Whether it’s your personal brand or business, leaders that invest time and money in training their staff to provide superior customer service (value proposition), will place a heavy focus on ensuring their staff deliver such services with absolute confidence. The first step in this process, is to nail the first impression! Do this well (consistently) and the customer will keep coming back. Why, because confident staff, are empowered, energised and enthusiastic to do their very best, more importantly they will make it happen!
Not one to shy away from getting value for money, I put the top 5 car insurance providers to the test last week. What dawned on me was the amount of information (PERSONAL information) these insurers were demanding before we even got to any questions about the car (yes I made it clear I was shopping around for the best deal) not signing my life away….just yet.
What struck me was the deliberate misleading by Youi insurance which started with Get a quote now on their website. I never got a quote…instead I got a reply saying thank you for your enquiry, one of our representatives will be in contact with you shortly.
The next day a Youi representative rang me and proceeded with an alarming number of personal questions, which in my mind were invasive and inappropriately pitched so say the least. Thirty minutes into the quotation and after just about giving away my entire life story, I finally got the ball park figure for the insurance premium, which was less than desirable.
I felt as though I walked away with nothing and the insurance provider walked away with all this personal information about me. Sure there are privacy laws in Australia, but where’s the guarantee I won’t be contacted in the future, by this insurance provider, even though I’d asked them to destroy all my personal information.
This experience forced me reassess future dealings with service providers and the level of control I have in disclosing my personal information. Namely, a reminder to thyself that I have the power to divulge the level of information I am comfortable with and not the other way around. Service providers can request all the information in the world but it’s up to the consumers to draw the line in the sand and say no if they feel the questions are plainly inappropriate or unwarranted.
Do you feel like your privacy boundaries have been pushed by service providers beyond your comfort? How have you dealt with the situation?
- It gives you the fuel to speak up
- Opens the doors to challenge the status quo
- Enables you to influence, to turn an idea into reality
Regardless of your status, invest time in really “getting to know” your peers and vice versa. Do this and you will reap the rewards 10 fold as your efforts guide you in understanding personal preferences (likes/dislikes), as opposed to focusing on the technical, operational and/or strategic matters alone. Demonstrating commitment to the relationship, will aid in:
- More informed and cohesive decision making
- Critical thinking in time of need as a result of our global landscape, especially if challenged by remoteness, differing time zones, language barriers, technology, etc.
- Taking ownership/accountability rather than hand-balling issues
- Your ability to respond with confidence in a timely manner by exercising some discretion (accepting that sometimes you need to think outside the box)
Sometimes all we need is a fresh start to reinvigorate our passions and bring us back to life.
This week saw me entering a new chapter which started with cleansing myself of all debt. Sure there were some significant sacrifices to be made but I made a decision to stop living at the mercy of debt and focus on quality of life around me. This decision, whilst pretty overwhelming, has brought a sense of freedom to make some clear choices towards my passions and my future. The sense of empowerment I am feeling right now is remarkable and far outweighs any materialistic loss.
Decide today to make a fresh start and regain some control of your life.
Have a great week!