I work both in the insurance line and running my own side business (being my own boss) so hopefully my experience will be relevant to you.
A business should never accomodate a client further than the standard set out. If you're the business owner, set the standard for your employees and make sure they stick to it. It'll hurt your business in the long run if you don't value your time.
I saw the article and am very much on the side of the business owner. The agent girl should understand of all people, being a self employed - time is money.
If a client goes too far, you should typically absorb the loss (the idea you'll lose the client) as spending too much time and resources usually leads to much larger losses. I rarely make allowances unless the clients are of higher net worth or close to me, and even then it tends to cost me both emotionally and financially.
I work both in the insurance line and running my own side business (being my own boss) so hopefully my experience will be relevant to you.
A business should never accomodate a client further than the standard set out. If you're the business owner, set the standard for your employees and make sure they stick to it. It'll hurt your business in the long run if you don't value your time.
I saw the article and am very much on the side of the business owner. The agent girl should understand of all people, being a self employed - time is money.
If a client goes too far, you should typically absorb the loss (the idea you'll lose the client) as spending too much time and resources usually leads to much larger losses. I rarely make allowances unless the clients are of higher net worth or close to me, and even then it tends to cost me both emotionally and financially.