“And so we've gotten to the point now where we're just asking the clients, here's a couple lines that we think you need to know about. If you want us to answer the rest of the questions, we're happy to do this. But we have to bill you for the time.”

“If you get asked, say, two questions, one's a legal advice question, one's a commercial advice question, perhaps answer them as separate emails. One, so this is legal advice, this is privileged. And two, here's my answer to your commercial question.”

“She said I answer every single one of her questions … I’ve had very, very few clients, probably zero clients that have been unhappy yet at handover.”

“Write down the five questions customers ask you most often. Then look at your website. Are those questions answered? Clearly somewhere a customer would actually see them?”

“I'm a big emailer… I send a short email, then if they don't respond I follow up with a phone call… I try to get in as soon as possible to give them a quote”