What's the saddest thing you have seen when it comes to the way we treat our customers? I was in an area that services annuities. This poor old lady called in. She was obviously confused about the financial product we sold her. She was sold an annuity at age 90.
I went through the script... But I could tell she was a little confused. I thought about my own Grandma before she passed. I thought about this poor woman's family who would have to deal with this mess.
The fact is that she was old and confused. She went to her Agent who she trusted and they sold her something that was very bad for her but good for them.
This was the only time I cried at work. This isn't an isolated case either. This is our culture