Had an encounter recently – no other way to put it – with an admin at a local company. Let me just say here and now had I walked into that office myself without a referral, without my better half standing there, I’d have walked right out. I made a simple request – I wanted to compare this business’s prices with that of my current company. So I walked in and asked for a price comparison.
The admin’s response, which was loud and edgy (while looking at my husband, not me): “But I just gave you that a few weeks ago!”
Me: “Yes, you did. However, I want to compare your rates to mine based on an identical comparison. What you gave was…”
Admin, still looking at my husband: “That IS what I gave you! Here’s the price, right here!”
Me: “Yes, but that’s not identical to what I have currently. I want to compare…”
Admin, getting really steamed at my husband, who hadn’t said anything yet: “But that’s less service than what we’re offering! Why would you want that?”
Husband, seeing my blood pressure rising: “She knows that. She just wants to see an apples-to-apples comparison.”
Admin: “I’m going to have to change this up! You’ll be getting less service! Why do you want that?”
Husband, getting exasperated: “We don’t want that. We just want a side-by-side comparison.”
Admin: “You’re not understanding me. I’m giving you a better service plan. Why are you changing that?”
Husband, voice raising: “You’re not hearing me. We’re not changing anything. We are looking for an apples-to-apples comparison. Nothing more.”
Admin: “I don’t understand why you want to lower your services. This makes no sense.”
He tried one more time: “We want a quote based on her current plan. Nothing more. No permanent changes. Just a comparison. She’s trying to determine her final cost.”
Admin: “Well, I’m going to have to change all these numbers.” Turns her back to us and starts typing. It took her all of two minutes to make those minor changes, yet it took her five minutes to get steamed, argue, and block all conversation. And she left a very bad impression, one I won’t soon forget.
There was a point I wanted to pick up my current plan paperwork, wish her good day, and walk out. Had he not been there, I would have. Had her boss not come in and smiled and treated us like customers should be treated, I’d have never bought anything from that company.
My husband said, “She’s a bit volatile, but she’s excellent at her job. And she’s only been like this in front of me twice in all the years I’ve been doing business with them.”
Know what? That’s twice too often. If I walk in that office again, she’d better be sweet as the day is long or I’m moving my business right back out of there. And I’ll tell her boss why. Customers should be treated like customers, not like dolts who don’t get it by people who don’t listen.
That begs the question – is this woman, and others like her, in her current job because of her talent? If so, is that enough of a reason to keep someone with so few people skills? In the writing world, I’ve seen a few writers who barely hang on to careers – not because they’re not talented, but because they’re just impossible to deal with.
How about you? Do you think talent is enough? When was the last time you got lousy service from someone with supposed talent? Conversely, when did someone rock your world by acting professional AND doing a good job?
I'll also be talking with her boss today and expressing my upset. Husband and I were discussing it again last night. She'd put him off, too. He's had his business there for 20 years, and that's the only reason why he remains. The owner needs to know that.
He nearly asked her if she acts like this with all new customers, because hey, I'm a new customer. I'd never set foot in that office until yesterday. She assumed because we were married, there wasn't a choice for me, and she even said, "A husband and wife can't have separate policies." Want to bet? I've had a separate COMPANY handling my business for years. And I know enough about your business, woman, to know you're stretching the facts on that one.
Yes, I'm still angry.
You should be angry. And definitely talk to the boss. Not only did she treat you badly as a customer, she used gender discrimination, looking to your husband when YOU were the one speaking.
No one's "talented" enough to get away with that kind of behaviour unless they've just come up with a cure for cancer.
Must be something in the air. Recently hubby and I decided to evaluate our life insurance, and we decided to make some changes, including cashing in some whole life and switching to term. Our agent made her pitch for us not to make the changes (okay, I get it, it was residual commissions at stake for her) but then wouldn't let it go. We asked her for some figures. She sent some. Wrong ones. We asked again, she sent the wrong ones again. We pressed again, and she said they must not run the illustrations that way (baloney!). Then she told us hubby was approved for term at "preferred" rates, and sprang on us at the last minute, "oops, sorry, you weren't approved at the preferred level, but it's still better than what you're paying now." We told her we were going to stop contributing to some of our other whole life policies and let dividends take care of the payments because we need the cash flow for college tuition, etc. So a week later, she's asking if we're ready to start up payments again. Hello? Is she even hearing us? And this is someone who is supposed to be on of the best in her field. The only reason we are staying with her -for now- is because her insurance company is one of the most financially sound in the country (and no, I didn't take her word for it). Hubby just found out if we get some life insurance from the same company who writers our auto and home, we'll get a discount on them. So she may lose some of our business after all.
