What protects us from nasty customers?

BiggitySwat · 08-26-2008, 08:03 PM

Client applies for life insurance with us and is declined due to his frequent travel to dangerous countries. I offer to re-write him with another carrier that isn't so harsh as far as his travel goes, but he refuses. So, I tell him that his refund check is on its way from the carrier.

He calls me a few weeks later and threatens me because he hasn't received his refund check yet, and also, calling me dishonest because I collected a check with his application, while his "friend" in the local insurance biz says you never have to collect Cash With App. I ask him who is "friend" is and what his phone number was, but he refused to share that information with me.

The client then threatens to contact some more "friends" in the local insurance industry about me and my firm if the refund check isn't put into his mailbox IMMEDIATELY. I tell him that it's impossible because our carrier is mailing it reg. mail from across the country.

I contact the carrier and tell them of my issue - they promise to expedite the refund check.

The client then EMAILS me and snarkly tells me to "do some research on the insurance companies" before giving him advice. He has an AD&D policy that he pays $10 a month for from Globe Life/Torchmark (face value $250,000), and thinks that I was trying to rip him off because he feels that AD&D is the same thing as fully-blown Life insurance. He gave me websites and claimed that I was wrong to say that Torchmark is currently under investigation from the AAJ because of defrauding clients into thinking AD&D was the same thing as fully comprehensive Life policies. His proof? "Torchmark/Globe Life is on the New York Stock Exchange and London Stock Exchange, so you're wrong." LOL.

I emailed him back actual articles and documents from lawyers and scammed clients of GlobeLife AD&D, and I've yet to have a response.

My question is in this case: where do you go from here? Either I stop responding or wave the white flag, so then he can be smug in telling others that I don't know what I'm talking about and that his AD&D policy trumps Life insurance, or do I keep responding to set him straight, but upset his fragile ego even more?

It seems that nasty clients in our business have ALOT of power over us, and that seems wrong. How do we deal with this?

I'm more worried that he will badmouth myself and my company locally and hurt our business, but it's not like I can sue him for slander/libel - or can I? I just want to be protected from psychotic, lying clients who think they're always right, even if the proof is before their eyes AND delivered by experienced/licensed insurance agents.

somarco · 08-26-2008, 08:08 PM

Put the app on the ground, slowly raise your hands up, and walk away . . .

Paradigm · 08-26-2008, 08:09 PM

Obviously insane. Ignore him. Realize people who threaten rarely do anything its the people who are silent you should worry about.

senior-advisor-indiana · 08-26-2008, 08:10 PM

I wouldn't worry about it. Everyone has an angry client. I have one lady that will never talk to me again because her policy came 3 days late. She had me drop it in her mailbox and said that she never wanted to talk to me again. She is still a client after almost 2 years and we still haven't talked.
It's funny. the ones that you want to lose never go away.

moonlightandmargaritas · 08-26-2008, 08:10 PM

Ignore him, and forget him. Move on.

somarco · 08-26-2008, 08:13 PM

the ones that you want to lose never go away

Ain't that the truth . . .

Paradigm · 08-26-2008, 08:18 PM

Similar story - i had aclient 2 years ago great rapport when out to do mtg in person. I said I'd email hima brochure whenm i go home- did but it was returned to junkmail because I transposed letters -then called him back 4 days later to tell him he was issued and he told me he wouldnt deal with me because I wasnt a man of my word and he hung up.

We all have these war stories with as Rush would say the ugloamericans

lookin4abetterwayinpa · 08-26-2008, 08:22 PM

You will never be able to please everyone in any sort of business that you are in, this is no exception. The sad part is, even if you do get across to him that you are in the right here, he will be to embarrassed to do business w/ you anyway, in my experience.

Move on and look for the next person who wants, needs, and values your expertise, there are plenty out there.

BiggitySwat · 08-26-2008, 08:22 PM

Originally Posted by somarco

Put the app on the ground, slowly raise your hands up, and walk away . . .

So should I ignore his emails and calls? In my heart it doesn't seem very "professional" of me, but at the same time, I do want a way to get him to go away and leave me alone.

The Rabbi · 08-26-2008, 08:29 PM

Originally Posted by BiggitySwat

So should I ignore his emails and calls? In my heart it doesn't seem very "professional" of me, but at the same time, I do want a way to get him to go away and leave me alone.

