capitol4u Dec 28, 2006 2:42 PM
My agency personnel would like to hear ideas on how you guys handle difficult policyholders. We have quite a few in North Texas!
rmessick Apr 20, 2007 11:36 PM
We stopped accepting monthly payments in our office and that took care of most of the problem accounts. They just went somewhere else. Refer some to State Farm and let them be hassled with problems.
LaffAgent Apr 24, 2007 2:02 PM
Do you have an example of a difficult customer? Everybody I deal with is so friendly and considerate I didn't know difficult people existed anymore
INTLXS Apr 25, 2007 2:33 PM
Did you ever hear the saying "You deserve what ever you are willing to put up with" ?
GCIS May 2, 2007 4:10 PM
I worked at a busy P&C focused agency in Atlanta for 15 years and am now at a mid sized commercial agency in Oregon. The idea to stop taking payments in office is RIGHT ON. It is where over 75% of the time consuming, complaining, PITA, "bad customers" get their opportunity to vent, inquire, and pose time consuming hypotheticals. In the commercial focused enviorment, we have almost NO personal visits from clients, and we do have the expression here to "fire" bad customers. If you have a good feel for the actual dollar value of your time, or your staffs time- and weigh it against the 30 plus minutes these accounts require every month.....then see what commission the customer's account brings....the choice may be just that..."YOUR FIRED". That same 30 minutes spent marketing or cold calling will make up for lost business in no time.
Good Luck!
