We’re Closed, And So Is Your Case
A few years ago I worked as a legal assistant at a law firm. Our office hours are 8-5, Monday-Friday. I have a new client whose case has been assigned to me. I speak with the client several times over the phone. She tells me some things about herself and her case. One thing she tells me is she works part-time at a local company doing payroll. She says she works 8-2. I know where the company is located that she works for; it’s about fifteen minutes away.
Every Thursday she would stop in the office to speak to me about her case. That’s great except she would come by at 4:50. She would talk a lot. She usually would leave at about 5:15.
She did this every time and despite me telling her we close at five, she would do this.
I asked my boss if I could tell her to either come earlier or when it was five I could tell her politely we were closing, and we could just discuss what she needed over the phone. He told me to try both. Well, she never could come earlier, so the next time she came dragging in it was 4:55.
I politely informed her we were closing the doors at five and if she just wanted to discuss whatever she needed over the phone. She said no, she wanted to talk about it then. I let her know she had five minutes.
Client: *Getting upset.* “It’s not my fault! I can’t make here any earlier!”
Me: “Ma’am, I thought you got off at two and you are only fifteen minutes away. Can you not come after work?”
Client: “No. I have things to do after work and then I go get my nails done every other Thursday or I go get my hair done, so I can’t get here sooner on Thursdays.”
Me: “You are welcome to come any other day.”
Client: “No I can only come on Thursdays. I go home and watch some TV and then I take a nap.”
My boss overhears this.
Boss: “Sorry, our business hours are Monday-Friday, 8-5. From now on you will need to make an appointment to come in. No appointments after 3:45. We will no longer allow clients to just walk in. Or you can call us instead before four if you have something to discuss. We close at five and there are no exceptions.”
Client: “Um, okay can I make an appointment to come in next Thursday at 3:15?”
We told her yes and scheduled her.
Next Thursday I call her at 3:15, no answer. I try her two more times and no answer. At 4:45 she shows up at the office with no explanation as to why she didn’t answer the phone and just says:
Client: “I was over here in the area anyway, so can we talk?
Me: “No, we not taking walk-ins anymore.”
Client: *Pouts.* “Well my hair appointment ran over. I couldn’t answer the phone. Once it was done, I had to go visit my boyfriend!”
My boss steps over again.
Boss: “If you want us to represent you then you will need to schedule hair appointments or go to see your boyfriend around your appointment with us.”
Client: “No. I’m the client so you’ll do what I say.”
Boss: “Okay then, I am afraid we will no longer be able to represent you. Good luck finding another attorney.”
She looked surprised and as she started walking away, she said:
Client: “I will find a firm that works with my busy schedule!”