Podcast
Questions and Answers
What is the first step in the drops process?
What is the first step in the drops process?
- The Drops department does a weekly evaluation
- Send drop letters and make the drop call
- Inform the Drops department of the potential drop
- Do a run-through with your secondary and give your reasons why you believe it's a drop (correct)
What is the purpose of referring clients to specialists?
What is the purpose of referring clients to specialists?
- To allocate resources to other clients
- To increase revenue
- To ensure the client receives the best service (correct)
- To terminate the client relationship
What is the focus of client management?
What is the focus of client management?
- Fostering trust and long-term relationships (correct)
- Allocating resources to other clients
- Terminating client relationships
- Increasing revenue
What is the importance of documentation in client management?
What is the importance of documentation in client management?
What happens after the Drops department authorizes the drop?
What happens after the Drops department authorizes the drop?
Why is transparency important in client management?
Why is transparency important in client management?
What is the purpose of dropping clients who are not a good fit?
What is the purpose of dropping clients who are not a good fit?
Who informs the Drops department of the potential drop?
Who informs the Drops department of the potential drop?
Why is effective communication important in client management?
Why is effective communication important in client management?
What is the final step in the drops process?
What is the final step in the drops process?
Study Notes
Strategic Client Management
- Evaluating cases is crucial for a law firm's efficiency, reputation, and client satisfaction
- Effective case evaluation involves deciding whether to handle cases internally, refer them out, or drop them
Referring Out
- Referring out a case means transferring it to another attorney or law firm with specific expertise or resources
- This decision ensures the client receives the best possible representation and outcome for their situation
- Criteria for referral:
- Case value and complexity
- Expertise and specialization (need for specific legal expertise)
- Client's best interest
- High medical expenses and complex liability issues are examples of cases that may be referred out
- Referral process:
- Case presentation and approval
- Referral auditor checks positive criteria
- Referral specialist handles the process
- Referrals department sorts and assigns cases
- Communication with potential attorneys and client is established
Dropping a Case
- Dropping a case means formally ending the firm's representation of a client
- This typically happens due to client non-cooperation, insufficient evidence, or liability issues
- Criteria for dropping a case:
- Unresolved issues
- Lack of cooperation from the client
- Denied liability
- No coverage
- Plaintiff being placed at fault
- Drops process:
- Review with secondary and give reasons for drop
- Secondary or CH informs Drops department
- Drops department evaluates and authorizes drop
- Sending drop letters and making drop call
Communication and Documentation
- Ensuring effective communication to the client is crucial
- Transparency and maintaining client trust are essential
- Documentation of all discussions and decisions is necessary for future reference
Conclusion
- Strategic referrals and client drops are crucial in client management
- Focus is always on the client's best interests, fostering trust and long-term relationships
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Description
Learn how law firms can manage cases effectively by deciding when to handle them internally, refer them out, or drop them. This approach enhances client satisfaction and the firm's reputation.
