I'm a paralegal at a fairly large and well known traffic law firm. At the office I'm at the paralegals are almost 100% responsible for manning the phones and getting the initial details of any calls for the attorneys.
If it's a simple matter, anything not a DWR, DUI, DWI, DWS or accident related case we handle it ourselves. Today I got a somewhat standard phone call. The story of a person done horribly wrong by another attorney and wanting us to fix it for them.
Usually I have sympathy for these people but this woman was just impossible and seemed determined to take her anger towards this other attorney out on me.
ME: Thanks for calling (Law Firm), my name is Nic. How can I help you?
LADY: (Talking fast and agitatedly.) I have a speeding ticket from two years ago that should've been taken care of.
ME: Was the case handled by us?
LADY: NO! I can't get ahold of her, this other attorney. I've tried and now I have a warrant out in (Insert Court). I've tried to get ahold of her but I can't and I need you to take care of this for me.
ME: Do you know if the previous attorney has withdrawn from your case?
LADY: I just told you! I can't get ahold of her!
ME: I understand that ma'am but we can't enter on your behalf in (Court Name) until we find out for certain if this other attorney has withdrawn. The court will not allow it.
LADY: I can't get ahold of her! I keep telling you! What should I do so I can hire you?!
ME: (Sighing inwardly.) If you believe that calling on the phone is of no use then I would advise writing a certified letter to this attorney formally requesting they withdraw on your case. That way you have proof of contact with them and we can then present that to the court in a petition for withdrawal on your behalf.
LADY: Then what?! I have a WARRANT.
ME: I realize that. After you send the letter wait a week to hear from the attorney and if you've still heard nothing then bring that letter and whatever paperwork you have from your previous case to--
LADY: I don't have paperwork!! She never gave me any!
ME: (Really worn down from constant yelling and this woman's misdirected anger. I dunno why she's pissed at me and my law firm and not this other attorney she can't get ahold of who caused her to go warrant. As such, I apparently made a noise of some sort. She interpreted it as a laugh. I think it was a sigh.)
LADY: Are you laughing at me? What's so funny?! Are you laughing at me? WHAT IS SO FUNNY?!
ME: (Shocked.) Nothing is funny, ma'am. I don't find this other attorney's lack of attention humorous at all.
LADY: Then why are you laughing at me?! I have a warrant!
ME: I didn't laugh at you. I might have made a noise but I can assure you it certainly wasn't a laugh. I apologize if you feel it was otherwise.
LADY: I want to talk to someone else!
ME: (Definitely sighing now.) Just a moment.
After that point I gave her to the head paralegal who then got shit for not being an attorney and then I told my attorney of the situation. Being a great guy, he was none to pleased with her attitude towards me and kept her on hold for maybe less than a minute at which point she hung up.
I swear. I know her situation was crappy but I was trying to help her. I wish people would learn to either control or properly direct their anger. But the rest of our day is turning out well. We're having a tournament of babes modeled after NCAA basketball betting. lol. Yes, my law firm is wacky fun.
Except for prospective clients like this. Or actual pain in the ass ones.
If it's a simple matter, anything not a DWR, DUI, DWI, DWS or accident related case we handle it ourselves. Today I got a somewhat standard phone call. The story of a person done horribly wrong by another attorney and wanting us to fix it for them.
Usually I have sympathy for these people but this woman was just impossible and seemed determined to take her anger towards this other attorney out on me.
ME: Thanks for calling (Law Firm), my name is Nic. How can I help you?
LADY: (Talking fast and agitatedly.) I have a speeding ticket from two years ago that should've been taken care of.
ME: Was the case handled by us?
LADY: NO! I can't get ahold of her, this other attorney. I've tried and now I have a warrant out in (Insert Court). I've tried to get ahold of her but I can't and I need you to take care of this for me.
ME: Do you know if the previous attorney has withdrawn from your case?
LADY: I just told you! I can't get ahold of her!
ME: I understand that ma'am but we can't enter on your behalf in (Court Name) until we find out for certain if this other attorney has withdrawn. The court will not allow it.
LADY: I can't get ahold of her! I keep telling you! What should I do so I can hire you?!
ME: (Sighing inwardly.) If you believe that calling on the phone is of no use then I would advise writing a certified letter to this attorney formally requesting they withdraw on your case. That way you have proof of contact with them and we can then present that to the court in a petition for withdrawal on your behalf.
LADY: Then what?! I have a WARRANT.
ME: I realize that. After you send the letter wait a week to hear from the attorney and if you've still heard nothing then bring that letter and whatever paperwork you have from your previous case to--
LADY: I don't have paperwork!! She never gave me any!
ME: (Really worn down from constant yelling and this woman's misdirected anger. I dunno why she's pissed at me and my law firm and not this other attorney she can't get ahold of who caused her to go warrant. As such, I apparently made a noise of some sort. She interpreted it as a laugh. I think it was a sigh.)
LADY: Are you laughing at me? What's so funny?! Are you laughing at me? WHAT IS SO FUNNY?!
ME: (Shocked.) Nothing is funny, ma'am. I don't find this other attorney's lack of attention humorous at all.
LADY: Then why are you laughing at me?! I have a warrant!
ME: I didn't laugh at you. I might have made a noise but I can assure you it certainly wasn't a laugh. I apologize if you feel it was otherwise.
LADY: I want to talk to someone else!
ME: (Definitely sighing now.) Just a moment.
After that point I gave her to the head paralegal who then got shit for not being an attorney and then I told my attorney of the situation. Being a great guy, he was none to pleased with her attitude towards me and kept her on hold for maybe less than a minute at which point she hung up.
I swear. I know her situation was crappy but I was trying to help her. I wish people would learn to either control or properly direct their anger. But the rest of our day is turning out well. We're having a tournament of babes modeled after NCAA basketball betting. lol. Yes, my law firm is wacky fun.
Except for prospective clients like this. Or actual pain in the ass ones.
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