Video transcript:

When people ask me what I have learned since to coming to CNA Insurance, the number one thing is write it down, documentation, whether it be an engagement letter or documenting your oral advice. Writing it down is key. Why is it key? Because it demonstrates the limitations on what you’ve said and an understanding. It gives the client an opportunity to come back and say, no, you are wrong, that’s not what I meant. Is that really what you said? Here’s what I heard. So when you write it down, you give the client an opportunity to agree or disagree and you give, in the event of a professional liability claim, you’ve got something for your defend, for your lawyer to defend versus that he said, she said.