This is a true story told to me in 1996 BC (Before Computers) by my friend and sales trainer extraordinaire Diana Ball Cooksey. (http://www.dbcooksey.com/)

Diana was a busy working professional and single parent with little time for projects outside her day-to-day work and home responsibilities.  But she needed to buy some health insurance.  So she left voice messages after hours (this is the days before PCs, remember) with three agencies, requesting an estimate/quote and providing her name, the ages of family members she wanted to insure, her insurance purchase goals and explaining that she had little or no time to devote to insurance shopping during the work day.

Agent 1 called the next day during business hours with a message to call him back during business hours.

Agent 2 called the next day during business hours with a message to call him back anytime.

Agent 3 called the next day during business hours and in his message gave her some estimates and a deadline after which these numbers would have to be re-figured. 

Diana was busy and did not return the agents calls.

Agent 1 never called again.

Agent 2 called back a few days later during business hours with a message to call him back anytime.

Agent 3 called twice that week with messages offering to meet Diana after hours and/or at her home, if necessary, so she could purchase before the rates deadline.

Diana was busy and did not return the agents calls.

Agent 2 did not call again.

Agent 3 faxed a proposal plus an application and a note offering three times he was available to meet (during or after business hours) with Diana to close the deal before the rates deadline.

Now armed with a proposal/quote from Agent 3,  Diana called Agent 2 and asked for a quote for the same type policy.  Agent 2 replied the next day that he would need to go over the numbers with her in person in his office and when would she like to come in?

Can you figure out the rest?   A few days later Agent 3 was sitting in Diana’s office, after 5pm, selling her the policy.

Oh, and a couple weeks later Agent 2 called to ask if she was still in the market.

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Are we doing everything possible to make it easy for people to buy from us?  Or are we Agent 1 and Agent 2?