I am a 25 year employee losing my job. I failed to see a clear picture of the new strategy to meet our customers needs.
I do feel the leader of State Farm has failed to fully convey the intent of his new strategies to our senior leaders.
Our senior leaders may believe the intended mission is well-understood and set expectations of what they believe will support the overall strategy to win.
Divisional managers try to support the overall mission, yet lack a clear understanding of the mission and feel uncomfortable asking for clarity for fear of the appearance of weakness.
Section managers are left focusing on expenditures and not the overall mission.
The team managers focus on supporting their manager and finding ideas to cut these expenses, comparing each senior adjuster, (the only boots on the ground with customers) weekly, and privately explaining how they are the weakest link.
The boots on the ground, the adjusters, either try to deliver the promise while having no idea or understanding of how to support the overall mission, or game the system for self preservation. The workload is continually increased, and adjusters are belittled and accused of not being engaged.
State Farm has provided my family 25 years of security and a very fair involuntary severance package. While I will no longer ride for the brand I only wish the best for this great company.
Mr. Tipsford, please take a step back, let go of your ego, examine the mission, provide senior leaders with a clear understanding of why these changes are necessary, (Keep it simple). Obtain feedback to insure this mission is clear to all.
If your boots on the ground know the why and how of supporting the overall picture, then you have the “Navy Seals” of the insurance industry behind you at ground zero. Without this the most perfect plan will fail!