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Unleashed | Trouble in reception

Vulnerable and hostile clients arriving unannounced is a regular occurrence for Russell Conway

1 March 2013

The client was not happy. Indeed, that is an understatement. He was extremely upset, distraught and rather resembling one of those bulls you see in a cartoon with head down, horns on the attack and two streams of air pouring forth from each nostril.

It was that age old problem: the client had come in to reception without an appointment and felt that he deserved to be seen. Unfortunately the solicitors that were qualified to see him were with other clients. The receptionist very charmingly explained all this but it only made him angrier. His voice changed from one of normal conversation to shouting really rather loudly, so much so that I was concerned that other clients would wonder what on earth was going on. I popped out to see if I could calm matters down but upon seeing me he got even angrier. He kept on calling me a “mother f****r” which seemed unfortunate as I was trying to resolve his difficulty.

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