What does your office look like? This is what Heather Bowers’ “office” looked like at 9:00 pm last night when a client called her. We were at Walgreens picking up RX’s for our son who isn’t feeling well when her phone rang. It’s easy to decline a call in that scenario but that’s not how we operate at Lone Star Benefits, Inc.! We don’t just claim our service is the best, we back it up!! Want to know why a client would even think of calling at that time?? Because they’ve experienced our service level and they know we will answer those calls and help them anytime we can!
Jason Bowers this is just awesome to see... If you hire people with servant leadership in their DNA this call is not seen as a "Bother" or "Annoyance". I cannot tell you how many times people on my team have called me on a weekend or late in the evening with something that was very important to them. I have enough of a moral compass to know if I am just standing around at CVS like Heather Bowers that a 2 min call is not going to kill me and may just take monumental stress of a person on my team because I was able to help them. I view it as a "Get To" not a "Have To" Awesome stuff and congrats on having a team of people that love doing what they do so much. Kudos man...
Interesting interpretation. I respectfully disagree. I think great customer service and going above and beyond are a huge part of me. But I can tell you, my God and my family come first. Setting expectations of myself and my clients to respect each others time is huge. I believe you can be the best without compromising that. I think a client would absolutely do business with someone who puts their family first and doesn’t compromise that for their clients. That in my opinion is respect and great customer service. It’s this mentality that can ruin families and lives and gives a mixed message on priorities to our children.
This ad totally backfired.
Very high “give a shit” levels Can’t teach it You are born w it I wish you could bottle it and sell it Great job Bowers team 💪🏻💜
Can be good sometimes, but often can suck for the one who answers these calls too often
Anykne who has been in the insurance space for some time has received this call. What separates consultants is who not only answers but gets it done! Kudos!
Jason Bowers GREAT job documenting the journey.
I will take the opposite view. This is what I see: I see an employee who absolutely hates that her employer has that kind of expectations and doesn't respect their employees. She wants to care for her son in that moment and NOTHING else. Deep down, she absolutely despises everything about this situation. In five years, this young lady is going to pack her shit and open her own shop. One in which she can still kick ass for herself and not to line someone elses pocket. I hope she takes her clients and the rest of the firms with her. You are working with benefits. NOTHING is so important that they need 24 hour access to you.
If a client is calling, I always answer immediately or text immediately that I will call them back soon. They know it’s 9pm and they likely have a long night in front of them. It’s kinda shocking how many people show so little concern with helping clients out of a bad situation. Clients also need to understand that we have families, other clients, etc and that means we can’t always drop what we are doing to immediately help them. It’s a balance.
Employee Benefits and Retirement Guru
3wI'm not answering a call at 9pm. Calling it "how we operate" isn't necessarily best service but more so an unbalance of work life balance. There's also something to be said about an entitlement of a client to call pass business hours. Not great balance on both ends in my opinion.