In Search of Manners in the Insurance Industry

OK, I'll admit, the title is misleading. This article is NOT about lack of manners specifically in the insurance industry. This is not about marketing, or SEO, or brand awareness. This is about manners, period. Especially in business.

Go ahead, call me old fashioned. Maybe I am. I admit I do raise my ass off the chair when a woman at the table gets up from the table.

This post will be a bit of a rant, so prepare yourself. Add to this I am a guy, so this will DEFINITELY be an unorthodox subject. Yet even I admit insurance is not the most riveting subject. Important? Sometimes. Necessary? Absolutely. Please allow me to step up on my soapbox.

In my opinion, I think that in this technologically driven world, some of us have forgotten our mother’s advice and morphed into a group of rude info junkies whose connectivity and linked-up-ness has made it acceptable to be inconsiderate.

What do I know? I run a Bay Area insurance brokerage, Fifth Street Financial Group. Am I qualified to dole out such proper advice? That is debatable, but I HAVE witnessed some of the incredibly insensitive examples below.

What Has Happened to our Manners?

Standing in a 10 person line at Starbucks, a jawboning, mobile phone attached to the ear, bozo, is at the counter and was just politely asked, “Good morning sir, what can I get you today?” This arrogant SOB has the audacity to give the universal ‘WAIT” index finger, and proceeds to hold the line up another 30 seconds while he wraps up his conversation. When he does come up for air there is no smile, just a snarl, “I’ll take a double latte…” No TY, nothing. Are you kidding me? What are you, 3 years old?

Stuck in bumper-to-bumper city traffic, you generously let that car that cannot get out of the parking lot in. No wave, not even a head nod? Come on! Here come the expletives!

I am trying to teach my 6 year old about chivalry. I know what you’re saying, silly rabbit. But it is never too soon to teach him about walking on the curb side of the street when with a lady or letting them go first. Yes, I guess I am old relic.

Why is Saying No in Business So Difficult?

We are hiring new agents. Several have emailed their resumes. I try diligently to leave a voice mail, or an email (or both) within 24 hours, usually same day. I have many applicants who must find it difficult to send a reply email, "Thanks but made other arrangements." I am good with that. I am not fine with leaving a message AND email and getting nothing. We are in a service based business. You call us three days later? Strike three, bye, bye. You contacted us, remember?

A several hour lunch meeting is conducted with a potential client, who shows interest in your services and asks for more info. A detailed follow-up email is sent in response to their inquiry. No response. Then a phone call a few days later. Silence. A follow up to your original email is sent. Not a word. You spent time with that person! You broke bread together! Don't you feel compelled to reply?

You find a better deal elsewhere. That’s cool, happens all the time. Have the decency to send a 10 second email. Bet Mama taught you to say, “No Thank You.” Shame on you.

Lunch with my Smartphone-Ever had that lunch with the idiot who can't turn off his mobile while you eat? His lack of respect will carry over into other avenues of your business relationship. Skeptical? I'll bet you a lunch without your cell.  

The Remedy

Ask yourself, did that stranger just go out of her way to accommodate me? How about a simple TY and a smile? Do you realize that simple gesture just improved the day of that person?

Do what you say you’re going to do. If you tell someone you will get back to them, do it.

Now if you legitimately forget, that’s one thing. We all occasionally forget to add that date to our calendars. What I am talking is total narcissistic lack of respect for others. You are NOT more important than everyone else. Take a few moments, maybe only a few seconds, and acknowledge the gesture that person just did for you. Next time you are making a Starbucks run, ask your co-worker if he would like a cup. Bet he’ll do the same for you next. Just make sure you get off your phone before that nice barista greets you.

OH...AND DON’T FORGET TO SAY THANK YOU!!!  I know your mama would be proud!

The opinions expressed here are the blogger's and not necessarily those of the local editor's or anyone affiliated with Patch.