The average Fortune 500 company spends nearly $115 million annually on litigation costs—a staggering 73% increase from just eight years prior. As someone who has overseen the representation of clients in thousands of cases, I’ve seen firsthand how organizations can either prevent costly litigation or inadvertently fuel it through their responses to complaints and conflicts. […]
When someone experiences trauma, their journey through the legal system can either provide healing and justice or cause additional harm. I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned that the institutional response often causes more damage than the initial incident. This is why legal protection through trauma-informed care practices […]
When someone comes to you with a concern or complaint, you’re witnessing more than just their words—you’re seeing the impact of trauma on how they process, communicate, and remember their experiences. I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned that understanding trauma isn’t just about compassion—it’s about creating effective […]
When someone reports a problem in your organization, how you respond in those first moments can determine whether the situation escalates into costly litigation or transforms into an opportunity for healing and growth. I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned that the institutional response often causes more damage […]
When someone comes to you with a complaint or report of wrongdoing, you’re at a critical crossroads. How you respond in those first moments can determine whether you’re facing a manageable situation or a costly legal battle that damages your organization’s reputation for years to come. I’ve overseen the representation of traumatized clients in thousands […]
When someone comes to you with a complaint, you’re standing at a critical crossroads. The way you respond in those first moments can either help heal or cause additional harm. I’ve overseen the representation of clients in thousands of cases, and I’ve learned that the institutional response often causes more damage than the initial incident. […]
When someone comes to you with a complaint or report of wrongdoing, you’re standing at a critical crossroads. How you respond in those first moments can either help someone heal or cause additional harm that reverberates for years. I’ve overseen the representation of traumatized clients in thousands of cases, and I’ve learned something crucial: the […]
No organization wants to deal with conflicts, injuries, and damage. I get it—you’d rather focus on your mission than spend countless hours investigating problems. But here’s what I’ve learned after overseeing thousands of cases: how you handle resolving complaints can either destroy your reputation or strengthen it beyond what you thought possible. The difference lies […]
I’ve spent years helping organizations transform how they handle complaints through effective complaint management systems, and I’ve learned something crucial: fairness and transparency aren’t just nice-to-have qualities—they’re essential for protecting your organization and the people who come to you for help. When someone brings you a complaint, you’re at a crossroads. You can either create […]
I’ve represented clients in thousands of cases, and one surprising lesson stands out: the line between a situation that’s manageable and one that turns into a costly lawsuit often hinges on just two words—“I’m sorry.” In my case at Harvard, it was never financial compensation that I sought—it was safety. I wanted to feel safe […]
