I only had this revelation recently, and particularly because the company I work for hits its busy season beginning October 15 and running until December 7 every year.
Well, actually, our physically busy season starts back in late August with all of the preparation to get everything ready to shoot out of the starting gate on October 15, but prior to the latter date, our phones are pretty quiet.
Regular readers know why, but here’s the explanation again. After a long career during which I spent about 99% of my working time in entertainment that finally went to shit because a certain D-List Celebrity got sucked into Scientology and let his company go down the toilet so that he had to lay off everyone, I wound up jobless for a while, but then landed in the field of health insurance.
Specifically, I now work for an agent/broker who only handles Medicare because he very brilliantly realized a few years ago that Boomers are right now slamming through the gates of turning 65, so he’ll have potential new customers for years — and with Gen X right on their heels.
At about the same time I left the lucrative full-time day job ghost-writing for afore-linked person, I also started doing improv, which went great until everything, particularly live entertainment venues, slammed shut in early March of 2020, at least in L.A.
A few weeks later, our offices also shut down for a while — spring and summer are our slow season — so I was out of work again for about four months, only making tentative attempts at coming back from the start of July, but only then by working remotely and part time.
Eventually, though, I finally came back full-time, initially remotely, but then by necessity in the office once the onslaught began. Fortunately, we’re a very small operation, the other agents do work remotely, and the three of us who are regularly physically on-site work in separate rooms.
It helps that the “office” is actually in the boss’/owner’s house, so that we literally are in separate rooms — the back office is one bedroom, the boss’ office is another bedroom, the front office (me) is the living room, and the variously shared secondary agents’ office is the den.
Now I started this job in August of 2019, so got thrown into it all right before the madness started, so everything through December was on the learning curve and stressful, and it only felt like I was getting a handle on it when it all shut down in March.
You’d think that a four-month gap in work might totally wreck all sense of what I’m doing, but it really turned out the opposite, and this time around, instead of hating and fearing phone calls from clients — which are almost constant now — a few things happened.
What primed the pump, though, was nearly five months of basic isolation, with my only outside contact via electronic devices or the occasional brief transaction with a store clerk, so I actually found myself looking forward to the ringing phones, because it meant that I got to talk to human beings again!
After that, two things happened.
Number one: Everything I’d learned about how all this works is kind of stuck in my brain, so I don’t need to ask anyone else every single time about everything. I’ve also learned what questions to ask in order to get the info I might need if I’m going to have to pass it along to someone else.
Number two: This is the big flash I had recently: I realized that I’ve started to approach phone calls like improv games and scenes in this sense: It begins when I answer, and we’re going to create the platform of who, what, where, which I’ll either get by listening to how you introduce yourself or by asking a couple of questions.
From there, it’s on to complication/conflict — meaning, really, the reason you’ve called — followed by resolution — I figure out how to route your call or whether I need to take a message — and then tag/punchline/resolution — I tell you what happens next.
The funny part is that in improv, the one thing we really, really want to avoid in scene games is what’s called “transactional,” which means any situation involving an interaction between two people that is about some product or service passing between them when they have no prior emotional connection.
In other words, a scene in which a person comes into a bakery to buy a birthday cake, or someone brings their car to a mechanic, or someone else goes to a florist for flowers… it’s really, really hard to make those interesting without a moment of a-ha, like the customer suddenly realizing, “Oh, wait… didn’t we date in high school?”
Now, admittedly, every phone call I get at work by nature is a transactional scene, but that doesn’t mean that I can’t move it to that personal level, and that’s where the game and the improv comes in.
And it is entirely based on listening and yes-anding. I look for those personal details I can use to connect. A lot of my boss’ customers live in the town I grew up in, so I’ll latch onto that. “Oh, I know that place. I went to [Fat Dead President] High School.”
Or… I often have to ask someone’s birthdate, and if it matches any date relating to me, my parents, siblings, or grandparents, of course I’m going to mention it.
If someone says, “I don’t know how to fill out these forms, they’re so confusing,” then that gives me the ultimate empathy dive in. “Oh, I know,” you say. “Before I started working here, I was clueless, but it’s not as complicated as it seems. What do you want to know?”
And so forth. The point being that once shit got crazy on the phones this year and I was stressing out at the beginning, everything got easier as soon as I realized that every phone call was just a possibility to play a scene game with a stranger as a partner and to “Yes, and” the hell out of them.
That has made this year’s Annual Enrollment Period ridiculously stress-free, and has also allowed me to feel like I’m still doing theater, if only for an audience of one at a time.