The Two Strongest Phrases Have Manners Behind Them
The two strongest phrases in Workers Comp causes more successful interactions than almost any other words. In the age of texts, tweets, emails, Facebook posts, etc., there is always a great time to be old school. In any insurance job, from agents to underwriters, to especially claims adjusters, one is going to have brushes with the general public that may be less than gracious. Staying professional in these cases seems to pay off in large dividends.
The strongest phrase (not counting please and thank you) will always be – “How may I help you today?” This is not a disarming statement. It is more of a “getting to the point” statement. Offering assistance will always be the best way to stem any type of emotional response from a claimant, policy holder, etc.
The other part of the phrase is to follow through with anything promised on a timely basis. That is a subject for a post on another day.
The other side of the table, so to speak, can always use the phrase, I need your help. In almost any business situation including insurance-based conversations, people will naturally attempt to help. That is the basic underpinning of the help blogs (such as this one) or any type of advice website. People want to help.
Sites such as Tom’s Hardware, a massive IT help site, were built on being the platform between the person needing help and the person with knowledge to help them. The website is a very simple concept that provides answers to almost any computer, smart phone, or software problem.
I have been asked by policyholders, claimants, claimant attorneys, vendors, and many other parties in the insurance process to assist with a problem. My answer is usually the same – Call or email the person that is handling your audit, policy, claim, etc. and politely ask for their help upfront.
Patience is another virtue that has been lost to some degree on the “instant info” society of today. Giving adequate time to the person that is handling your problem is just as important as asking for their help.
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