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I would admit to failure if I was the one in the wrong... in this case I wasn't at all!!
I had a lady call me on Thursday, she was "LIVID" (her words) she hadn't recieved her cards for her MAPD yet, but her husband had. This couple, make somewhat of a decent amount of money, but due to bills she couldn't afford a supplement or MAPD. When she called and asked if I had anything that was a $0 premium... I told her that I did. We met, I sold her and her husband a Freedom Blue PPO MAPD, $1000.00 deductible plan. (I personally don't care for them, but it was either sell her what she wanted or sell her nothing at all...) After meeting with them, going over the summary, and showing her the pros and cons... she and her husband accepted, signed the forms and whaaa laaa we were all over with.
She called, like I mentioned to tell me that she hadn't recieved her cards, but her hubby had, and she was very upset with me about it. I told her that I'd get to the bottom of it. I directly got off the phone with her and called Highmark to find out what was wrong. They told me that she was approved BUTTTTT she enrolled in another plan after Freedom Blue... They told me it was United Healthcare. This lady got a letter or something in the mail from AARP, she signed it and sent it back in.... well unbeknownst to her she signed up for another plan. (HOW COULD THEY DO THAT?? WHEN WE HAVE SO MANY RULE AND REGULATIONS??)
Anyway, this lady blamed me for not being upfront with her, for not telling her that she could possibly lose this coverage by signing on with someone else, she just blamed me for the whole MESSED UP situation. She also told me that she has had nothing but TURMOIL since she met me... and she refused to do business with me ever again.
Us women can be a bit emotional at times, I'd have to admit, but wowsers, she really hurt me by her words. I know she was scared and upset, BUT I don't see where I made the mistake.... That is water under the bridge now, my quesiton is.. HOW DID YA'LL HANDLE your first dissatisfied customer? and the fear of them ruining your name? You all know that I'm still fairly new, although a lot more knowledgable than I was last year at this time, my biggest fear is her hurting my reputation, which is impecable with the seniors at this moment.
I had a lady call me on Thursday, she was "LIVID" (her words) she hadn't recieved her cards for her MAPD yet, but her husband had. This couple, make somewhat of a decent amount of money, but due to bills she couldn't afford a supplement or MAPD. When she called and asked if I had anything that was a $0 premium... I told her that I did. We met, I sold her and her husband a Freedom Blue PPO MAPD, $1000.00 deductible plan. (I personally don't care for them, but it was either sell her what she wanted or sell her nothing at all...) After meeting with them, going over the summary, and showing her the pros and cons... she and her husband accepted, signed the forms and whaaa laaa we were all over with.
She called, like I mentioned to tell me that she hadn't recieved her cards, but her hubby had, and she was very upset with me about it. I told her that I'd get to the bottom of it. I directly got off the phone with her and called Highmark to find out what was wrong. They told me that she was approved BUTTTTT she enrolled in another plan after Freedom Blue... They told me it was United Healthcare. This lady got a letter or something in the mail from AARP, she signed it and sent it back in.... well unbeknownst to her she signed up for another plan. (HOW COULD THEY DO THAT?? WHEN WE HAVE SO MANY RULE AND REGULATIONS??)
Anyway, this lady blamed me for not being upfront with her, for not telling her that she could possibly lose this coverage by signing on with someone else, she just blamed me for the whole MESSED UP situation. She also told me that she has had nothing but TURMOIL since she met me... and she refused to do business with me ever again.
Us women can be a bit emotional at times, I'd have to admit, but wowsers, she really hurt me by her words. I know she was scared and upset, BUT I don't see where I made the mistake.... That is water under the bridge now, my quesiton is.. HOW DID YA'LL HANDLE your first dissatisfied customer? and the fear of them ruining your name? You all know that I'm still fairly new, although a lot more knowledgable than I was last year at this time, my biggest fear is her hurting my reputation, which is impecable with the seniors at this moment.
