Key Sources of Client Disputes & Prevention Measures

Erica BirstlerManager of Client Services

CosmoLex

September 8, 2016

Nature of Client Disputes

▪ Some are ordinary, even inevitable

▪ Fees, missed deadlines, etc.

▪ Others are extremely serious, even devastating

▪ Malpractice claims, fraud, etc.

Dispute prevention is the Key!

How Can Technology Help?

▪ Automated systems aid in prevention

▪ Catch errors▪ Trigger warnings about deadlines▪ Remain compliant

1. Fee Disputes▪ Industry reputation of poor billing practices

▪ Best way to fight it is to meet client billing expectations

▪ Readable, accurate, and descriptivelabels

▪ Billing regularly▪ Review invoices before sending▪ Record and show all charges▪ Stay on top of collections

2. Communication Breakdowns

▪ Keep clients in the loop

▪ Establish primary method of

communication

▪ Organize all communication by

matter

3. Missed Deadlines

▪ Caused by attorney, client or outside parties

▪ Technology keeps you organized

4. Track Time in Context

▪ Be able to maintain original source of billing

▪ Don’t forget billable events, tasks,emails etc.

5. Mishandled Finances

▪ Requirements to avoid disputes:▪ All client funds must be accounted for and reported to

clients▪ Expenses must be shown on invoices▪ Batch credit card payments ▪ Trust books must be kept current and squeaky clean

Better Practice Management

▪ Organization is key

▪ Computerized Practice Management keeps everything on track

Have an Action Plan

▪ Plan ahead for when disputes do arise

▪ All inclusive systems are abig help

▪ Plan for all types of disputes