Listen First, and Never Stop Listening

You are angry.

You just got a letter in the mail from your car insurance company explaining that it will cover only half the cost of the recent work you did on your car following an accident. You’re out $700, which stinks, but more important, you’re wondering why you pay these high monthly premiums if not to cover situations just like this. So you call the company, and you’re placed on hold for 30 minutes. Finally you get a representative who says, “I’m sorry, there’s nothing I can do. This is the policy.” As you sit there, frustrated and dejected, the telephone representative feeds you the next ...

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