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No matter how good you are at
attracting and signing on clients, your hard work will be less rewarding if you
fail to keep your clients attached, happy and engaged. In this special report,
I'm going to share a few of my operational secrets that took me nearly ten years
to develop. Although my techniques for keeping clients happy are subtle, they
are still important to the success of your advocacy service. Please feel free
to adjust my suggestions to fit the nature and personality of your service.
Why Clients Change Representatives:
To best understand how to keep
your clients happy, it may be helpful to know why a claimant may seek to change
his or her representative. As the field of disability advocacy becomes more
main stream, clients are learning that there are alternatives to using an
attorney in a Social Security disability claim. Claimants are seeking
alternatives to attorneys because they are falling victim to some not-so-nice
tricks of the trade. These tricks are causing many clients to become fed up
with attorneys. This situation opens up a new avenue opportunity for disability
advocates.
What are these tricks that can so
turn off a client that he would look for an alternative to an attorney? Before
I list them, I want to say this: Never use these tricks! In my eighteen years
of offering training, not a single student has gotten him or herself in trouble
as a result of the knowledge I provide. I would really like to keep it that
way!
Here are just a few of the tricks
some attorney representatives use that anger clients:
- Asking for high development fees
on multiple occasions to cover undisclosed costs.
- Doing little or nothing to
expedite a case decision. Instead of actively participating in moving a
case forward through the disability process, some reps would simply allow
Social Security to the work. If a rep lubricates the process with his
assistance, Social Security will usually finish the case sooner.
- Some Representatives also sit
back and allow Social Security to formulate the entire representational
strategy.
- Neglecting to put effort into the
initial application. Yes, most cases are lost on the initial level.
However, the initial application is also the first and best opportunity to
formulate and execute a case strategy. If the strategy is sound, it will
improve your chances of winning the case on appeal.
- Hitting the client with
significant fees if he requests termination of the representational
relationship.
- No feedback to client! This is a
big complaint from those wishing to change representatives. Attorneys are
notorious for leaving their clients in the dark. If you don’t periodically
inform the client of your actions, he'll assume that no action is being
taken. This perception, no mater how inaccurate, will cause the claimant to
experience unnecessary anxiety. If the client is anxious, this will
decrease his confidence in the advocate.
The CF Regulatory Approach to Case
Processing:
If the above activities weren't
bad enough, there is another mistake being made by some attorneys in this
field. This mistake is not really the fault of the attorney, it is more like a
built-in disadvantage for attorneys who represent Social Security disability
claims. The mistake is in using the regulatory approach to representing a
case. This approach, which most attorneys use as protocol, is methodical and no
more effective than my common sense approach at winning cases.
The Code of Federal Regulations
(CFR} approach requires that you not only do all the usual review of evidence,
it also forces you to do historical research on each case. You must then insert
your findings as part of your argument on behalf of the client. OK, this
approach does work. But it takes three times as long for basically the same
result. The client is sitting there wondering when he'll receive his benefits.
He doesn't care how you get them. The client simply wants you to get the
benefits started as soon as possible. The longer it takes, the greater is the
client's potential level of dissatisfaction. The CFR approach adds time to case
processing and works against the advocate.
Practical Operational Solutions:
The average time it takes Social
Security to process a claim is approximately 107 days. This is really not bad
considering the complexity of this service. As an advocate, if you’re able to
complete a case in less than 120 days, you’re doing a great job. Keep in mind
that speed is only part of the formula for success. You must also maintain a
high level of customer satisfaction. To ensure a high level of customer
satisfaction, you must communicate often with the client.
Communication is the Key:
My many years of practice have
allowed me to observe and learn exactly what it takes to make a disability
applicant happy during that stressful pre-decision period. The answer is
communication! The more you communicate with a client, the higher the client’s
satisfaction level.
Here are a few suggestions for
communicating with clients:
- Never promise the claimant that
you’ll win the case. Social Security makes that decision.
- You can promise the claimant that
you'll do everything within your power to win the case. Use this statement
in marketing!
