August 16, 2021 Meeting – Handling “I want to think about it”

Do you ever get those automatic objections to moving forward? Maybe it is, "I need to sleep on it." or, "I need to talk to my ...." We discuss that today and how Melanie and others get through it to take an application. See the video: Notes from the meeting: Radius Notes- these should be as respectful as possible while still stating the facts. Avoid cursing and name-calling These notes are there for eternity. We don’t want new hires thinking we don’t respect our clients. We also don’t want to be offensive if we ever needed to use the notes as supporting documents in court or in a dispute with the DOI. Difficult leads If someone is offensive, repeatedly rude, disrespectful, wasting our time, etc., and we do not want them as our clients, label them as such in Radius so everyone is aware. THIS SHOULD BE RARE. If you simply don’t like talking to a lead because they are constantly confused, repeatedly asking the same questions, don’t like our recommendation, etc., evaluate whether we took the time to rephrase, re-explain etc. Remember, they are calling us because they do not understand Medicare. We are here to help them. If you are constantly frustrated by people not getting it on the first try, you are forgetting why we do what we do. We cannot avoid leads just because we don’t like them, find them hard to get through to, hard to understand, etc. Every lead should be treated the same way and get the same service, follow-up, and experience from us. 3. Follow up important conversations with an email summarizing the conversation you had on the phone. This is especially important for people who continue to be confused, keep asking the same questions, etc.

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