What ever happened to good old fashioned listening skills?
Long time no see, Eileen! How've you been?
I understand insurers don't want to lose business, but giving crappy answers and lousy service is NOT going to make anyone want to stay with them.
It was apparent throughout our exchange that she was not listening at all. She had it in her mind that THIS was what we were doing, not THAT. I think my husband was biting his tongue in half – he's prone to getting right back in their faces and demanding proper treatment. I'm actually quite surprised at how well he behaved given what the woman was laying on him. Naturally – the time I really hoped he lay into someone! LOL
I worked in an insurance office for two years. I know it takes nothing to move those numbers around. I also know that when someone makes a request, you honor it. If they decide to lower coverage, you give a short explanation of what that could result in, such as taking away comprehensive coverage and opting for liability only. You don't hear "change the numbers" and lose your mind all over the customer because in your head they're being idiots.
She never heard us. The boss came in and heard just the tail-end of the conversation (after the woman had clammed up) and repeated to ME what it was I wanted, then she showed me the papers the admin had printed but never bothered to show me.
Devon, I'm talking with the boss on both counts. I'M the one with the money here. I'M the new customer. Talk to ME. He just brought me to the office so I could find it.
Seriously, if you'd seen this woman and had been hit with that loud "What the hell is your problem?" attitude, you'd probably understand why I'm sitting here, days later, on slow burn.
I would have gone ballistic in the office. And taken my business elsewhere. This is a buyer's market — you want my money, you earn it. You treat me like crap, and you will see the hit in your numbers.
Behaviour such as hers drives customers AWAY. It's patterened behavior, not individual behaviour,which means she will alienate enough customers it will show in the numbers.
And let's face it, if she had so much talent, she'd have been promoted a long time ago.
My problem is I'm much better at dealing with these types in hindsight. I should've timed my hissy fit for when her boss arrived. I should've explained calmly to the boss that my business, and possibly my husband's, was walking right back out the door. Ignore the admin altogether. People who get heated like that usually live for the fiery exchange and the chance to prove themselves right. What gets me is as she's fussing and strutting, she has no idea I WROTE the insurance licensing course she probably took.
But I'm a dolt, right?
Ah, Lori,you are no dolt. Most of us do better in hindsight, coming up with those great responses we wish we had thought of earlier. So you're still burning up…breathe deeply, do some stretches, then write a very professional letter to the boss explaining in detail why you won't be giving them your business, now or in the future. The boss needs to know what a poor impression this employee gave to you. (For all you know, her attitude and approach to clients might be a recurring issue on her performance evaluations. If not, it should be!) In my opinion, life is too short to have to deal with people like this admin. If she's acted this way twice, chances are she'll act this way again. There's another company out there who will listen and give you great service.
Lori:
As always, great post on an important topic. Here are a couple of quick thoughts after reading what you wrote:
* Not to pick any fights with yer husband, but I have a problem with "She's a bit volatile, but she's excellent at her job." To me, this is akin to "He occasionally beats his kids, but otherwise he's a great Dad." This woman's customer service skills (or, again, lack thereof) are just as much a part of her job as is her supposed computational wizardry.
* Continuing with this theme, this story is an excellent reminder that we are *all* in the customer service business. I don't care if you're handing bags of burgers through a drive-thru window or attempting to negotiate peace in the Middle East. Everyone who is lucky enough to have a job these days is providing some type of service to some type of (say it with me here) customer. This woman isn't being paid to crunch numbers — she's being paid to crunch numbers *for her customers*. Big difference — and one she and her supervisors have apparently missed.
* As for your frustration at not having addressed this unprofessional behavior at the time it occurred, I think you can turn this delay to your advantage. Calling this matter to the supervisor's attention at a later date, when the emotions of the moment have subsided (somewhat, at least 🙂 will, I think, allow you to address the problem in a more calm & professional manner than might have been possible at the time.
Looking forward to reading the follow-up report!
Thanks, Hugh. I agree. Time will allow me the space to give a proper, well planned response. I did call yesterday and naturally, the boss wasn't in.
Cyndy, life IS too short. I make it a point to eliminate contact with people like this. I was practically willing that woman to answer yesterday when I called. I was prepared to give what was received.