What If..CM

Front

What do you do when a client calls multiple times a week when you do not have an update since the last time you spoke?

Back

Set expectations upfront about when they can expect updates and politely reinforce that policy.

Front

What do you do when a client only wants to speak with the attorney, but it is more cost-effective for you to relay the information?

Back

Explain that you can provide the information at a lower cost and that the attorney will step in if necessary.

Front

What do you do if a client becomes emotional or upset during a meeting and is expressing frustrations about their case?

Back

Empathize with their concerns, acknowledge their emotions, and redirect the conversation to solutions.

Front

What do you do if a client sends an email asking for legal advice, but you are not an attorney?

Back

Politely inform them that you are unable to provide legal advice and direct their question to the attorney.