MRL #015- How To Deal with Difficult Clients (The Max Revenue Way)

Ahhh, the joys of being an insurance Producer.

You get to earn a good living, make your own schedule, and you’re respected and revered by all of your clients.

Oh wait, that last part isn’t your experience either?

Don't worry, you’re not alone.

I once got berated and fired for handing my client a flat renewal in the hardest market in 20 years.

If you haven’t encountered a difficult client yet, it’s inevitable you will.

Pareto’s principle says 80% of your headaches will come from 20% of your clients.

The good news is, I’ve got a few simple strategies to help you.

Here’s How To Deal With Those Difficult Clients When Drama Comes Calling (Don’t Miss #5):

1. Keep Cool Kimosabe

When dealing with a difficult client, the first step is to remain calm and avoid being drawn in.

Like your overly dramatic ex from college, often times they don’t want to have a constructive conversation—they just want to fight.

It takes two to tango, though.

By not engaging them you’ll actually diffuse the situation much quicker.

2. Listen Up Buttercup

Let the client vent their frustrations without rebuttal.

As discussed, this resolves the situation quicker… but it also allows you to actually hear their frustrations.

So, listen.

Who knows?

You might learn something that will help you avoid similar situations in the future.

3. Clarify, Clarify, Clarify

Make sure you understand what the client wants. If in doubt, ask again. And again. And again.

And maybe once more for good measure.

Then document the hell out of your conversations.

You never know when Mr. E&O will come calling.

4. Offer Solutions, Not Excuses

Once you know what's wrong, present the client with solutions.

If they don't like your first solution, offer another. And another. And another.

If none of those are good enough for them move on to #5.

5. Fire Them

You read that right. If none of the above works, just fire them.

There’s too many fish in the sea to take crap from a difficult client.

When a client begins causing problems I utilize a 3 strike rule:

1. Raise hell once, I give them a pass.

2. Raise hell twice, I draw a line in the sand.

3. Raise hell thrice, I cut ties.

Acquire Clients Fast, Fire Them Even Faster

I’m convinced most Producers, seasoned and inexperienced alike, don’t fire difficult clients because they’re afraid to lose the revenue.

This is stupid for many reasons.

• What about your time?

• What about your sanity?

• What about your staff’s?

If you dropped your 5 most difficult clients how much time and sanity would you and your staff get back?

I bet, tons.

And if you’re actively prospecting you should have no problem replacing difficult clients. Many times over, actually.

Moral of the story?

Stop eating crap from difficult clients.

Go find some new (and better) ones.

Ok, That’s It For This Week

Landing a few crap clients is unavoidable.

Keeping them as clients is.

Remember, you are the prize.

Act accordingly.

See you next Sunday.

Kick ass take names,

Maximus F. Revenue IV