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Everyone has their own style and approach as to how to sell and service clients. By virtue of our personalities, some of us may be outgoing, warm and embracing while others may be more reserved and a little shy. Whichever type of person you are, one thread that I think works for all of us is the importance of understanding the needs and wants of our clients.

Every client, just like ourselves, wants to feel that they are receiving a certain level of personalized and customized service. When we know our clients by name, take an interest in their business and handle their claims as though they were our own, regardless of our personality type, our clients are going to feel very good about using our services.

At the same time, sales and customer service in this highly competitive world are not only about being able to collect a claim but often about how well we try to provide "Total Client Satisfaction."

Thomas W. Hamilton

 Industry News

Companies are failing to detect financial fraud in supply chains
A surprising number of business executives are leaving their supply chains vulnerable to financial fraud, according to a new study by Deloitte Financial Advisory Services. Polling more than 2,600 executives, the study found that fewer than a third of respondents were deploying the kind of data-analytics tools that can detect fraud or waste by vendors.
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Lawsuit could lead to more state-level Dodd-Frank enforcement actions
The New York Times
It's not just the CFPB that can take enforcement actions under the Unfair, Deceptive or Abusive Acts or Practices provisions of the Dodd-Frank Act, in fact state financial regulators and attorneys general have the authority, too. A state financial regulator in New York has acted on that authority by filing a lawsuit against a subprime auto lender alleging violations of the act, The New York Times reports. In March, the Illinois Attorney General filed the first state court lawsuit related to the UDAAP provisions of the act. Before the financial crisis that prompted the creation of the Dodd-Frank Act, enforcement was left to federal officials but the case in New York could prompt other regulators at the state level to follow the trend, according to the article.
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License may be required to buy and collect debt in New Jersey
ACA International
Debt buyers' failure to obtain license indirectly required under New Jersey statute subjects debt buyers and third-party debt collectors to FDCPA liability. ACA members who engage in collection activity in New Jersey are advised to seek the opinion of qualified legal counsel to obtain a license.
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Am Law 100 analysis: The super rich get richer
The American Lawyer
The Am Law 100 showed gains of more than 5 percent in top-line revenue and head count growth in 2013, hitting a new record of $77.4 billion generated by 92,007 lawyers. At the same time, the 100 top-grossing firms in the nation registered flat performances on other key metrics, among them profits per partner (PPP) and revenue per lawyer (RPL).
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Collection calls that get results
The Communicator
Debt collection is not a science. There is no magic formula that will work every time. Debtors are different, and collectors are different. The important thing is to plan ahead, work out a style that fits you and be flexible. ABC-Amega Inc. offers advice that should help improve the effectiveness of your collection calls.
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What our clients have to say:
Hunter Warfield has been using ALQ to assist in building our attorney and vendor network for several years. We have not only been pleased, but impressed with the level of service that they provide. The staff not only understands our business, but have always been able to achieve the results we are looking for no matter what our need. On behalf of Hunter Warfield and its clients, we would like to thank you and your staff for the impeccable level of service provided that is so important to us.

— Dianne P. Harrell, Legal Collections Manager, Hunter Warfield, Tampa, Florida

It would be a gross understatement to say that I am very grateful for your recommendation of a fellow ALQ listee to assist me by preparing a brief for trial counsel for defense of an out-of-state judgment, forwarded to me for enforcement by garnishing the PA bank account of a multi-billion dollar company. That attorney rose to the occasion, on very short notice, and produced a wonderful product that is being filed, on time, at this moment. Where would I be without the American Lawyers Quarterly, and Tom and Nancy Hamilton?

— Drew Salaman, Esquire, Salaman Grayson, P.C., Philadelphia, Pennsylvania

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