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How to Deal with Client ComplaintsHow to Deal with Client Complaints

Craig Hersch and Patrick Carlson discuss what planners can do when their clients complain.

Not all client interactions can be happy ones, but that doesn’t mean the relationship has to suffer.

While some clients have reason to be disgruntled, many others are simply venting about something that may not have much to do with you at all. Listening and deciphering what they’re actually upset about is a key skill for planners.

In this episode, Craig Hersch and Patrick Carlson discuss what planners can do when their clients complain. 

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About the Authors

Craig R. Hersch

https://estateprograms.com/

Craig R. Hersch is the creator of The Freedom Practice™, The Family Estate & Legacy Program™ estate planning practice system and The Estate Settlement Program™ probate and trust administration practice system. He developed these practice systems in response to the quickly changing and challenging legal marketplace. He authored four books, Common Cents Estate Planning, Legal Matters When a Loved One Dies, The Florida Residency & Estate Planning Guide and Selecting Your Successor Trustee. These books are all used in his practice systems.

Craig is a Florida Bar Board Certified Wills, Trusts & Estates Attorney, practicing since 1989. He is also licensed as a Florida CPA, and is a founding shareholder and director of a private state-chartered trust company. His varied background in law, accounting, tax and finance along with his participation in Dan Sullivan’s Strategic Coach program since 2005 provides him unique insights and capabilities necessary to multiply his practice.

To that end, Trusts & Estates magazine tapped Craig a “Practice Development Xpert” where he writes a column under its wealthmanagement.com website. He hosts three podcast series geared to estate planning professionals, clients and trust administrators. Craig writes a weekly estate-planning column for a local newspaper, and presents as a featured lecturer at continuing education programs sponsored by The Florida Bar, the Florida Institute of Certified Public Accountants and the National Business Institute.

Craig is married to wife Patti and they have raised three daughters. In his spare time Craig enjoys adventure travel, training for and competing in triathlons, including Ironman distance races, boating the southwest Florida waterways and spending quality time with his family.

Patrick Carlson

Director of Practice Development, WealthCounsel

Patrick Carlson, JD, LLM, is the Director of Practice Development at Wealth Counsel, which is a membership-based organization that provides estate and business planning attorneys with legal document drafting software, as well as educational services and nationwide networking opportunities in a community of over 4,000 professionals.

Patrick received his undergraduate degree in economics from the University of Oklahoma, his JD from the University of Oklahoma College of Law, and his LLM in Taxation from the University of Florida Levin College of Law. He is currently licensed to practice law in the States of Oklahoma and Massachusetts.