My insurance broker failed me miserably and nearly cost me a great deal of money on a real estate deal. Specifically, an account rep of that broker left me hanging on a deadline.
I chatted with the managing partner about the dilemma (to his credit he had responded personally to an email) and he had the account manager’s supervisor call to apologize and make amends.
I quickly informed her that I had gone to a competitor who had dealt with the problem immediately and that I would not need the agency’s services and most likely would be changing brokers and canceling my existing policies.
I explained to her I couldn’t wrap my mind around someone ignoring a desperate client and going home at the end of the day without at least a phone call of explanation.
Now I realize she’s trying to make lemonade out of lemons at this point, but her response was, “Sometimes we all need a good reminder of how important customer service is.” I fought the urge to suggest a swift kick in the butt might be more appropriate in this case.
I’ve not disclosed the name of the insurance broker because I’m not trying to be punitive. The good reminder the aforementioned exchange provided me is this: good, competent service trumps good reminders, genuine apologizes, weak excuses and everything else.
At the end of the day it is about going home knowing you’ve done what needed to be done to help your customer or client.