Shake That Brain!® Solutions Volume 3, Issue 6

IN THIS ISSUE:

1. FRAUD HOTLINES, CUSTOMER SERVICE & A COMPLETE DISCONNECT
2. NEW YORK TIMES & PSYCHOLOGY TODAY “SHAKE THAT BRAIN!”

In last month's issue ("I Was a Teenage Whistleblower") I wrote about the ethics of insurance
fraud and how self-interest (greed) can lead to outright delusional thinking. For the ethically
challenged, here's the formula:

ME + "everyone does it" = OK for ME

For the ethically inclined, it's:

ME + "everyone does it" = trouble for everyone (including ME)

And that's why I felt compelled to pick up the phone and "blow the whistle on Dr. Ethics" –
but it wasn't easy.

First, I called my insurer's Fraud Hotline and was told that "No one is here to answer your call
right now but it will be returned."

Three days later I tried again.

Two days after that I tried again.

Finally, I tried sending a fax to their "Fraud Fax Hotline." Three attempts later a machine on the
other end picked up. (Why three attempts? Because, as I later discvoered, the number on their
website was incorrect.)

And so – after 9 days and 6 attempts to contact the Fraud Department – I finally got someone
to pick-up-the-phone and call me back.

My first comment to Mr. Inspector - after semi-recovering from my shock - was "How come
it was hard to get through to you guys?"

His answer? "We get a lot of complaints."

"So you think it's acceptable that it took me nine days to get someone to call me back?"

"Like I said, we get a lot of complaints."

Switching gears, I tried, "How about seeing it from the consumer's perspective? Do you think
that maybe after a few days a consumer might begin to wonder whether you guys really cared
about fraud?"

"I can't tell you what other people might think."

"What would you think?"

"I'd think they were busy and that they'd get back to me."

Inspector Stonewall was not giving an inch.

"Mind if I offer a SOLUTION or two?"

"To what?"

"To what I perceive as outstandingly poor customer service on the part of your company."

"That's your opinion."

"Yes, that's my opinion. It's also my opinion that you should, 1. Get more people to pick-up-
the-phone when customers have the daring and courage to call the Fraud Hotline, and 2. At
minimum, have your recorded message say something like, "Due to the volume of calls we
receive it may take up to "X" business days to return your call. But we WILL follow up."

"What a great idea!"

"Now. Can we talk about the reason I called in the first place?"

DEAR READER:

The story of that conversation, entitled:

"MAY BE" & "HARD-TO-SAY" (VOICES FROM THE GREY ZONE)

will appear in the next "Shake That ETHICS Brain!" newsletter.

Meanwhile, here are links to recent publicity we've received in the New York Times and Psychology Today:

N.Y. Times
http://www.nytimes.com/2006/04/30/business/yourmoney/30advi.html?ex=1147320000&en=926f1ec095f33c84&ei=5070&emc=eta1

Psychology Today:
http://www.psychologytoday.com/rss/index.php?term=pto-20060405-000004.xml&print=1

And for more information on making sound ethical business decisions, see my 2-page guideline sheet,
"What Should I Do?" Click on:
http://www.shakethatbrain.com/stb-ethics.What%20Should%20I%20do.TIP%20SHEET%20VERSION.html

(Alternatively, feel free to call on "Shake That Brain!" for your next meeting or conference.)

And remember:

"In times of deceit, telling the truth is a revolutionary act." - George Orwell
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To get your HARD COVER COPY of "Shake That Brain!" for just $12.97
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This newsletter has been brought to you by Joel Saltzman (dubbed "Crazy like a fox"
by the Chicago Tribune). Joel is a speaker, facilitator, consultant, and creator of the
"Shake That Brain!" system - for innovative solutions and transformative thinking.

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