Today, I had to tell a client their coverage wouldn't apply to a devastating loss. It's these conversations – the ones where I'm delivering bad news to someone already struggling – that stick with me long after the workday ends. How do you cope with these emotionally difficult aspects of the job?

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I always focus on how I can help them even when it’s not a covered loss. Can I help them explore other means to handle the issue? Can I connect them with a charity or nonprofit that can assist? Some of my most satisfied clients are those that get the help they need through other means.

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