Best Practices
Client calls looking to speak with their attorney. What should you do?
Transfer to the paralegal
Claim against a USPS driver with soft tissue injuries. What do we do?
A) Refer out. Can’t get much value out of this
B) Attorney Review. It might be a great case
C) Sign up if score is 100!
USPS is a classified 4-tier insurance carrier (lower value). We refer out soft tissue cases but can keep catastrophic injuries.
Who on this team doesn’t eat meat?
How can I verify if I already sent the referral email?
There should be a checkmark in the “Referral Email Sent” box
MO WC case scoring 90. What is the best action?
a) Leave under attorney review
b) Sign up
c) Tell the client you’ll call back after checking with an attorney
d) Refer
Sign up!
A caller tells us they were involved in an auto accident and are injured. The accident occurred in Virginia. What is the intake process?
We proceed! As long as it’s personal injury, we can find a referral in any state. After completing intake, contact Marce or the Intake Attorney so we can find someone.
The client had fractured ribs. How do we classify this in the questionnaire?
A) Soft tissue
B) Broken bones
A) Soft tissue
Broken ribs typically heal on their own and don’t carry as much value as other broken bones.
Who on this team can sing with her mouth closed?
Emily
What is the importance of Next Steps and what should they include?
They are especially important for cases under Contract Signed and Qualifying. They provide overall context about why the case is in its current stage, helping ensure a smooth transition if another team member contacts the client and allowing for the best customer service.
True or False? Premises Liability: Regardless of questionnaire scoring, we are ONLY signing amputation or death cases.
True
A lead comes in with an empty file, but there is a chat transcript. What is the best practice and why?
Read it and input the details into the appropriate fields. This helps you process the information, be prepared for the call, and keeps everything organized in case the lead is reassigned.
The caller was a passenger in an Uber where the driver was at fault. We don’t have insurance info. The caller is injured. Do we offer representation?
Yes! Even without insurance info, we can assume Uber/Lyft/DoorDash have coverage. Liability is also not an issue when representing a passenger.
Who on this team would be the last person to open a matcha specialty café?
Edu
When overcoming objections, what is more important than anything?
Confidence in your tone and voice
True or False? NHA: We are taking cases in KS and IL, but not in MO.
False- currently, the firm only handles Illinois NHA cases.
Employment verification call. Who do I transfer the call to?
Jordan
We are signing a companion case from a Top Dog referral. What is the lead source?
Non-Attorney Referral, and make sure to remove James Helm from the referral contact so it doesn’t remain in the backend.
Name at least one of Dani’s pets.
Cobu, Selva, or Nebula
When is a good time to complete the Call Self-Check exercise?
Immediately after a call with a potential client who did not sign. This helps with insight and self-reflection for the next call.
True or False? Pig bites can be qualified as dog bites.
True
TD reasons: What’s the difference between Not Interested in Services and Unqualified – Not Interested in Services?
- Not Interested in Services: The client qualifies for our services but decides not to move forward with representation. This counts as a missed opportunity.
- Unqualified – Not Interested in Services: The lead tells us they are not interested before we have the opportunity to qualify them.
No Pay No Play: What does it mean and what does it mean for intake?
It means we cannot recover non-medical damages (like pain and suffering), but settlements may still be offered for past medical damages. It mainly applies in Kansas. Missouri also has it, but it’s not enforced as often. For Kansas, even if the other driver has insurance, we typically refer out soft tissue injury cases.
The food made from a fertilized baby duck egg in the Philippines is called ______________
Balut!
What do LAE and WWG stand for?
LAE- Legal Answer Edge
WWG- West Wise Group
WC: What key questions help ensure an accurate AWW?
- How much do you make on average per week?
- How often are you paid?
- How much do you make per paycheck?