"I had been signing all these outgoing emails as Nicole. I realized it was Nicole he was being rude to. For the sake of keeping a client happy, I said, “Hi, my name is Martin. I'm going to take over for Nicole.”
And there was an instant change in his approach. I didn't change anything other than my name. Suddenly I was being thanked. I was being thanked for questions. Information was presented freely instead of me having to tease it out of this gentleman."
"Clients stopped second guessing me and instead just answered all of my damn questions. When I signed emails as Nicole, I’d send a document to a client with a half dozen or so questions attached, and half of my questions would go completely ignored or unanswered. That didn't happen when I was Martin.
The pet names stopped. No one called me sweetie when I was Martin -- so that was nice. No one asked me personal questions when I was Martin."