He's a bully. Walk away, he's full of hot air. Everyone in town knows it but you, you're so nice.

moonlightandmargaritas · 08-26-2008, 08:40 PM

Originally Posted by BiggitySwat

So should I ignore his emails and calls? In my heart it doesn't seem very "professional" of me, but at the same time, I do want a way to get him to go away and leave me alone.

Yup, avoid him.

robliano · 08-26-2008, 09:26 PM

I wouldn't avoid him, do your job to completion, once he has the refund, you do not have to deal with him any longer. This is a safeguard for you also, make sure he has the refund, call the company with him for confirmation, if he doesn't bite, you tried.

Stand your ground, don't give in just to give in, that's what keeps jack asses like him thinking they have the right to continue being jackasses.

Also, him badmouthing you to anyone says more about him than it does you, and anyone that knows him or will hear him speak like that about you (or anyone for that matter) will probably roll their eyes at him anyway.

Don't worry. It's never as bad as it seems.

joshril · 08-26-2008, 09:28 PM

Originally Posted by robliano

I wouldn't avoid him, do your job to completion, once he has the refund, you do not have to deal with him any longer. This is a safeguard for you also, make sure he has the refund, call the company with him for confirmation, if he doesn't bite, you tried.

Stand your ground, don't give in just to give in, that's what keeps jack asses like him thinking they have the right to continue being jackasses.

Also, him badmouthing you to anyone says more about him than it does you, and anyone that knows him or will hear him speak like that about you (or anyone for that matter) will probably roll their eyes at him anyway.

Don't worry. It's never as bad as it seems.

Or... go take a dump on his porch...

robliano · 08-26-2008, 09:38 PM

Originally Posted by joshril

Or... go take a dump on his porch...

Ha ha, after he gets the refund check of course!!

robliano · 08-26-2008, 09:39 PM

My point was just be courteous and professional at all times, don't let him take you out of you and down to his level, that's the response he lives off of. But Josh, that was funny as heck!

xrac · 08-26-2008, 10:07 PM

Everyone of us gets a certain number of nut cases. I recently had a woman scream at me not for anything I was doing or did as much as for her impatience, distrust, lack of understanding, or consideration. Maybe I shouldn't admit it but I screamed back!

I DO NOT want to see her again.

Paradigm · 08-26-2008, 10:28 PM

It happens to us all I once cursed out a client because she said she was ready to go ahead so I drove 1 1/2 hours to meet with her and when she go there she said i changed my mind and told me to just leave my information she didnt have time.

Sad to say I used several unsavory words

Mr. Bill · 08-26-2008, 11:18 PM

Stop any communication in writing or e-mail. Get a phone recorder and tape any future conversations with him. Might not be usable in court, but it could get him to back down if necessary, or just go ahead and tell him you're taping the conversation.

Then, take a deep breath and let it go. He's still alive, so there isn't a problem with his policy being rejected at this point.

Years ago the postal service took quite a while to deliver an oversized envelope. We couldn't figure it out on our end, we used one of those in-office "franking" machines and sent it out. When the prospect finally did receive it, he said we were just full of **** and that we'd somehow gone into the machine and changed the date to "backdate the mailing"....

Just be glad it didn't go further with this clown, and that you're not securities licensed!!!

robliano · 08-26-2008, 11:28 PM

Originally Posted by Paradigm

it happens to us all I once cursed out a client because she said she was ready to go ahead so I drove 1 1/2 hours to meet with her and when she go there she said i changed my mind and told me to just leave my information she didnt have time.

Sad to say I used several unsavory words

The meanest thing I ever said to a client was "you have to be the stupidest person I've ever spoke to" as he was canceling a major med to buy a discount scam for his wife, and I hung up on him. He called back and said, please don't cancel it. We called it the "stupid close" for months.

Shake it off and PS: I would send emails and a start a paper trail and record the calls, if you need to use my recorded call access, let me know, now worries, we have to stick together!

joshril · 08-26-2008, 11:55 PM

Originally Posted by robliano

The meanest thing I ever said to a client was "you have to be the stupidest person I've ever spoke to" as he was canceling a major med to buy a discount scam for his wife, and I hung up on him. He called back and said, please don't cancel it. We called it the "stupid close" for months.

Shake it off and PS: I would send emails and a start a paper trail and record the calls, if you need to use my recorded call access, let me know, now worries, we have to stick together!

I like this... I'm going to start using this close on everyone that "wants to think about it..."

Now we know what Rob teaches in his training... LOL