A Tale of Two Agents

source: johnjoh via flickr
source: johnjoh via flickr

“Whoever can be trusted with very little can also be trusted with much, and whoever is dishonest with very little will also be dishonest with much. Luke 16:10 (NIV)

I was recently with a client providing call coaching for a team of agents. In these coaching sessions the client’s front-line agents join me in a small conference room with their supervisor. We review the agents service quality data and listen to recorded calls between the agent and their customers that my team had analyzed. On this particular day, I was coaching several young agents I had never coached before, and it was as if one of Jesus’ parables was coming to life before my very eyes.

There were two agents…

The first agent came into the room confident and smiling. She was bright and confident. When I asked how it was going for her with her calls, she immediately recounted what the data had revealed about the strengths and weaknesses of her service delivery. She had obviously been paying attention, had taken responsibility to go out and review the information available to her, and had digested the data and recommendations. When I played her recorded calls and then asked what she thought, she quickly picked out exactly how she could have improved and explained what she would have done differently if she had the chance to do it over again. When the agent left the room I expressed to the supervisor that I was impressed. “She won’t be on my team long,” the supervisor said. “With her attitude and work ethic, she is going to go places quickly in this company, and she should.”

Before the second agent came into the room the supervisor explained that this particular agent always demanded the last session so that she could put it off as long as possible. When the agent came into the room I could tell from her physicality that she was defensive and did not want to be there. I tried to break the tension. I pulled up the service quality data that had shown a recent trend toward improvement and complimented the improvements. “I don’t know why I improved,” the agent mumbled, “I haven’t done anything differently.” We listened to calls together and when given the opportunity to self-critique the agent simply responded with “it sounded pretty good to me.” In one call, the agent responded to a customer’s question with “I don’t know anything about that” despite the fact that the agent clearly knew the answer. When asked why she didn’t answer the question the agent shrugged and said, “Yeah, I probably should have. I don’t know. I just didn’t.” After the session was over, the supervisor looked at his watch to see how much time was left in the agent’s shift, explaining “She won’t get anything else done today. She watches the clock for the last hour of the day so she can be out the door as soon as the second hand hits twelve.”

I thought of these two agents when I read Jesus’ words this morning. I have observed countless times over the years that the difference between successful people and those stagnate in their careers is usually a small handful of things done faithfully and done well.

Here are seven qualities I’ve consistently observed in those who succeed:

  • Showing up early (or at least being at your post and working on time)
  • Doing the job faithfully
  • Dealing with people honestly
  • Approaching things positively
  • Handling yourself professionally
  • Keeping productive and busy in slow times
  • Going the extra mile without being asked/required

 “If you are faithful with a few things,” Jesus said, “You will be put in charge of many things.”

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