A couple of years into her skyrocketing insurance career, Lisa delivered a monster win: a 15% reduction across a client’s entire risk program, the second-highest savings in their turnaround effort.

She walked into their office, proposal in hand and ready to share the good news. They were saving a fortune and staying with the same insurance carrier they’d trusted for over a decade - Win, Win, right?

She'd always been taught to never expect anything, but she did anticipate. She anticipated that the client would be relieved. Maybe even grateful. What she did not anticipate was an emotional crisis.

Instead of celebration, she got chaos. Apparently, after years of overpaying, the client couldn’t emotionally process the idea that Lisa had secured a 15% decrease with the same insurer.

Cognitive dissonance entered the chat. There were raised voices, colorful words, and airborne documents. That's when Lisa learned the kind of lesson you can only learn the hard way:

People want improvement, but not always the truth that comes with it.”