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Creating a reliable, trustworthy relationship is very important to Richard. For that reason, he makes certain that you speak to him directly from the first time and every time you call.
He understands that being in this situation is probably a bit embarrassing, but with Richard, there’s no need to walk around in shame. After all, he’s here to help you win your case — not to judge you on why you’re here in the first place. Likewise, he wants you to remember that this isn’t the time to beat yourself up. It’s time to put your game face on and fight for your future.