07/30/2026
Last week, one of our team members hung up on a prospective client.
That might sound surprising, but when she told me what happened, I commended her and assured her she had done exactly the right thing.
The caller contacted our office looking for legal help. From the beginning, though, he refused to explain why he was calling and insisted on speaking only with an attorney. As our team member calmly tried to gather enough information to determine whether we could help, the caller became increasingly hostile. He began yelling at her and then directed profanity and personal insults toward her. At that point, she ended the call by hanging up.
Later, I listened to the recording (the caller had been notified that calls may be recorded), and the conversation happened exactly as she described. We flagged the number in our system because that's not someone we'll be doing business with.
At Peach State Wills & Trusts, we work hard to build a culture where people genuinely enjoy coming to work. We want our team to feel respected, supported, and empowered to serve families at a high level. That doesn't happen by accident—it happens because we intentionally protect the culture we've built.
One of our core beliefs is simple: we don't tolerate abusive behavior.
That applies whether someone is a prospective client, an existing client, a vendor, or anyone else we interact with. Every member of our team knows that if someone is verbally abusive, they have my full support to end the conversation and report it. More often than not, we simply choose not to do business with people who treat others that way.
Some may think turning away business is bad for business.
I believe the opposite.
The people on our team deserve to be treated with dignity and respect. When they know their leaders will stand behind them, they can focus on what they do best—serving our clients with excellence, compassion, and professionalism.
Protecting our culture isn't separate from serving our clients well. It's one of the reasons we're able to.
-Joel