Tips on how to handle a client who complains to you about your associate?

The issue is ultimately a personality clash, rather than a quality issue, but in this case, the associate has very specific expertise and the client complains if an associate without that expertise is involved in the deal. I am also not the type to throw associate under the bus and the preference is to handle it in a way that means the associate can continue to work on the matters rather than restaff it.

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Speaking as an associate, so hopefully the perspective is helpful. It seems like a hard balance, especially if it’s otherwise a good client and good associate. I think it’s very important that you not throw associate under the bus and you discuss with associate asap. Do what you can to placate the client and validate concerns without placing blame, etc. on associate. Perhaps you can then staff the case so that associate and client do not have direct contact, but associate can still offer their expertise.
If you throw associate under the bus, it will get back to them. If you value associate, you should protect them and be honest with them about the situation and how you’ve chosen to handle.

likesmarthelpful

This is potentially specific enough to be identifying to the parties involved.

funny

Yes it is

As an associate I would hate to be forced to do behind the scenes work for a client that doesn’t like me. I’d want to invest my time with clients who I work well with and get FaceTime with them and be able to develop my own relationships with them. Does your associate have plenty of work where they’d be just fine without this client? Or do they need this clients work?

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