Many in the insurance world believe the price of insurance becomes more important to the client in the absence of value. How might a customer service representative add value to the insurance-client relationship?
Consider expectation and entitlement–there's a clear difference between the two. Today, our society has shifted from expectation to an attitude of entitlement. In some situations, the feeling of entitlement is self-inflated, while in others, the feeling is just and true…most especially when there's financial loss (or gain) at stake.
For instance, as soon as President Barack Obama was inaugurated, expectations to deliver on his well-articulated promises began to intensify. Then attitudes shifted toward entitlement, when taxpayer money largely became involved and corporate bailouts were handed out quicker than paper plates at a family picnic.
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