She walked into the lobby, stopped at the front desk, and asked the receptionist “for a copy of my file.”

The receptionist cheerfully responded that she would get to work copying the documents immediately. The client sat patiently in the lobby and waited. About 30 minutes later, the receptionist handed the woman a complete copy of her file.

The client left with the documents. The receptionist sat back in her chair, proud of having done some work and making a client happy.

Unfortunately, a big warning sign had just been overlooked. In asking for her file, the client was sending a very loud message about her status with the firm.

The client was telling everyone involved that she was unhappy. The receptionist didn’t get the message. Unfortunately, because the receptionist missed it, no one in the firm knew that this was a client in complete and total meltdown.

For many clients, asking for a copy of the file is the equivalent of saying “I am completely unhappy with the work you’re doing.” It’s their way of saying that they’re on the verge of firing you.

These clients are asking for a copy of the file because they either (1) want to take it to a new attorney for review or (2) are considering taking action against you in one way or another. Clients don’t ask for a copy of their file for their scrapbook.

You need a system in place so that everyone responsible for the client’s satisfaction becomes aware when a file copy is requested. The red flag needs to be raised immediately. The attorneys involved in the file need to be alerted. The managing attorney and supervising attorneys need to be told at once.

Once that file has been requested, you need to shift to recovery mode. It’s time to dig in and find out what’s going on in the client’s head.

Hopefully, the file request isn’t the first you’ve heard of the unhappiness, but, in many instances, it will be the first sign of trouble. Clients are naturally reluctant to say negative things to their attorney. They need you on their side, and they are sometimes unwilling to express their dissatisfaction.

When you see that file copy request occur, jump in and figure out what’s wrong. Investigate and do what you can to solve the problem. If may be too late to fix things, but you should have a system in place that alerts you to the situation.

Don’t let a request for a copy of a file go unnoticed. Take it for what it is and deal with it. Talk to your people now and make sure everyone is alerted when the next file request comes your way.