Age of Indiependence: "Sorry" Is Not Enough

Our creative energy kicks in when there is a problem to be solved! Don't miss this energizing convo on Age of Indiependence podcast with Quantum Assurance International’s Director of Education, Amanda Mapp. It turns out clients want us to solve real problems, and over-apologizing keeps us from seeing the best outcomes. This is an episode you don't want to miss! Episode Highlights: Amanda believes that fear of judgment or rejection keeps us from taking risks because we don't see risk as something that will benefit us regardless of the outcome. (8:56) Amanda agrees with Katlyn that if we can educate our children to have a mentality change, it will be tremendous for their risk tolerance and desire to take more risks. (11:38) Amanda discusses why the price is the most painful aspect of a policy. (15:41) Amanda discusses what factors influence her satisfaction. (18:47) Amanda believes that in the insurance industry, we must be extra creative in order to solve challenges (25:44) Amanda explains that regardless of where we were raised geographically, how we sound in general, not just like the things we say, can affect how the call will flow, and that the person on the other end of the line will impact how that discussion goes. (27:10) Amanda emphasizes the importance of associates understanding that they too are consumers. (29:53) Amanda explains that, instead of sharing a story, we may ask some questions to learn more about the client's situation, which also builds connection and ultimately works towards the goal of addressing an issue. (32:14) Amanda explains that switching the roles of customer and associate is one method to encourage people to understand how something sounds. (33:38) Amanda discusses why it is important to practice dealing with situations in stressful scenarios. (36:24) Amanda mentions TikTok as a wonderful way to learn that has a lot of very excellent knowledge since there are so many extremely educated and really talented individuals on there sharing their experiences and spreading a lot of information (38:12) Key Quotes: “Being a success is subjective but somebody being satisfied is internal.” - Amanda Mapp “In insurance, we have to get extra creative with solving problems. Because we don't have a one size fits all solution for people, at least it shouldn't be that way. So, we have to think outside the box and think how do we, adjust coverages or look at different carrier options to make sure that a customer's problem is actually being solved at the end of the day.” - Amanda Mapp “I think there's a disconnect sometimes where our associates don't always realize that they're also consumers. So they put themselves in only the suit, you know, in the worker position, right? And they don't think about themselves as the consumer.” - Amanda Mapp Resources Mentioned: Amanda Mapp Linkedin Reach out to Katlyn Eggar Quantum Assurance International