The best part about insurance is that everyone needs it. The worst part about insurance is that we end up working with different types of people. We couple this with the fact that insurance is generally a subject most people do not want to deal with and it can make for some difficult situations. For many of us in insurance, we were not trained on how to diffuse a difficult client. There are some strategies that you can execute on that help stack the deck in your favor and work towards a successful outcome. The biggest message we all need to understand is that while the insured may make it personal, it generally is nowhere near personal.
Steps to Dealing With a Difficult Client
1. Let them Vent
When someone calls upset, you have to let them vent. Interrupting or jumping in simply resets the venting clock. Your best bet is to thoughtfully and reflectively listen. For many people they need to get the matter off of their chest. While this is happening it can sometimes get personal and ugly. You have to work to not take this personally – become like Teflon! Or be a duck and let it all role off your back. Things said out of emotion are just that – emotion! Instead, let them get it out of them and then you can chime in and become their superhero. If the caller becomes a harasser almost every agency owner would support you ending the call (professionally) and offering to call the client back when cooler heads can prevail.
While the client is venting, work hard to not absorb the nastiness. Instead put yourself in their shoes. When was the last time you were that frustrated and how did it feel?
2. Confirm and Clarify
After they have vented, try to avoid saying “I understand.” For a lot of people this may set them off all over again. Instead ask if you can repeat back to them what you gathered and ask a few follow up questions so that you can get the details you need to work on resolving the problem. Most clients will be happy that they were heard by you. For the very emotional client, they often are not logical or their story lacks a lot of facts. This is your opportunity to gather what you need to fully understand their frustration. Be certain to ask a few questions if you need clarity.
You should always make sure you have everything that you need to clearly understand their challenge. One key to success is never promising to solve their problem; their problem may not be solvable. When you assume you can solve it and then if you can’t, you become part of the problem to that caller. Your main objective at this level is to make them feel heard and valued.
3. Determine Your Course Of Action
In many situations you will need to get off the call to work through the issue. When you do this you are going to have to reconnect with the caller. Ask them what time that afternoon you can reach back out to them with options. This is a great way for the caller to calm down and for you to show how great you are!
4. Provide Options
No matter what the situation is, you always want to provide an upset client options. Options provide people power. They have a say in what happens next. Even if you need to have an option that is horrible, they will see what options they have to get to a resolution. This also positions you as the middle man not the cause of the problem. You are their super hero since you have a decision.
5. Do What You Say You Will Do
The entire frustration will restart if you do not hold up your end of the bargain. You need to under promise and over deliver. If you tell them you will get back to them tomorrow, do it today. You are a fine line between the solution and problem.
Not Taking It Personally
All too often we see a difficult client adding a rain cloud over an account manager’s head. We are all human with emotions. But you can’t give a 10 minute bad phone call 30 minute of your time after the call is over. The first thing you have to do is understand you will have a natural human reaction to conflict and confrontation. When you feel the reaction happening you have to have a controlled response. Remind yourself that part of your responsibilities include winning over frustrated clients. In addition, you must show gratitude. Be grateful for the opportunity to turn a client around. Remember they are mad at the situation, not at you!
