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The client who went quiet and then complained: client complaints and the files that go quiet
The third email in seven weeks arrives from the executor of an estate that has waited fourteen weeks on a pension provider. The file is in order, every chase is noted, and the executor has seen none of it. Saqib Khan, who owned a law firm for fourteen years and sits as a fee-paid county court judge, works through an illustrative figure for how many files in a firm have gone quiet at any one time, why clients complain about the silence rather than the delay, how unhappy clients change the way they write before they say so, and what a judge reads first when the correspondence reaches court…
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