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Who’s on First?

Who’s on First?

Once upon a time I was at an executive meeting at an insurance client. The debate at the table was whether to give priority to independent agents’ various demands for priority, or to customers (called “insureds”). I finally asked the group, “Could you sell insurance to customers if there were no agents?”

“Yes,” they said, “and we often sell direct.”

“Could you sell insurance if there were no customers and only agents?”

There was a stupefied pause.

“Next topic?” I asked.

While I believe, also, that you can’t have happy customers without happy employees, you also can’t plan to have happy employees at the expense of customers!!

Written by

Alan Weiss is a consultant, speaker, and author of over 60 books. His consulting firm, Summit Consulting Group, Inc., has attracted clients from over 500 leading organizations around the world.

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