We readily admit that legal services can be a fleet of papers sailing on an ocean of ink. There are so many written documents that it almost seems like every issue has its own library. All are important, but there is something more crucial to quality legal services. It is communication.
It moves things
Group plans will advertise their services and internet connections. It’s good to have websites and important to have FAQ pages, but there’s more to good prepaid legal services. Many people are intimidated by the law. What makes sense to a lawyer on a website may baffle the average employee. There must be more to communication than templates.
The best way to explain the importance of communication is that there are two primary sources:
- Written communication
- Oral communication
Written communication is more than just drafting the documents. Nationwide Pre-Paid Legal Services knows this, and we add a little something extra. Our nationwide network of attorneys are authorized to write letters on legal stationery for the sake of our group members’ legal plan. This goes beyond writing simple wills as the lawyer must do more than fill in the blanks.
Oral communication involves speaking on behalf of a plan member. The words are not spoken in a court but on the phone to another party. One of our prepaid legal services allows our attorneys to make phone calls on behalf of a legal plan team member. It means doing more than just following a script.
Perhaps the most effective form of communication, primarily oral, occurs in a meeting between a nationwide attorney and a plan member. We encourage these as it helps develop rapport between the individual and the attorney.
It is in these meetings that the quality of oral communication is crucial. The attorney must listen, understand the problem the team member is facing, and then explain a solution. The verbal explanation must contain a tone of empathy and understanding. Emotional intelligence must come through in all oral communication. The same applies to all correspondence with the plan member. Countrywide expects that from every lawyer who works with us. We value their legal expertise and we value their empathy.
Work with the customer
It is important to have open lines of communication with a client and work with that organization. This relationship is at the plan development stage. Every potential customer has its workforce. We ask the decision-makers to help us produce the planning document. Nationwide will explain each benefit option for prepaid legal services to management and outline the benefits. We will answer every question. The customer will then select the options that will be included in the plan document. The final plan document will include all of these choices, and Countrywide will provide the administration and membership services.
There are some other communication services we have as part of our benefit. Reminders are sent out to the people for whom we wrote simple wills. These suggest that the individual review their will to see if any changes need to be made, and we will make those changes. We know that people have questions after meeting with the lawyer.
Accordingly, we permit a plan member to make as many telephone calls as necessary to the nationwide attorney on any given matter. This is also an opportunity for the lawyer to strengthen the relationship and trust.
Open, honest and expert communication is at the core of the nationwide group legal plan benefit. If you would like to know more about what we can do for your employees, please contact us at your convenience. We are happy to answer any questions you may have, and we hope that we can start a dialogue with you that leads to mutual benefit.