I would add, I tell them to never call the company if they have a problem or a question. I am their agent and that is my job. They know they can call me literally any time and I will answer or return their call.
That has always been my philosophy as much as possible. The last couple of years HIPPA enforcement has hindered some of my ability to help. but I do have the client call and use me as a first line of defense whenever possible.
