It’s interesting Bill. When I was writing about the service trigger “being powerless,” I thought a lot about how many people can feel with insurance. They don’t know they are with a company with bad service until there is a claim or a problem, then it is too late and they feel completely powerless.

You make a terrific point about not going silent — it’s that abandonment thing, and it gets customers riled up quickly.

Would love to have as many LU people as possible on the webinar. Thanks for passing it along!

I responded to you over at Kaarina’s place earlier. Let’s make it happen sometime in Dec.

My business (insurance) seems to have more bad customer experiences than good. Being a glass half-full kind of guy, this is what creates opportunity; sometimes for you, sometimes against you.

Whether it costs you an account or not, I try to at least communicate and if you want to beat me up verbally then go at it; but I’m here and I didn’t go ‘silent’ on you.

In my world, most bad customer experiences is a financial one and sometimes you just can’t make it better. That’s why I try to do a better job on the front end of educating so at least they know what to expect if certain events happen…and I’m there to help walk them through it.

I’m interested in the Webinar and would like to pass this through to our IT/social person and get our service team on board. They are usually so busy putting out fires they don’t have the opportunity to see things like this.

Ready to pop a cap to two? The weather is getting right….