Exam Info

You're the Best!

If you've been in this business more than a few months, you've had this scenario happen. Names have been changed to protect the guilty.

An agent calls, and their first question is, "Are you still doing exams?" (Which -- as long as I've been doing this -- strikes me as about as dumb as someone calling CarMax, and asking if they still sell cars. But this is the usual routine).

After answering yes, the agent introduces himself, and says, "I've been using Susie Doe to do my exams, but I am not happy with the work she's doing. I've talked to other agents, and they tell me you're really good, and I'd like for you to start doing my exams."

Now the first time or 2 this happens, you positively beam for the rest of the day. Finally! Someone is recognizing my skill! Finally! My hard work has been rewarded!

Your honeymoon with this agent will last for several weeks or months. Then, however, you will find that this agent is unhappy with something you've done. And the agent will stop calling. Someone else will get the phone call you got.

When an agent calls me like this, I try to enjoy it while it lasts. It's flattering to be told that I'm the best around. But an agent like this is a malcontent who can't be pleased. The examiner before you couldn't, and you -- despite your best efforts -- won't be able to, either.

All of us are going to have agents move their business to us. That's a good thing. But when someone tells me I'm the only one who does a good job, that's ridiculous. I have competitors, and they're mostly quite good.

What's my advice here? First, when someone mentions a competitor, I try to praise them. You heard me. Because people expect you to criticise your competition. Being a nice person in such situations is good for you. Plus, you deflate the malcontent.

Secondly, as I've suggested before, treat everyone alike. When agents like this come into the picture, it's easy to try and please them. They will tend to ask you to do things you shouldn't do (such as cancel another appointment for their clients). Just politely tell them you appreciate their business, but you're already booked at that time. Or whatever. The bottom line is that we shouldn't treat old customers badly in order to curry favor with a new agent. Treat everyone alike. In the end, it's the best thing you can do for your business.

posted by Jim Huffman @ 8:42 AM