Customer Service Opportunities Come in All Shapes and Sizes

Doesn't seem to matter if it's Real Estate or Insurance -- Customer service is an interesting phenomenon. We never know exactly what form it might take when it's opportunity comes our way. We struggle to gain new clients, leads and Spheres of Influence, but to we have the same passion when it comes to serving our existing clients? Somtimes I'll see these opportunities as chores or 'necessary evils' of my business. Sometimes I see them for just what they are: A golden opportunity to bless the life of another person because of what I know, who I know, and what I can do with that knowledge and experience. Here's just one such occasion where I think I "got it right...."

A policyholder of mine called me. She's been insured with me for over 20 years and has been a great State Farm customer. I've been very helpful to her over the years surviving a family break-up and some financial setbacks she suffered. All that to say, we have a great working relationship.

Apparently her 20-somthing son returned to his car to find the gas flap open and the cap off. Looked as if someone had been getting some 'discounted gas.' Car was down to 1/8 of a tank. The car started up ok and he drove to school. After school, the car wouldn't start. First thought was that 1/8 of a tank isn't going to take you very far.

Took the car to their mechanic who said something was put into the tank and everything from the tank, to the filler valve, to the filter, to the fuel pump, and on into the fuel injection system was clogged w/ 'gunk'. He didn't know the source of the gunk, but it was gunk nonetheless.

The State Farm estimator looked at the car. The estimator is the eyes and ears of the adjuster (who sits in the office and makes the decisions). The estimator believed it all to be deferred maintenance and wear and tear. There was a report, photos and many of years of experience behind the estimator to support his findings. It all made sense to me, but it didn't support the surrounding facts. You know.... Tank open, car not running, problems with everything in the fuel system and the rest of the car has been kept in great shape. Sounds fishy, right. OF COURSE RIGHT!

First I called the shop doing the work. Dewey told me that there was some kind of gunk in the tank and he was sure there was something going on besides wear and tear. I made notes and then called the adjuster.

Lucinda, the adjuster (the one making the decision) was pleasant and very business-like. I pleaded the case on behalf of my long-term customer. She was resolute that the estimator had made the right call of WEAR AND TEAR. She cited verbatim from his report and indicated where there were photos to back the conclusions. She also said that the mechanic, Dewey, had indicated that there was NO SIGN OF FOUL PLAY! Now that was exactly contrary to what he had told me. I simply listened to the information, made notes and thanked her for her time and thourough explanation.

Then I paid a little visit to Dewey.

Dewey was busy with an emissions test running the car on those big rollers so he can to 60mph while staying in one place. I LOVE THOSE THINGS! Anyway.... He sent me to Si (pronounced See), the owner in the office. Long story short... Si said he didn't really know what happened to the car but there was NO WAY it was deferred maintenance or wear and tear. That was all I needed to hear.

I called Lucinda's (the adjuster) supervisor, Randy. Explained the situation: Long-time policyholder, adamant about the vandalisim claim, only damage to the car was ALL ALONG THE FUEL SYSTEM... tank, filler valve, filter, etc.... with no damage anywhere else. Pointed out to him that if this went to small claims court, we'd LOSE! BIG TIME! He agreed and thought it reasonable to pay the claim.

I was honestly a little shocked at his 'reasonableness'. I'll have to make a note of this guy for NEXT TIME!

Needless to say, the customer was thrilled at the "sudden" turn of events. I gently reminded her that she wouldn't get this kind of service with GEICO or AAA or 21st Century. She heartily agreed.

All this to say...

Customer service is key in our type of business. All we sell is what we do and what we know. I knew how to maximize my chances of turning this claim in our favor. I knew how to massage the system to get the best results. I'll tell you, it's not with high decibles and harsh words. It's about knowing the language of your business and how to best use your knowledge and experience to extract the desired results from less than desirable situations.

Till next time...