Wheat Wrote WHAT?!

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April 6th, 2007 at 04:58 am

Just Doing Their Job

A Tale of Two Attitudes ….

In one professional group, a member needed to get contact info for something about an upcoming trade show guide. She asked on Tuesday and got answers on Wednesday and by Thursday her situation was handled.

She asked “in the group” for two reasons, first out of consideration for the association staff – this week s one of their busiest times of the year and second, because that is Exactly what the group is for, providing association information to members of the Design community

In other words, she asked for information in exactly the proper place.

What was striking (well not if you know her) was that not only did she come back and thank those who had provided the info she needed, but to comment on the great service she had received AND named the individual who provided it.

It was also great that several people chimed in to comment about the employee of the association and their positive experiences with this person in the past.


Contrast that with another incident

Something happened recently to a member of the art community and it was pretty awful.

Bad enough, but then, as a result of a misunderstanding, there “seemed” to be an insurance problem. Instead of calling the agent who set up the policy, this person decided to go on a list of artisans and talk about how upset she was.

What followed was pretty much what happens – some chiming in with their own horror stories,
other talking about what they would do, like calling their lawyers, contacting attorney generals, and all sorts of what I would call – if all else fails type of suggestions.

Well the good news is that a person on the list, explained that it was not as it appeared. (Information a phone call to the agent would have gotten her sooner) – Rather, the insurance company was protecting itself – so it was more about good people having to take an extra step because of the wrong doings of others and there was a happy ending.

And the person with the problem also came back to let the list know that it was resolved.

The incidents seem the same, but what bothered me was that in one case great care was taken to praise the company employee who helped resolve the problem and in the second, it seems great pains was taken NOT to “name names”

And yes, it is great that a list member explained – including directing her back to the insurance agent who sold the polidy.

Yet, it sounds to me while the agent who sold the insurance may have not explained “how it works” but then, it also does not seem they were ever given the chance.

What that agent did do right, was make sure his client got the proper coverage to begin with.

If that had not happened, it would not have mattered how helpful the “fill in because your agent is out of the office today” guy had been, because he would not have been able to help.

If someone gives you good service, even if all that service is making sure you get what you need,

Why not be as quick to praise as we are to condemn when we don’t get good service.

Seems to me that when we fail to at least thank (even a “thank you to all”) those who have helped us, even it was “part of their job” – don’t we just make it easier for those who don’t to justify their failures because “no one cares”.

Is saying thank you really so hard.


Thank you Marsha for your help to all the members of our trade association, you are part of an unfailling helpful team of folks and many of us do appreciate all you do.

Thank you Jackie and Fredrikka and others who took the extra time to make sure good service did not go unnoticed.

Thank You T-F for explaining how and why the seemingly unhappy situation existed and could be resolved.

Last but not least,

Thank you Unknown Insurance Agents At A Company I wish I knew more about for your service and caring during and after the sale.

And a special Thank you to all who have helped me and whom I may have neglected to properly thank at the time.

Just something to think about

Peace of the Season


  • 1

    Just a few things . . .

    the original agency that sold me the policy does not return phone calls . . . ever . . . haven’t been able to speak directly to them in almost 10 years.

    The customer service reps at the insurance company repeatedly advised me to not file a claim on my insurance, but rather file a third party claim against the company insuring the individual who caused the damage . . . because it would hurt my record with my insurance company to file a claim . . . and my rates would go up.

    The adjuster with whom I spoke originally, did not, at any time explain or prepare me for the issue that upset me so much. I got the information about the issue after business hours, when there was no one to call who could answer my questions.

    I spent a sleepless night, and while waiting for someone to come to work so I could talk to them . . . I wrote the story of what I was going through as a cautionary tale.

    The unknown insurance agent at a company you wish you knew more about . . . gives no service and could care less.

    The unknown, substitute insurance adjuster who took the time to make it right, has been thanked . . . and a letter of appreciation has gone to his supervisor.

    If I didn’t live in a no fault state and if my car and home insurance weren’t bundled for a discount . . . I would have gone looking for a different agent a long, long time ago.

    damaged on April 7th, 2007
  • 2

    >>> The unknown, substitute insurance adjuster who took the time to make it right, has been thanked . . . and a letter of appreciation has gone to his supervisor.<<< Thanks for adding more details to the story.

    wheat on April 7th, 2007


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