I would decentralize and let people work from wherever they would like. I would make customer service the only metric needed. For all of you inside, your measure would be what have you done to help those helping the customer. Oh, I would also get rid of most meetings in favor of actually helping people!!!
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I think the damage is already done. I don't think it can be turned around. Employees have lost faith in the company. Most are looking to leave or hanging on for retirement to leave. It went from a career you could be proud of to a job. A clock in and out and get points kind of job. Employees are in the dark about how long their office will be open. We have been told all are closing and with a half empty office the writing is on the wall. There is no stability anymore and employees need that and are leaving for that main reason. Employees left there are stressed to the max with the work load. Which then burns them out and they are looking to leave. I don't think any of the employees believe anything mgmt tells them anymore. When stability is off the table an employee must think of their family's future. A lot more will leave. I couldn't name one single employee that would recommend SF as a place to work. U reap what you sow.
Metrics, huddles, centralization have destroyed the company.
Unless u are a moron thinking agency not going to be impacted u are a total meat head.
Refer to the agent reply on the finance thread as to why you are incorrect.
If I were an agent I would be putting money away everywhere, they are next, probably good time to sell that large boat.
Isn't that What we are paying the Top brass to do, what are they doing to make these millions.
I'd buy Amazon stock and hold.
Haha, y'all have halcyon goggles on.
Back in the day we were all responsible for our own work. If you didn’t do it you were out. The metrics and bulkshit are nothing but that. A waste of time. Good luck Farm. I’m out
Seriously! Do you really think doing the things that attracted new customers and retained old customers will be successful? That’s so outdated.
What kind of fantasy land do you live in?
They say they care about customer service but they really don't. It's only words to them. They are to far out of touch to know what good customer service is. Employees have huddle boards to go over numbers that none of us care about and are pulled away from our desk and phones and customers for silly crap like this. We also spend probably an hour a day filling out 2 or 3 tracking forms of what we did that day. Not to mention that we used to be specialized in handling about 10 states and could answer anything for the customer. Now an employee has to handle all 50. No way to memorize rules and laws for 50. They have been taking away customer service in pieces for years.
Team metrics are bs. Make property claims stewardship and see whose actually getting their work done and who is kicking the can down the road.
Mandatory OT is BS too. 6 months and counting...
Do what you have to do as a business. We get that. We are business people. But don’t do it and forget the people who made SF great in the first place. 20, 30 or 40 years and many personal and family sacrifices along the way to be treated as a number is not ok. Many who have moved for this company multiple times and left family will now be stuck in a city they would not have chosen if not for their commitment to this company. Give those people the same commitment and give them a fair shot at a job (not some form which takes all control away from them) and for those that are forced to leave or choose to leave, give them a fair severance and a move bonus for those that moved for the company. It would still be hard on some but if we are treated fairly we will judge the company more fairly which will go miles in the opinions of this company.
When you put all underwriting on phones and no one handled their own agents is when the company started loosing money. No accountability for agent to write quality business. As an underwriter on phone we were to answers questions asked only and was timed on calls. We were no longer underwriters but call center employee with no accountability on what you told agent. You had to keep to script that they made for us and we're not allowed to go into detail. This is why I retired or I would still be an underwriter and loving my job working with agents and staff.
Raise starting salaries to again attract and retain the best employees. Return to the old salary structure where you top out your salary in 15 years instead of 72 years. Stop hiring 11 dollar an hour script readers who s--- at what they do. Raise education minimums. Let any employee with more than 3 years experience work from home. BRING BACK CLAIM SCHOOL. Make the number one priority customer service. Discard the Reassignment policy. TURN BACK THE CLOCK TO WHEN WE WERE PROFITABLE.
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Take care of the customer.
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Take care of the employees, they will take care of the company.
Remember, you cannot do #1 if you do not do #2. So, start with #2.
No more team this or that, claim reps and appraisers be responsible for their own files and be allowed to make decisions based on expertise and experience not some stupid chart or SCP set up for factory work. It worked great for almost 100 years and thats what made us number 1 for so many years and now look at it.
I would fire all the VP's, CEO, Board, Section Managers - as they say cut the fat!!! Every one that came up with a stupid program/idea to justify their little, bean counting existence, such as about your business AKA a HUGE waste of money.... I would get rid of all the managers that have no idea what the computer systems are capable of doing, all the chuckle heads who are unable to do a proper phone monitor by putting the wrong notes in the review. I would FIRE anyone not capable of knowing what the computer systems can do, what work they were supposed to do when in a file, not calling all the phone #'s in the claim, not updating from ISO, accepting mail into images and not going any further, not send out timely NOC's. Then I would take a day off, and start again.
For starters, listen to your front line handlers. These employees are in the phones with the customers every day. They will tell you what works, and what doesn't work. When SF comes up with a new "process" run it through a team of experienced handlers for a week. Youll find out a lot of bugs and situations that PROCESS didnt consider. SCP's would be more consistent if they were actually written by claim handlers. We used to call them "Best Practices" back in Legacy. SF created Innovation central, but NO ONE looks at it for operation improvements or listens to any of the ideas on it.
You mean go back to the way this company had been successful for 90 yrs!