Customer Support Tips: Empathizing With Bail Bonds Clients In San Diego CA

For any San Diego bailbondsman & bond agent, a new client is just a suspect from a precinct that made the call. Similar to former clientele, they would want the bondsman’s product because the selling point is freedom. However, this only applies to suspects who could not afford to post bail.

A first-time suspect is frantic and confused, and they want their freedom as soon as the judge posts their bail. Their first option is to call their friends and family to post bail on their behalf, or they can choose to do business with you. If they find your representative friendly and empathizing enough, they will reach out to you.

Understand Your Client’s Situation

man handcuffed

Business representatives must acknowledge that they are talking to a suspect. First-time suspects have the most fragile egos; they get confused, and they need emotional support during their incarceration.

A bail agent who can make the client comfortable through light conversation before presenting the service is one who empathizes with the suspect’s current state of mind.

A great example is to assure the suspect the process for gaining freedom before a court hearing is smooth and hassle-free. If the bondsman service offers clients payment options for the 10% down payment for their services, it can ease the suspect’s worries faster, allowing them to decide immediately.

Acknowledge The Client’s Viewpoint

Suspects could connect with business representatives and even give the latter their trust if the representative could recognize the suspect’s perspective regarding any subject.

Agitated suspects who are confused and furious about their situation could lash out against bondsman service representatives. Training representatives to keep calm and to agree with any of the suspect’s viewpoints helps pacify the defendant’s emotions, which allows him or her to think and listen better to the representative.

A calmed-down suspect helps a representative create an opening to introduce the service to post bail on their behalf.

Never Impose And Just Listen

tattooed man talking on payphoneNever impose the product immediately against a confused or agitated suspect. A small amount of empathy from a representative can help them to identify key words and phrases enabling the suspects to listen to their statements, such as “freedom” or “immediate jail release” among others.

A confused, unstable suspect would wish to express him or herself to anyone willing to listen or talk to them, which is your business representative. Allow your representatives to let the suspect burst out before conversing with them about your business services.

Use Client’s Name When Possible

Remind representatives that remembering the suspect’s name is essential to hold a personal conversation. Allow them to address the defendant in their real name whenever possible. Substituting “ma’am” or “sir” with the suspect’s real name takes away the formal setting of a business-client conversation, which somehow helps defuse suspects and allow them to warm up to the business’ services.

Set Boundaries

Some representatives may push the limits of empathy and could create personal conversations that do not only achieve the business’ image of genuinely providing outreach but creates promises the business could not keep.

Set boundaries for your representatives regarding the scope of their conversation with clients. The introduction of a personal aspect to the representative-client conversation is to make the suspect feel comfortable to the idea of paying for their freedom before their trial.

The personal tone allows defendants to listen carefully and confirm that the business intends to help sincerely and is trustworthy. Representatives must not promise anything the business can never deliver.