Figuring out how to respond to client complaints 

When a client calls to complain and is really irate, you’re taken aback. It’s like, Now what do I do? Almost to a point where you start doubting yourself. And then you go back and review: “OK, this was done.” But at least in my situation, I have felt lost. Luckily there have only been a few times there have been complaints, and then I obviously bring it to the compliance officer and we go through everything. 

But to me it’s a very intimidating time because I know I did the proper thing, but yet somebody has accused me of something. And that to me is very challenging. In my mind, in my heart, I know I did the right thing, but it’s like part of me panics. Compliance, they’re holding my hand and saying, “OK, this is what we do next.” Luckily 25 years I’ve been here, so there’s been no merit. But those are the things that have kind of thrown me off balance in my career.  

I make sure everything is documented. Putting notes. And I’m using technology so now we can do it on the computer. I’m still writing them in the file but getting slowly into, “I had a conversation. This is what happened.” 

Maria Josefa Garcia is a three-year MDRT member from Rosemont, Illinois, USA. Hear more in the MDRT Podcast: