Robert Edward Duff

Robert Duff

Clear, consistent and reliable client communication has and always will be a top priority of the Indiana Consumer Law Group/The Law Office of Robert E. Duff. We strive to treat all potential clients with respect and give them a positive experience even if we are unable to take their case. I am truly sorry that this potential client was not pleased with his intake experience, but feel that it is important to make clear that this feedback was provided by an individual seeking the services of my law firm, not by a client of my law firm. To provide further clarification regarding our intake process and this particular potential client’s intake experience, the details are as follows: My assistant set up a telephone appointment with this potential client. She sent him an e-mail during the workday that stated: “Mr. Duff is available this evening from 6:30-7:30 and is looking forward to speaking with you. Please let me know if you are unavailable at this time.” He did not respond to this e-mail. I called him at 7:10 p.m. and he did not answer. I left a voicemail and my work phone number but did not receive a call back that evening. Instead, he called my cellphone at 7:00 a.m. the next morning. We spoke later that day and set up a telephone conference for 7:30-7:45 p.m. that evening. I expected a call at 7:30 or so, but he did not call. I called him at 7:44 p.m. and he did not answer. He called later that evening at 8:06, 8:12 and 9:14 and sent multiple text messages, but I was no longer available to respond. The most successful attorney-client relationships are those in which both parties contribute equally to effective communication. This is a key element that we consider during our intake process. Having missed two pre-arranged phone calls, I was no longer willing to consider working with this potential client. I sent him a very polite e-mail stating that I would not be able to assist him. In response, he sent me an e-mail that said “it’s beyond my comprehension how you can miss our appointment and ignore my multiple messages and missed calls.” He then threatened to give “realistic” reviews on legal websites. While I am sorry that this potential client was not pleased with his intake experience, I do not believe his review is accurate or fair, and I believe this potential client had unrealistic expectations of my time and what I “owed” him in trying to give him a free consultation.