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I am a person, not a machine. That is all.
Mentor
Enthusiast
Who’s still on the old DPW scale? 🥲
Subject Expert
Mentor
Subject Expert
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Are you a junior? If a client is calling me to actually yell at me, that’s something I’m immediately telling the partner. This isn’t something an associate should handle on their own and you could be doing more damage. Note that there’s a difference between calling and yelling (which is what you wrote) and just sending a snippy email asking about the status of docs. The latter is normal and you should learn how to manage client expectations.
Do you need to pick up the call? Can you quickly follow up by email with partner copied. “just saw you called, here is the status of the deal”?
Subject Expert
As a junior I report every client interaction back to the partner/senior on the matter, unless the interaction is completely innocuous and routine. Clients who are “yelling” at juniors are unhinged and need to be managed.
I think the partner would want to know if the client is upset.
Sorry to hear that. No point being a jerk to associates. Yelling at partners is one of the perks of this job (I’m kidding, but not really).
Just make sure to bill the angry calls and they are guaranteed to lessen over time lol
Coach
Why do you think the client is calling you about these issues, and not the partner?
Coach
I would discuss this situation frankly with the partner, in person or on the phone. Tell them exactly what you’re saying here. Perhaps suggest some practical solutions for the client’s concerns, if you can think of some.
I suspect the client relationship is fraying, and so the partner needs to step in and figure out how to mend it.
I would verbatim tell the partner what the client said. I wouldn’t want to be on matters with that client anymore. Matter of fact I would be the client for their time yelling at me too. In all seriousness, still bill and tell the partner
Always bill the client for time spent on the matter, which includes listening to the client yell at you regarding the matter
Coach
“hey client, one second, partner is joining the call. ok, go ahead. continue”
Right now I’ve been splitting the difference by following up with the partner to say “Client just called and would like us to get this out as soon as possible” or whatever but not actually saying “client just chewed me out because she feels like we’ve been sitting on this”
Definitely let the partner know. When I was like a 2nd yr this client would call me and read me the riot act saying stuff like if you guys can’t turn our docs quick enough maybe we will find another firm. As if I would give a shit as a junior. Dude used to be in big law too, wtf. I just passed along the message, that particular one verbatim.
Coach
Go ahead, we don’t negotiate in bad faith at this firm.