Then do so. Another area that should be considered is how information is phrased. The secretary knew this. While attempting to be conversational and friendly, she unknowingly left the impression that the lawyer had not shown up at work as expected or perhaps was late often. She knew the lawyer was hard at work, and I am certain that she did not mean to give a negative impression, but a client could have been concerned by the way she conveyed the message.
Some people like more formality than others.
In smaller close-knit communities, there is certainly more informality and familiarity. A business client calling the lawyer in a larger firm might be severely put off by being told that the lawyer is out of the office picking up a few things for his wife at the grocery store. In a small town where most everyone is assumed to know that the lawyer s wife had broken her leg, the same message may connote chivalry and responsibility. The lawyer can consider local clientele and practice style in determining how much information should be given out in these situations and how the language should be phrased. What many people hate is having their telephone call answered by an automated answering service.