As an insurance agent I run into my fair share of crazies, a**holes and a good portion of the people are also pretty descent. But I definitely have those experiences that just make you want to hit your head up against something and say “What in the hell???” This past week, I have definitely had a few of those moments.
Being someone who obviously answers the phone for a business I would dare to say that “Thank you for calling can you please hold” is probably one of the most rhetorical questions out there. The correct response for all of you out there wondering why that question is rhetorical is ALWAYS yes. When you’re put on hold there about 2 scenarios, one is that everyone is busy assisting someone else and the other is that it’s simply not your turn. Yet you would be surprised to know how many people actually say no. Accept it’s usually not as nice as no. It’s more like a snotty “no actually I can’t,” or “I’m calling long distance so no,” or “I don’t have the time,” etc etc. To which I am supposed to say what??? So I grit my teeth and ask “Well how can I help you while you cut in line like a 3rd grader?” Ok…maybe I don’t say the 3rd grader part but oh boy am I thinking it. I mean come on people it’s a kindergarten level skill. And just like that you’ve lost your opportunity to talk to a sweet, informative and caring insurance agent because not only did we get off on the wrong foot with your childish demand but you’ve just pissed off that other client you cut in front of. And so now I’ve become the stereotypical insurance lady from the black lagoon. My solution… “Thank you for calling please hold.” Simple and sneaky and I all I had to do was take out the magic word “can” and it no longer becomes your option, but my demand. It’s all about the power people and I just took it back.
Thus my new motto “thank you for calling please hold.” I think it really teaches something, even to me… it has a deeper meaning behind it and that is that sometimes patience is the happy pill to life. Learn it, love it, and embrace it. Otherwise just get over it.
