Insane Customers Out There?

[bill3173]

If someone accuses you of misleading them, and you know that you haven't done it, then you need to sit up straight and remind them of your conversation about "the _______ benefits, and how they are paid. They usually will remember, and often apologize if they've been rude.

If you have misled someone, intentionally or not, the best thing to do is hide under your desk until it blows over, or you're served with a court summons.

As far as fruity acting people go, you shouldn't have more than 1 every 3 years, if you screen effectively. First sign that they're not wrapped tight, don't pursue any further sales activity, or you will continue to regret it.

 

[HoosierLife]

If someone accuses you of misleading them, and you know that you haven't done it, then you need to sit up straight and remind them of your conversation about "the _______ benefits, and how they are paid. They usually will remember, and often apologize if they've been rude. If you have misled someone, intentionally or not, the best thing to do is hide under your desk until it blows over, or you're served with a court summons. As far as fruity acting people go, you shouldn't have more than 1 every 3 years, if you screen effectively. First sign that they're not wrapped tight, don't pursue any further sales activity, or you will continue to regret it.

Just in case any new FE agents read this post, understand he is not talking about our market. They're all nuts!

The nice thing is most of them are too lazy to ever complain even for legitimate causes.

There's that Robin Cano chick that lies up and down to clients, forges signatures and everything else under the sun. I know of multiple DOI complaints against her. For serious charges that should be criminal in my opinion. All that to say, she still out there lying and selling.

You'll be fine.

 

[BigSteve]

Sounds like a normal week for me. Unfortunately, 90% of them weren't even written in our office.

 

[Jerard]

Does anyone go through this and if not, what do you do to have customers who DONT take advantage of you. Ive been in the business a few years, but as of late, seem to be having issues with abusive and weird customers. A lady filed a complaint against me, and made up a lot of lies. I had to write to the DOI, explain myself. This same creature then called another company stating she didnt authorize a dental plan, when she did and threatened to sue me. This woman is mentally unstable, mentally ill, evil and crazy. I think she needs to be locked up. Right now I'm the target of this nutcase who just wants to attack me for no reason in every way possible. I was nothing but helpful nice and respectful to her- she is certifiably crazy. I do feel shes taking advantage of me because I am overly nice and kind. This female thing is really on a powertrip just to destroy me or make me suffer- she's already held me 'responsible for anything that happens to her grandson" and said some crazy awful things to me. I didnt realize customers had this much power over agents? Don't they dismiss crazies like this? I'm surprised..I was nothing but kind and nice to her, helped her out, gave her a ton of options, and if she cant get in touch with me, she went berzerk and began sending me nasty emails. Now she's reporting me everywhere and is really psycho. And she has the ability to do this?


Ive had other customers, some just act crazy too-

example: sold a policy to a guy, took about 10 tries to get his payment information. Finally got it. It's a very good priced policy. He claims he's enrolled in automatic payments- which he's not. Now he's calling and harassing me like a madperson, saying I need to cancel his policy and angry. Angry over what? These people are really nuts...can't he call and turn autopay off? no he has to call and harass me and freak out over nothing. It's kind of scary- one little issue thats not even my doing, and they get psycho, take it out on me, the agent, blame me and get crazy about it.

I also give customers more payment options rather than just charging them on the spot- i try to be nicer to them and do things to help them out, but ive always done this. But it feels like some just get crazy and take advantage of it. Another customer gets legitimately charged for a policy, doesn't understand the charges, and is saying he 'wants to call his lawyer"...is it normal for customers to 'threaten lawsuits' over authorized charges?

I own a debit card- i get all kinds of charges that some even aren't authorized and need to call and get a refund. I don't freak out, threaten lawsuits and begin harassing people. I dont cancel policies b/c of one discrepancy. What is wrong with these people and how do you handle them- worse why do they feel entitled to terrorizing the agent and acting like psychos. Ive also been in all kinds of sales in my life and have never dealt with such uncivil crazy people in my life-- do you have to be meaner to these people and not so nice?

I think that's part of the problem. A lot of agents on here wouldn't go back the 2nd time, my limit is 3. I have a very recognizable number I use for insurance. After they start not answering the phone, or answering the door when their car is in plain sight, or when they fill up their yard with rabid pit bulls, I give up on them.

 

[Ron Van D]

Start recording your calls.

 

[pasttheduedate]

We have quite a few crazies because people can do a complete signup online or on the corporate 800 number (we're captive). Most of them end up not paying, so we just let them get cancelled.

I just saw one of them come up on warning for nonpayment again. He wanted us to pay his audit and his workers comp insurance because he claimed it was our fault he was being audited. He called and came in every day for weeks demanding we pay instead of him. He refused to believe that we had nothing to do with him being audited. I'm a little afraid he's going to be back now.

 

[pcbinsurance]

It's called "not taking their medications". Some of these wack-nuts really freak if they run out of their meds. You'll never be able to control this segment of the population. You can only try to contain them.

 

[HomeService]

Hey good to see you in here homeservice.

you too, I been doing other things but still have my license, need to get back into insurance -that's for sure!

 

[Derrick]

Start recording your calls.

In most states this is illegal unless you have consent. I guess it could be done with the client agreement though?

 

[Norwayguy]

In most states this is illegal unless you have consent. I guess it could be done with the client agreement though?

Consent or notification.. this call maybe recorded for quality assurance purposes.