Conversations have been had, communication appears to be clear and open. You’ve held their hand, everything seems to be going smoothly. The connection proves strong as the relationship progresses. As the days pass, you believe that the two of you are on the same wavelength, heading in the same direction, with the same end goal in mind. 

And then…they drop the L word. 

Not “LOVE”, not in any capacity. Rather you are smacked in the face with the L words that make any business cringe. 

Legal, Lawyer, Lawsuit. 

People can be tough when they feel they are not receiving the outcome they were promised, deserve, or expected. They may feel as if they were led on or lied to. Defenses go up while rational, sensible thought plummets, causing emotions to run high and reactions to be less than well thought out.  

Where did you go so wrong during the courting phase that they thought you were going to seal the deal and fulfill all their desires and dreams no matter how extreme? 

A friend of mine recently took a friendly, acquaintance type relationship with an old high school chum to the next level. We will name her “Sue” for discretionary and entertainment purposes.  What began as a helping hand to look at her vehicle soon transitioned into late night messages, invitations to join her for a home cooked dinner, and less than subtle tactics to engage in a deeper relationship. Sue was on the prowl, and he became her prey. 

What began as innocent flirting, open and honest communication, and potential, swiftly escalated to “I Love You”, “You are the one”, and a bombardment of emotional divulgence. The feelings were not mutual. This was quickly going from a Romeo and Juliet love story, to an Annie Wilkes type obsession.

When I was called upon to give my opinion and advice, I had no hesitation. Run, run fast and don’t look back. 

Love can be just as scary, intrusive, and expensive as a lawsuit, although as businesses, we can’t just change our phone number, ghost the person, and hope they never come knocking. 

As a rep on the front lines in the service industry, it is inevitable that you will face legal threats against the company that employs you and services the customer. You can’t represent the organization in court. You can’t concede to every demand based on fear or an ultimatum. Sure, it feels like there is nothing you can do, but in fact, you are at the forefront and have the power and obligation to be the initial barrier. 

How, as a representative of an organization, can you reduce the chance that situations will  escalate to legal? 

Overcommunicate: It’s not love bombing when the messages serve a purpose. Make sure your customer understands what to expect regarding the product or service, what is required of them to ensure satisfaction and seamless transactions, and what will happen if something goes awry. Providing written documentation at the onset of sale protects the company and provides irrefutable defense. Consider it your presale prenup. 

Control the Narrative: Lead the customer to where you want the situation to go. When you allow an individual to control your behavior or actions, you have already lost the battle. You dictate what you are willing and can do, do not allow for a situation where you have to waste time refuting their demands for more money, more coverage, or more of your time. 

Never Ghost: My advice was RUN, but that only goes for obsessive, overboard dating partners. When it comes to customers cutting off communication because of a legal threat only fuels their fire. They will go forth with the legal filings, gather their documents and prosecutorial evidence, all while you sit back thinking they have mutually agreed to your break up. It will be an unwelcome surprise when your inbox contains a summons rather than a love letter. 

Much of our interactions with anyone, whether it be romantic, friendly, or simply business, is out of your control. You can not control how one feels, perceives a situation, or what actions will be taken in retribution. But you can protect yourself, your company, and the ability to walk away, rather than hobble, in one piece given you set yourself up for success with documentation, solid expectations, and clear communications. 

Sue won’t be suing my dear friend, but she may slash all four tires.