I have a client who probably sends me 10 emails a day. She does it like she’s texting. It’s a mix of constant irrelevant questions, long narrative rants, and criticisms of how I’m handling the case. I have a mediation coming up so I’m not going to fire her, but how would you handle this?

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This is every big client at my FL firm. So clingy, have a million questions, their mind never stops running and they’re always stressed. You’re the source of comfort. Just reply once a week. They’ll get the hint. Maybe do a phone call once a week as well.

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I’ve had a couple of clients like this; after a while my responses become very short and straight to the point. If that doesn’t work, I start only replying with one email at the end of the day with responses to their previous emails. If push comes to shove, I’ve told clients before that their case isn’t the only one I’m handling and that I’ll get to them when I can.

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PERFECT, yes! One email at the end of the day to reply to all 10,000 sent from 3 am to 4pm … with a note at the end saying “the email you sent after 4pm today is not part of this response.”

I made a template letter for clients in contingency cases like this. It says they are asking too much if my time for their matter, I have other client that my attention, and by always responding to their incessant needs I cannot practice law and work their case. If the eh do not modify their behavior, either they will be fired, their contingency fee will increase, or they will be billed hourly. Dedicating so much time / attention to just them is unethical and will necessitate change — or termination — of services.

Good luck. And and quite Hunter S Thompson, “do not take any guff from those swine!”

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Depending on how important client satisfaction is to you, and the amount of time you have to spend, maybe schedule a weekly call and she agrees to send one email with ALL her questions at least 48 hours before your call. I have found over the years these type of clients are really often just lonely and don't have much more going on than their case. It can be time consuming (here is where a well seasoned paralegal/ legal assistant can be helpful to make these calls too), but if you can set realistic boundaries and a semi-regularly scheduled meetings that satisfy her short term needs, she should be easier to manage now and in the future should it become long term. Best wishes at mediation!

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Billables lol

Away*

Have a Legal Nurse Consultant working with you to handle those difficult clients. Then you build a good customer base and get known as a great attorney. Wow what a concept

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