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In response to “The customer is not always right”
Yes, clients can be taxing even for the best of agents and so can life companies as well. After 25 years of servicing policyholders on behalf of insurance companies, I finally had enough and fired them, i.e., terminated my contract. A lot of companies talk about loyalty and customer service but they soon forget that agents and brokers keep them in business. Some are so predictable that as soon as your production drops off they will send a collection letter for repayment of commissions. But do they ever think that the agent might be having some problems personally and professionally? No, they don’t give a damn about you or your family. The customer is not always right and I also say companies are not, too.

In response to “The power of the personal note”
Yes, yes, and yes. We all love hand-written notes and receive so few of them. They’re a pleasure to write and a joy to receive. Personal notes are a great way to stay in touch, but they’re also just plain good manners. To paraphrase what I read recently… “If you have the time to eat the meal I’ve prepared, you have the time to write a note.”
Joanne Black

In response to “Did Glenn Neasham get what he deserved?”
Dementia or not, did the client not benefit by over $40,000 in gains in her annuity? Could this money be used to help with medical expenses? This was an awesome deal, and one I think any agent would be compelled to put together. It seems to me that this is just a case of the DOI rep wanting to burn someone really, really badly. This is the real problem. Instead of agent support, the DOI is becoming the insurance equivalent of the KGB. The only solution to this is to know what commissioner NOT to vote for. It’s the only language politicians understand. On another note, as for our office, we have a written policy now that persons who are over 65 sign their papers in our office, and in an office suite that has video cameras. This is the safest move.

Personally, I’m getting kind of sick of this whole Neasham thing. There won’t be much change, mark my word. The insurance industry evolves out of necessity due to the public’s perception of us being a bunch of crooks—and many times we live up to it. Has anyone, anyone, thought what would have happened if Neasham just walked away? No Neasham story!

Great example of the courage it takes to stand up to the “system” when it gets it wrong and puts you in its sights. Its destructive power, right or wrong, is immense, as Glenn could surely verify. I ask all the people who want to argue ethics to put that argument aside for now and simply consider this. Glenn Neasham was convicted of felony theft beyond a reasonable doubt. But nothing was stolen. The buyer and her conservator made a profit on the transaction. That fact is unchangeable and unarguable. So someone has been convicted of theft that did not commit theft. I do not care if the “theft” is of a commission or a six-pack of beer. A wrongful conviction harms us all and when we know one has occurred we must all stop to help that person get out from under that wrongful conviction just as surely as it would be a mistake to walk by a traffic accident and not offer assistance. Glenn’s case raises all kinds of discussion about industry issues. But to me, the most important issue raised is that a man stands wrongfully convicted of a crime he could not have possibly committed. I’ve personally donated to his appeal fund. If you believe that Glenn is wrongfully convicted, I urge you all to consider doing the same.


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