Won't email, won't meet...what next?

[MistyKnightsTwistout]

I work with two solicitors in a busy team. We get about three enquiries per day and it's my job to triage them and ask the solicitors if they can take on the case (Legal Aid work).

They prefer me to email the details with a brief precis of the situation/case which I do. The problem is that they don't read my emails. They don't want to have meetings so I'm a bit stuck. They've asked me to chase them but I work two days per week, they know we get a lot of enquiries, it would be good for everyone if they could just...read my emails.

I've done this role for a while with different solicitors in the same and different teams. We have previously done quick ten minute "stand ups" to go through the messages, decide which to call back and make appointments so this seems really inefficient and not providing a good service. Any ideas?

Can you email them a summary of all the enquiries that are outstanding and point out that they risk losing the business if they don't get back to you?

I work in a similar situation and, if they are partners, money talks! If not, can you escalate it to some who does are if there is a risk of losing business?

Very frustrating if they are just being plain inefficient.

*Does CARE

Sounds like they are inundated with work and having to search through individual emails could be very time consuming for them.

I would create an Excel Spreadsheet log which could become a tracker for all enquiries. With headings such as

Date enquiry taken
Name of Client
Summary of case
Category - this would depend if you are taking enquiries for different solicitor specialisations e.g. Matrimonial, Employment, Conveyancing etc
Lead Solicitor - you would update this column when they decide who will take on the case so you always have an 'owner'
Current status - categorise as "in progress", not started, complete etc. You could even use colour coding so the red ones stand out from green

Keep the status updated ongoing.

If you can get their buy-in to reviewing 1 email per day or 2, which would include the latest version, they will see the value.

I would much rather reply to an email than have to go into a spreadsheet - they are so unwieldy to look at.

Can you phone them if they don't reply to your emails?

Can you physically go and irritate them, uninvited? I'd be inclined to print off the emails, highlight the key points and ask how they wish to proceed. If you annoy them enough they might answer your emails...?

I'm happy to be annoying though.

Thanks for replies, food for thought. You are right, they are inundated but agree a spreadsheet may be more onerous...perhaps I'll send just one email day with a list of referrals. We are all in the same office but they are very busy, constantly on the phone or engrossed in work so asking them is a bit of a last resort. I have been asked to implement a system for this but there is a "two way" element that just isn't working.

I have no authority over them so it's a difficult position to be in. I think this is what frustrated me really, they don't seem to take responsibility for it all but it's not me who is ultimately responsible! I might also ask them what they think would work. I am possibly hiding my frustration too much!

I think you need to agree with them as individuals what will work and trial it for 2 weeks, then assess it from both perspectives.

They may be busy but the only other thing I can think of is you recommending cases? With agreeing cases that are automatically declined which they aren't told about versus cases passed for their consideration?