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Coach
If they started questioning me I’d ask if there was a better time to call them or if they’d prefer to answer the questions via email.
If it’s a client that isn’t familiar with you they’re likely just showing their personality and has nothing to do with you unfortunately. Just remain professional and make a good impression on them. They’ll come around when they get used to you.
Coach
Of course! I would say that if they’re extremely rude or inappropriate I would voice a concern to your attorney. This shouldn’t be acceptable, even if it’s a client that is good at paying large bills.
Could you communicate with this client via email? If they has an issue with when you are calling maybe you should schedule a call via email. It seems like you should keep all communication with them in writing especially if they are this difficult. Also if your attorney isn’t telling this client they need to be respectful you should find a new job because that is not okay. The attorney should be communicating with this client and not putting you in a position like this.
You may want to let your attorney know this client is rude to you. Start there. This has happened to one of our legal assistants. She told the lawyer. He talked to the client and the client stopped being rude.
Why are you calling them? How are you starting the call? What do you think their expectations are when you call them? Are they upset with how the case is going or with the service they have received from your firm?
Hi! I am usually calling to set up appointments, give updates, or get information from them. Sometimes they call me for the same things. I usually start the call with, “hi! This is (name) calling from (law office)! How are you doing?” … this one client we have repped for several cases and every time I call him or he calls the office he acts like this is the first conversation we’ve ever had (despite having several over the past 10 years). I have been accused of being too enthusiastic, chipper, and friendly by others (both clients and opposing counsel).
Just today, he has an upcoming trial as a defendant and we’re his “cumis counsel” (he asked us to be), and he stated he had no idea who I was, asked me why I was bothering him, and then started to grill me on when his trial was. I quote, “If I have a trial, then when is it, huh????”
I’m not sure how to respond to this aggression without being rude. Typically when a client hires us, they are very receptive to any call received from our office. But like I said in my original post, once I transfer a client to the attorney, they’re best friends. Just like today, I transferred the call to the attorney and the client had a regular conversation and even talked about his upcoming trial!
Some people are just asshats, but if it’s happening a lot, I’m more inclined to think this is a you issue, as I’ve never come across this and I’m a dinosaur now. Maybe the overly chipper thing? Do you come across as girlish or unprofessional? I would suggest having confidence in yourself and presenting as polite and professional as possible. No need to be chipper and overly bubbly, it comes across fake and girly. You are this role, this is your job, you’re doing your job, you are good at this job.
How do you handle rude aggressive female clients?