Everyone wants to deliver on expectations. Sometimes, however, we are either unclear of what those expectations are or how to achieve them. Imagine that your client has just been awarded a settlement and it’s your job to make sure all the medical bills are paid before issuing the client the remaining funds. Simple enough, right?
Let’s listen in on a conversation between a paralegal and the client:
Adam: Thanks for calling me back, Charles. Congrats on the settlement!
Charles: Thanks! This case has been going on for two years now and I’m so glad it’s over. Now I can get on with my life. Do you know when I can pick up my check? I need a new car and I’m behind on rent.
Adam: I understand, and the purpose of my call is to discuss with you the steps involved in resolving the liens and bills so we can get your check.
Charles: OK, but how long will it take before the check is ready?
Adam: It can vary. Some files take less than 30 days and others could go longer depending on a multitude of factors like whether or not you have Medicare or Medicaid, if subrogation is involved, and whether the medical providers are willing to accept our offers.
Charles: Oh, I was expecting to receive a check in the next week or two.
Adam: I understand and I will do everything I can to speed up the process. Do you mind if we go through the medical bills together?
Charles: Yes, of course.
In the exchange above, we see what might initially appear to be competing expectations: a client who just wants their check and a paralegal who needs to accurately resolve medical bills. If not handled correctly, this exchange could create unnecessary tension and result in a poor customer experience. Fortunately, the paralegal did a good job of connecting his process to the client’s objective.
Notice that the client’s assumption is that the case is over and now it’s just a matter of picking up a check. The paralegal provides information on the process and the variables that will impact the time to deliver so that there is better alignment of expectations.
Also notice how the paralegal’s request for assistance encourages the client to see the paralegal as an advocate, rather than an adversary. The activity will give the client a better understanding of the work to be done, foster trust, and ensure that funds will be disbursed as soon as possible.
Please comment on how you have seen others successfully deliver on expectations in a novel way. Learn more about Norwood Consulting Group’s services and contact us for more info.
