About Good Returns  |  Advertise  |  Contact Us  |  Terms & Conditions  |  RSS Feeds Other Sites:   tmmonline.nz  |   landlords.co.nz
Last Article Uploaded: Sunday, March 24th, 5:30PM
rss
Latest Headlines

A question of culture

The problems of breaking out of a current worldview were exemplified in a series of comments on a Good Returns article recently. Two industry stalwarts had proposed a new approach to commission.

Monday, March 11th 2019, 9:11AM

by Russell Hutchinson

Russell Hutchinson

An award-winning adviser mused about how that might be applied to renewal commissions – and if servicing commission should move with the client if they change advisers. He got a roasting in the comments – some rough handling from those that like their debate. But the interesting thing was the language.

“Poacher” was used, and so was the word “Gamekeeper”.

I won’t re-hash the arguments, I want to focus on the language.

Gamekeeper is intended to be a good term, and poacher a bad one.

We, meaning the insurance industry, know this because it is our culture. I know what is meant by these words, and almost automatically agree… after all, I have probably used the metaphor of poacher and game-keeper myself in the past. So, I have no particular problem with the comments. Except… it becomes so easy.

We may also talk about hunters and farmers – and sometimes it is good to use such metaphors. But perhaps they have they become overly used.

Have we become blind to meaning, context, and the perspective of customers? It is just like the issue of client ‘ownership’. We know what that means. No one knows better than advisers just how difficult it is to build trust with clients, and how easily they can be lost. No one means it badly, it just sounds so bad.

So, I searched up some examples of different names for clients. Any industry that refers to customers as anything other than valued clients is in trouble.

You can find them yourself, but a big airline that referred to passengers as “cattle” quickly discover that they have a major problem with customer service that runs deeper than just a label.

Or the investment banker that called clients “muppets” – now there’s a problem.

Or the car dealerships that refer to clients as “grapes” or “bunnies” or “squirrels” – well I wouldn’t want to buy a car there, would you?

Okay, perhaps, in passing, in a context where we wanted to talk protectively about clients, maybe, all good. But when commenting on an issue identified in the conduct and culture review. Maybe not.

Language counts, and I want mine to count in the conduct and culture debate. For example – when we come to talking about commissions, licence conditions, or service models.

Tags: communication insurance Opinion Russell Hutchinson

« Rethinking adviser remuneration

Special Offers

Comments from our readers

No comments yet

Sign In to add your comment

 

print

Printable version  

print

Email to a friend
Insurance Briefs

AMP leadership skips bonuses
AMP's group leadership team will receive no-short term cash incentives for this financial year, a move that will cost them hundreds of thousands of dollars each.

Newpark signs deal to connect with migrants
Newpark has agreed to a “strategic partnership” with immigration consultants Ezymigrate.

AIA Group reports double-digit growth

Accuro boasts growth
Accuro has added another 5000 clients to its books in the past year.

News Bites
Latest Comments
  • [The Wrap] Soothing words from the minister
    “Apposite commentary from commentary in ifa Bulletin Risk by Adrian Flores - March 22, 2019 Life commissions ‘good...”
    3 days ago by Murray Weatherston
  • Partners pulls ads after mosque tragedy
    “Brilliant adds hopefully they return very soon.To be fair there wouldnt be an add shown that someone couldnt take offence...”
    3 days ago by Brian W Brown
  • Mint axes performance fees
    “Have to laugh and wonder why this wasn't an issue during 5 years as a FMA Board member. Mint appear to have had a reasonable...”
    3 days ago by MPT Heretic
  • Mint axes performance fees
    “Congratulations, Rebecca Thomas and Mint: on the face of it a positive move. Time for FMA to come to the party; and for...”
    3 days ago by Simon H
  • [The Wrap] Soothing words from the minister
    “Completely agree Murray. The insurers have taken the opportunity to kill off the trips, they're costly and a hassle to plan,...”
    3 days ago by JPHale
Subscribe Now

Mortgage Rates Newsletter

Daily Weekly

Previous News

MORE NEWS»

Most Commented On
About Us  |  Advertise  |  Contact Us  |  Terms & Conditions  |  Privacy Policy  |  RSS Feeds  |  Letters  |  Archive  |  Toolbox
 
Site by Web Developer and eyelovedesign.com