The paper trail

One issue I frequently see is clients not making a paper trail. The client will call me about a problem with their town, or someone they're dealing with on a contract.The client will describe to me how they've talked to so-and-so on the phone, and the person says "x" and then doesn't do "x", or does "y" instead. For example, a town official tells them it's okay to build something, and then after