feel special and remembered.

Show compassion and empathy

Try to use one of the personal nuggets recorded in the client’s file during the conversation. Demonstrating that you remembered something about them shows the client you care and makes the conversation more relaxed. Put a mirror near your monitor so that you can see yourself when you are speaking on the phone. A client can hear frustration in your voice, and they can also hear a smile! Remember that you are there to support the client and ensure they feel heard. If they are struggling or frustrated, show them some compassion, understanding, and empathy.

Really listen to what your client says

These 30-day contacts should be phone conversations, not texts or emails. When you send a text to someone and ask them how they feel, you can’t hear their pained voice or exasperated sigh when they text back, “okay.” When you have them on the phone, you can hear the inflection in their voice when they answer you and then you can dig deeper with the recommendation to make sure they convey new symptoms to their treating doctor. A lot of times, clients are hesitant to say they are still hurting, and they may even feel embarrassed to complain.

Be prepared

Always review your notes of the last call you had with them in preparation for the next one. Review the file to see if there are any missing items they were responsible for sending to you, like copies of health insurance cards or lost wage information. Before you make the call, have a template that includes the key questions you’d like to ask. Use the template to create your note in the client’s file. It is imperative that you DOCUMENT, DOCUMENT, DOCUMENT this conversation with the client. Many times this information can be used to help with the development of the demand. Don’t assume anything. Ask your questions each time you talk to the client. This template should evolve as the case does so that each question is pertinent to the phase the case is currently in.

Here’s an example of the kinds of questions that should be included in your template:

How are you feeling?

What is your current pain level (1-10)?

Are you still treating with doctor _______?

Have you been released from treatment, and if so, when was your last day?

Are you having any new pain issues? Any new complaints?

Are you taking any new prescriptions related to the injuries from the accident?

How are you feeling overall?

Have you been writing down any problems with day-to-day activities such as caring for children, performing household chores, doing your job, etc.?

Has your doctor discussed any other type of treatment or procedure that you may need? (Examples include: MRI, CT scan, injections, surgery, physical therapy, etc.) If so, have you been referred to another facility?

If you have been referred for additional treatment, when is the appointment and where?

Have you missed any work due to the injury and resulting medical care?

Did you receive any notes from the doctor to cover this time off?

Have you been keeping a log of missed time?

Do you have any out-of-pocket expenses?

Are the vehicle repairs complete?

If the vehicle was a total loss, have you received the payment?

Is there anything else we need to know about?

Let me remind you about a few things:

Social Media Posts: Remind them to be careful about what they post in order to avoid damaging their claim. Provide examples of what is and is not okay to post.
Items you still need: Remind them to send in any information you’re still missing, like pertinent photos and bills for accident-related treatment.
Who to talk to: Remind them not to talk to anyone from the insurance company unless it is about their property damage.
Keep you updated: Remind them to notify you if there are any changes you need to know about, like a switch to new health insurance.

Proactive communication with your clients will prevent MOST, but probably not all, repeat phone calls. Some clients really need that regular check-in that they have the power to initiate. That’s okay. The reduction provided by the implementation of a proactive client contact system will provide a significant time saver for your team. That saved time, when approached thoughtfully and strategically, can provide the ability to move cases along quicker and maximize case values.