- You can also safely promise to
move the case through the Social Security system as quickly as possible.
Use this statement in marketing!
- Provide the client with an
abbreviated case processing schedule that explains the basics of what to
expect during the processing of his case. See sample schedule letter
below. You can use this approach in your Info Pack.
This sample letter explains the sequence of
events for a disability case:
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My
Advocacy Service
Your Logo
Dear Ms. Taylor,
Thank you for choosing My Advocacy Service. Our primary
mission is to assist and serve you during your application for
Social Security disability benefits. My name is Your Name. I will
be your representative and primary contact person during the entire
application process.
As part of our service, My Advocacy Service will
personally handle every aspect of your application for disability
benefits. However, there may be times when we must call on you for
assistance in making sure the process goes smoothly. Your
cooperation during this process is very important. It will help us
bring your case to a successful conclusion more quickly.
During the application process, we’ll keep you informed as to the
progress of your case. You’ll receive periodic letters, e-mails,
post-cards or phone calls, etc notifying you of the disposition of
your case.
Here is what you can expect:
It usually takes Social Security three or four weeks from the
date of your application to move your case from the District Office
to the Disability Determination Section (DDS). Once your case
reaches the DDS, it will take another two weeks before your case is
assigned to an Examiner. We know how frustrating Social Security’s
slow pace can be, which is why it is so important that we work as a
team.
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The above paragraph is an
incredibly effective attachment line. It directly calls
for the client's participation while placing you both
firmly on the same team. |
Once your case has been assigned to
an Examiner, I’ll contact the DDS to determine if the Examiner needs
anything in relation to your case.
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The above
encounter with the Examiner is a unique opportunity to
get to know this person. Key: Ask the Examiner if you
can assist him in any way with the case. Especially
with the acquisition of medical records. Examiners love
this! If you can create a supportive friendship with an
Examiner or higher Social Security officer, this will
improve your access to the system. |
If the Examiner needs anything related to your case, all parties
will be notified by me until the materials are received. I’ll then
re-contact the Examiner every four to six weeks to enquire as to the
disposition of your case. Social Security
will send us a copy of their final decision. If the decision is in
your favor, you’ll be billed by me for the appropriate amount of
your fee for services rendered. You will not be billed if the
decision is unfavorable. However, I will contact you to determine
if we should appeal.
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In the above
paragraph
above, we've added a happy line. The happy
line is the reminder to the client that there will be no
bill without benefits. You’ve also added hope by
reminding the client that he can appeal if the decision
is a denial. |
During your application, you should
also expect occasional contacts from Social Security. They may ask
for additional information or request that you complete a form.
If you receive any correspondence from
Social Security, contact me immediately. Do not sign or complete
anything from Social Security unless I know about it first.
Notifying me will protect you from inadvertently hurting your own
case. It is my duty as your representative to protect your
interests during the application process.
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In the
paragraph above, we're providing the client with
engaging instructions. The client is made to understand
that these instructions are in his best interest.
You don't want to exhaust
your client with instructions. In fact, do just the
opposite. Make every instruction as simple as
possible. |
Your case may take several months to complete. However, I'll do
everything I can to expedite your case. I would like you to take a
few minutes and review all of the materials within this packet.
Please complete or sign where requested. After signing, please return all materials to the address below:
Your
business address
Upon receipt of your materials, I will contact you with further
instructions. I want to thank you again for choosing My Advocacy
Service and I look forward to serving you in the near future.
Sincerely
Your Name
My Advocacy Service
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Note:
The language I use in this sample letter may not
be appropriate for all educational levels. If needed,
choose language that is less instructional and easier to
understand. You also have the option of creating two
instruction letters to better serve your clientele. One
for the educated and one for the less educated
clientele. |
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Keeping a client happy is in most
cases a matter of communication. The more you communicate, within business
reason, the happier the customer will be. If you communicate with your clients
more often than would be expected, you'll have happy customers even if you lose
their case. Somehow, good people respond well and think highly of services that
keep them informed.
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