I spent several hours one-on-one with Steve Patrick of Level the Playing Field this week. I listened intently to Steve explaining how he came into the insurance claim business and other businesses (nine is his current estimate of operating businesses) he has started. I wanted to understand how he became successful.

The point of this blog is to share a common suggestion for readers that we share if you want to succeed in the property insurance claims business at any level. Steve and I agree that the best courses on negotiation and relationship dialogue for resolution are found with Chris Voss and his works and seminars regarding “Never Split the Difference.” I previously made this point in Adjusters, Appraisers, and Umpires: The Power of Trust, Respect, and Likability in Property Insurance Claims Handling and Appraisals. In that post, I noted,

While building trust and likability is essential, always ensure that your interactions remain professional, unbiased, and focused on the task at hand. Professionalism ensures that the claims process remains fair and just for all parties involved.

In Never Split the Difference, Chris Voss, a former FBI hostage negotiator, provides invaluable insights into the art of negotiation and persuasion. For those in the property insurance claims business, this book offers techniques to build trust, respect, and likability, qualities Steve Patrick suggests are vital to effective claims resolution, and doing your job. Voss emphasizes the importance of active listening, understanding emotional drivers, and crafting calibrated questions. By applying these strategies, claims professionals can navigate complex property insurance disputes more effectively, ensuring fair outcomes while fostering genuine relationships. The book underscores that successful negotiation is rooted in human psychology and connection, making it a must-read for those in claims adjustment or appraisal.

While the technical aspects of property insurance claims handling are undeniably important, the human element is paramount to your success. By building trust, earning respect, and fostering genuine relationships, adjusters, appraisers, and umpires can more effectively navigate the complexities and differing views of any claim or appraisal.

In “Hardy Bowl Champion!”, I stated:

Negotiation is part of life. For people in businesses dealing with insurance companies, negotiation skillsets determine your survival.

I regularly gave speeches on negotiation, citing many different authors and viewpoints. Then, Chris Voss wrote Never Split the Difference. It was a complete game-changer. I stopped giving negotiation presentations because this is where you should go.

The bottom line is that if Steve Patrick, a master teacher of appraisal technique, is approving of Chris Voss, and if yours truly is saying that nobody else is a close second, why are you not buying and studying the book and seminars that Chris Voss offers?

Thought For The Day 

The main thing is to keep the main thing the main thing.
—Stephen Covey