Had the opportunity to witness a weird exchange.

A customer service rep (CSR) was speaking to a customer when the customer requested a callback. It went something like this:

Customer: “Give me a callback in about 20 minutes. It will give me a chance to shower and get ready to leave for work”

CSR: “Ok. I will look into the account for you and I’ll give you a call in 5 minutes.”

Customer: “Well, could you call back in 20 minutes? It will give me a chance to shower and get ready to leave for work.”

CSR – “Oh, Ok. I’ll talk to you in 5 minutes then.”

Awkward silence.

Now crickets

Wait for it….

Customer: “Uhhh, that’s why I asked that you call me back in 20 minutes. It will give me a chance to shower and get ready to leave for work.”

The story ended well, but one can clearly imagine how unwell this may have gone.

What’s true about this very real scenario with the CSR can also be evidenced with doctors, lawyers and financial advisors.

If your advisor is dictating instead of discerning, prattling instead of paying attention, then it may be time to seek out an advisor who knows how to listen and learn.