When Good is Not Good
July 12, 2010
Once a week the employee surveys from the financial helpline and the ‘ask a planner’ meetings come in and I always feel like a 5th grader waiting for my report card. This week’s report showed one of my surveys had several “goods” on some of the questions instead of “very good” or “excellent” which brought my grade down to a “B” on the report card but to tell you the truth, it truly feels like an “F.” It is a shock to the system. You want to know why? Because I gave my all (or thought I did) on that call. I remember the guy.
Some people might think, “who cares? It is only a couple of questions on one survey.” But these surveys mean the world to me for a lot of reasons. First of all let’s be real – our compensation is based partly on these end user reports and we’re given incentives when we give excellent service, so that of course is a factor. Another reason, an important one is that with this type of employer based financial education, we generally do not see the same people again – it is more of a one issue or one time meeting. True, there are some people that call in more than once or work through a series of issues but overall, we see or talk to new people all the time.
In my former profession as a financial planner servicing individual clients and selling investments, I saw the same people regularly because I was building a client base. They also referred me to their friends and family and many became friends over the years. Because of this, I was able to directly see how my guidance impacted their lives.
As a financial educator, it is a different ballgame but one thing is still the same. When I talk to someone on the helpline or during an in-person session, I am essentially invited into their inner circle and discuss issues that they may only share with their closest friends or trusted family members. This is not something I take lightly and have always coveted – it is essentially keeping a secret and I have always liked that.
The survey is my only tangible feedback so when one comes back as anything less than very good or excellent, I feel that I have truly let them down in a way. There was a touch point in their life where my job was to make an impact. Did I? If the survey said, “good” then the answer is no. No inner circle. No impact. No changes.
You think I shouldn’t take it so personally. Maybe you’d tell me, “Nancy, some people never rate people well no matter what, so you are always going to get some surveys with lower scores.” You might tell me, “Hey, you don’t always click with everyone.” You may even tell me to “get over yourself maybe they just wanted some information” like it is an ego thing with me.
I say it is personal and I am going to keep it that way because that is where the passion lies even if it gets me all riled up sometimes. If I don’t take this personally, what do I take personally then? I think if I want to make a positive impact on people’s lives, I have to take it personally.
Good is not good enough.