An internationally-recognized commercial loss adjusting firm spent significant amounts of management time, not to mention dollars, in an effort to recruit highly experienced, and highly compensated, senior adjusters for their planned growth strategy. Finally successful in capturing two solid prospects, Sam and Dave, the trade press was notified and both individuals were brought aboard with high expectations and plenty of buzz. Twelve months later, Sam was doing great and delivering more results than expected, and had lots of happy clients. Dave, however, had resigned after just nine months on the job.

Nothing too unusual, but why do two individuals, each with similar backgrounds, credentials, and earnings history, deliver such different results? After all, the same management team recruited them both, each received nearly identical pay and benefits packages, and they even worked through the same branch office. They were mature, career adjusting professionals; what went right for Sam and wrong for Dave?

Before putting on our psychiatrists' hats, we should take a closer look at the elements of the trade we call professional claim adjusting, and consider some of the factors that might have contributed to Sam's success in his new post, while causing Dave to quit prematurely.