‘Something happened with one of my clients – he’s gone legal’. When I met a family friend (let’s call him Paul), he told me he had processed an order incorrectly which resulted in the wrong items being shipped to his customer. He had not taken it well. The letter had arrived sporting the usual clangers such as ‘we have been instructed by’, ‘damaged reputation’, ‘adversely affected our client’s business’, ‘instructions are to institute proceedings against you without further notice’, ‘breach of contract’, ‘damages’, ‘claim’, etc. Paul has dealt with this customer for decades and he thought they had a very…

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