This is the only correct advise I’ve read so far. I’m a large loss property adjuster and most people’s anxiety/anger/frustration comes from not understanding what’s happening or what to expect. If you can slow the pace and tone of your speech, it naturally calms people down. If you show a willingness to knowledgeably explain the process and outline what is and is not covered, people soften up real quick and begin to TRUST you can help them.

People who are advising to wield their power and stonewall clients are obviously bad at their job and create more problems than they solve. Which means their messes get transferred to someone like me and I make a lot more money than they do.

Also, developing healthy stress management strategies and being aware of yourself enough to know when you need to pause for the cause is the only way you’ll make it. If you don’t have or can’t develop those tools, you’re a ticking time bomb of a mess and every other aspect of your life will suffer.

Also, sometimes the job sucks. I had a lady with a 10K deductible who’s husband had just passed and a pipe burst and pretty much the only thing ruined was her memories of her husband, boxes and boxes of photos and letters and clothes and keepsakes. That was a shit conversation to have but I drove to her house and looked her in her damn eyes like a human and delivered the terrible news as gently as I could. There’s no way around that level of suck. Then some days, you get to hook up fat checks for people who really need it. It is what it is, it’s not your fault and it’s not your accomplishment. It’s just a way to put food on the table.