- 1,581
OK had a client who was given completely wrong information through one of my service centers & he was pissed (rightfully so..) He was told his umbrella policy would extend coverage to a property covered by another carrier (or so he says he was told..) & that wasn't the case. There were no losses that occurred & he went about 6 months w/ this potential gap.
He came into my office in clearly a pugnacious mood and I (very politely over the course of 15 minutes) empathized with him, provided solutions to his concern moving forward & couldn't have been more professional. He wasn't concerned w/ solutions moving forward..he wanted compensation for the last few months where his umbrella policy didn't extend coverage to a property. I explained this isn't like cell phone plans etc..insurance is regulated & I can't personally give him money..nor could the company.
As with all bullies his aggression continued to grow when not met w/ immediate aggression back & he began using profanity. This conversation had been going on for about 15 minutes until it became clear this man was a psychopath & only wanted to argue. I assertively explained the conversation was a dead end & that I had done my best to handle his concerns & it's time for him to leave. He proceeded to tell me "I'M NOT LEAVING THIS G*D DAMN OFFICE UNTIL YOU FIX THIS!!!" Again there was nothing to "fix..."
At this point...I had enough. I instantly escalated my own aggression from "quite assertive professional" to fellow man throwing you out of my office. I mildly reciprocated the profanity w/ a promise that he would face physical repercussions if he didn't vacant my office immediately.
In retrospect my only other solution would have been to call the police & walk out of my own office until they came..which I won't be bullied into. I've never experienced this before & I've been doing this for 8 years. Good communicators can talk somebody down & I've done it in the past...but this dude was clearly abnormally aggressive.
Anybody run into this before? How do you guys deal w/ these select few psycho's?
He came into my office in clearly a pugnacious mood and I (very politely over the course of 15 minutes) empathized with him, provided solutions to his concern moving forward & couldn't have been more professional. He wasn't concerned w/ solutions moving forward..he wanted compensation for the last few months where his umbrella policy didn't extend coverage to a property. I explained this isn't like cell phone plans etc..insurance is regulated & I can't personally give him money..nor could the company.
As with all bullies his aggression continued to grow when not met w/ immediate aggression back & he began using profanity. This conversation had been going on for about 15 minutes until it became clear this man was a psychopath & only wanted to argue. I assertively explained the conversation was a dead end & that I had done my best to handle his concerns & it's time for him to leave. He proceeded to tell me "I'M NOT LEAVING THIS G*D DAMN OFFICE UNTIL YOU FIX THIS!!!" Again there was nothing to "fix..."
At this point...I had enough. I instantly escalated my own aggression from "quite assertive professional" to fellow man throwing you out of my office. I mildly reciprocated the profanity w/ a promise that he would face physical repercussions if he didn't vacant my office immediately.
In retrospect my only other solution would have been to call the police & walk out of my own office until they came..which I won't be bullied into. I've never experienced this before & I've been doing this for 8 years. Good communicators can talk somebody down & I've done it in the past...but this dude was clearly abnormally aggressive.
Anybody run into this before? How do you guys deal w/ these select few psycho's?
