In an ideal world, all your clients would be an absolute pleasure to work with and selling them a plan would be effortless. However, this isn’t always the case.
Some clients are easier to work with than others, and that’s just the nature of the industry. Does that mean you should give a difficult client the boot? Not so fast.
We’ll give you some advice on how to make dealing with challenging clients a little more manageable.
She’s a “Negative Nancy”
It can be frustrating when every plan you suggest seems to fall short. The client may find something wrong with each one, and it may feel impossible to find her a plan. In times like these, you can’t take it personally. Her concerns are about her health care needs and her budget, not about you.
Medicare offers a wide variety of options meant to fit a range of specific medical needs. Try using PlanEnroll or Medicare.gov’s plan finder. You can tailor the search criteria to fit your client’s needs and even compare plans side by side. This can help you pinpoint options that may better fit her expectations.
Actively listen to your client. Effective communication can make (or break!) a sale.
Also, it’s imperative that you actively listen to your client. Effective communication can make (or break!) a sale. Make sure your client feels that her concerns are being heard and addressed. A client who feels listened to is more likely to give you her business in the future.
Some clients are negative because they have had interactions with other agents that weren’t as helpful as you could be. If your client opens up to you about their unhappy past, whether they feel like their needs weren’t met, their opinions weren’t heard, or their concerns weren’t validated, you can let them know that you’re sorry for that experience.
Show your client that you are their agent and are not necessarily representative of the industry as a whole. This might help put them at ease. You can also help them feel good about their plan by giving them the Medicare star rating and letting them know when and how they can switch plans if they are unsatisfied with their coverage. Giving your clients the resources they need can help you overcome sales objections.
He’s Constantly a No-Show
There are a few things more frustrating than showing up for a scheduled appointment only to find that your client isn’t home. In these instances, give him a quick call to try and reconnect.
It would also be a good idea to call the client the day before or the morning of the meeting to give him a friendly reminder about the upcoming appointment.
What not to do? Leave a heated voicemail or send a strongly worded email expressing your aggravation. That could damage your reputation and your relationship with your client.
When you do meet with your client, kindly ask if a different time would work better the next time you schedule an appointment. You can politely ask them to let you know if they’re running late and assure them that if you’re ever running late yourself, you’ll be sure to let them know.
Take down some of the tension from difficult client interactions by providing support and reassurance. Let them know that you take your job seriously and that your work means a lot to you. Assure them that you will do your very best to find a plan that meets their needs.
Build their confidence in your ability to do your job correctly and assure them that you will do everything you can to make sure that what happened in the past does not happen again. Take this opportunity to turn a not-so-great situation into a positive one, for you and your client!
They Won’t Stop Calling
On the flip side of having clients who don’t communicate enough, you may have run into a situation with a client who communicates too much. While it’s important to stay in touch, constant calls and messages can be disruptive.
Kindly remind them of your availability. Reassure them that you regularly check your voicemail and email. Remind them that you will always respond at your earliest convenience.
Also, ask them which form of communication they prefer, so they get your response in the quickest way possible. For example, if they never check their email, a phone call would probably be the best way to get in contact with them.
Additionally, keep in mind that more Medicare-age individuals are texting! Sending a quick text message can be a faster way to communicate with more engaged clients. Don’t refrain from asking about this communication option — the positive response may surprise you.
Remember to keep all client communications over the phone compliant!
When You Should Cut the Cord
While we would never advise you to drop a client right off the bat, we understand sometimes you and a client just might not be a good fit for each other. If you and your client both recognize that your partnership isn’t productive, it’s time to refer them to another agent.
Just remember: there’s a right and wrong way to handle it.
Keep in mind that rash actions can’t necessarily be undone.
Avoid “ghosting” or abruptly cutting ties, you may create a bad reputation for yourself. Word-of-mouth marketing is vital for your business, and if word starts getting around that you dropped a client seemingly out of nowhere, that could brutally hurt your business.
Also, keep in mind that rash actions can’t necessarily be undone. Ask yourself if there is work to do to repair the relationship. Can you afford to lose this client? If so, politely let them know that you’ve decided to not move forward and recommend someone else who can help them.
No matter the industry, clients who are hard to work with are inevitable. Patience is key, as is keeping a good professional reputation. We hope these tips will help you the next time you encounter a difficult client and will boost your client retention in the long run!
Register today to have a knowledgeable Sales team in your corner when navigating difficult clients and to have access to tools such as IntegrityCONNECT and PlanEnroll to manage all of your clients!
Not affiliated with or endorsed by Medicare or any government agency.
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