The first thing we do is to arrange a meeting with the person, or in some cases, family members. Often that first meeting is in their home or at the hospital. We ask a number of key questions and then we do a lot of listening. It's important that we understand their side of events and their feelings. Once we take a case on, we make sure that our client's immediate needs are met. Individuals/families coping with personal injury, especially those with a serious brain injury or physical impairment are often under considerable stress. We attempt to lighten their load by informing them of their rights, what they can expect and what's next. We also stress that there is no upfront cost; in other words, we don't get paid unless they do. That is an important piece of information as many families in this situation are financially stressed as well.