- Joined
- Sep 14, 2011
- Messages
- 26,629
- Reaction score
- 6,661
- Location
- Florida
- Gender
- Undisclosed
- Political Leaning
- Conservative
I don’t think I ever do that. If I ever find myself acting frustrated with an employee over something that isn’t their fault I will usually caveat my frustration with something like, “Look, I know this isn’t your fault”. That way they know I am just venting and not to take it personally. But I think it is still good for employees to see that frustration. If it happens enough it might make its way up the chain and cause a change to stupid policy. Though I am sure that usually it doesn’t.
If the episode goes south, I’ll try to let the rep know that my problem is not with them personally. I will als ask if there is a supervisor that I can address the issue with. To the OP, I was in the auto repair business for a while and we had an adjuster who acted as though the check was being drawn on his account.......
So being in the insurance industry I deal with this a lot. A lot of times there is absolutely NOTHING that can be done for you by the person in front of you. They don’t write the policies. They just inform you of them. And if they try to break policy...they lose their job. Since I started in the insurance industry I’ve tried to be more cognizant of that. I can honestly say it HAS helped in some of my negotiations with apartments and stuff. But I still slip up (the DMV was tough and I got on to a guy behind the counter but he told me incorrect information the last time I was in causing me to waste my time and then he handed my information to the wrong person who I had to stop from driving out of the parking lot...ugh). Needless to say I was little sour when I found out I didn’t quite have the right information I needed 2nd trip around (or that the information I hasn’t in the right format). I shot the messenger a little bit.
So. Just out of curiosity...do you find yourself shooting the messenger frequently? Are there certain times where you can’t help it? Why?
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What you described wasn't shooting the messenger. He actually screwed up, so chastising him for it is appropriate. As laong as your response was appropriate to the offense.
So being in the insurance industry I deal with this a lot. A lot of times there is absolutely NOTHING that can be done for you by the person in front of you. They don’t write the policies. They just inform you of them. And if they try to break policy...they lose their job. Since I started in the insurance industry I’ve tried to be more cognizant of that. I can honestly say it HAS helped in some of my negotiations with apartments and stuff. But I still slip up (the DMV was tough and I got on to a guy behind the counter but he told me incorrect information the last time I was in causing me to waste my time and then he handed my information to the wrong person who I had to stop from driving out of the parking lot...ugh). Needless to say I was little sour when I found out I didn’t quite have the right information I needed 2nd trip around (or that the information I hasn’t in the right format). I shot the messenger a little bit.
So. Just out of curiosity...do you find yourself shooting the messenger frequently? Are there certain times where you can’t help it? Why?
Sent from my iPhone using Tapatalk
So being in the insurance industry I deal with this a lot. A lot of times there is absolutely NOTHING that can be done for you by the person in front of you. They don’t write the policies. They just inform you of them. And if they try to break policy...they lose their job. Since I started in the insurance industry I’ve tried to be more cognizant of that. I can honestly say it HAS helped in some of my negotiations with apartments and stuff. But I still slip up (the DMV was tough and I got on to a guy behind the counter but he told me incorrect information the last time I was in causing me to waste my time and then he handed my information to the wrong person who I had to stop from driving out of the parking lot...ugh). Needless to say I was little sour when I found out I didn’t quite have the right information I needed 2nd trip around (or that the information I hasn’t in the right format). I shot the messenger a little bit.
So. Just out of curiosity...do you find yourself shooting the messenger frequently? Are there certain times where you can’t help it? Why?
Sent from my iPhone using Tapatalk
So being in the insurance industry I deal with this a lot. A lot of times there is absolutely NOTHING that can be done for you by the person in front of you. They don’t write the policies. They just inform you of them. And if they try to break policy...they lose their job. Since I started in the insurance industry I’ve tried to be more cognizant of that. I can honestly say it HAS helped in some of my negotiations with apartments and stuff. But I still slip up (the DMV was tough and I got on to a guy behind the counter but he told me incorrect information the last time I was in causing me to waste my time and then he handed my information to the wrong person who I had to stop from driving out of the parking lot...ugh). Needless to say I was little sour when I found out I didn’t quite have the right information I needed 2nd trip around (or that the information I hasn’t in the right format). I shot the messenger a little bit.
So. Just out of curiosity...do you find yourself shooting the messenger frequently? Are there certain times where you can’t help it? Why?
Sent from my iPhone using Tapatalk
A long time ago in a world far, far away I was a practicing alcoholic and all messengers were shot simply for being ****ing messengers. Fortunately I found sobriety and have learned to be as kind as possible, as MY attitude will often shape results.
I do not so it to reshape results, I do it to maintain my sobriety through at least a nod to serenity. No, the person in front of you probably can't do much, but often they can. Take the example of two local stores. I bought socks at one, and as usual simply stripped them of their packaging and put them in a drawer only to discover a week later they were mis-labled and too small.
The young man on duty refused to make an exchange because it had been too long and the packaging was gone did the worst ****ing thing you can do in customer relations and cited "policy"...a word resembling "police"
OK, "thank you for your time" and I left with my mis sized socks which were quickly distributed to some street people. From there it was off to store number two...where a year ago last fall I went in to buy new winter boots. They were out of the ones in my size for the style I wanted. But the woman on duty decided to sell me a different style worth $80 more for the same price. Why? Because we had had a chat about pain management and her father, like me suffers from migraines.
On this trip though I only bought socks and will be buying all my socks, shoes etc. at that store from now on.
In this tale of two stores can anyone she who was the asshole?
I don't blame employees for using "policy" as an argument. I get customers asking for ridiculous **** all the time, although I only pull the "policy" excuse as a last resort after offering alternatives and then the customer still rejects them.
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