South Sound Connection (SSC) LIVE - Episode 008 - Part A SSC LIVE is brought to you by The DYOJO Podcast (thedyojo.com) and All American Restoration Services (Tacoma, WA - allamericanres.com). Recorded on Tuesday, January 12, 2021 9am PST - LIVE www.youtube.com/thedyojo Guest 1 Ken Brown - Community Relations and Engagement, Rexius (Eugene, OR) Ken is active in his outreach efforts and has worked hard to make the Rexius name synonymous with community service. He is also the Executive Director of The Hope Project. rexius.com Mr. Brown shares his thoughts on:
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I originally reached out to Alex Blagojevic regarding a post from LinkedIn on the importance of technology in the property claims assessment process, "I’ll be on site conducting a 360 degree scan of a water damaged unit. With my site scope and virtual scan, a control estimate will be conducted by our Xactimate team within a matter of days. It’s truly incredible what our new technology can capture in one quick site visit." We were putting together a multi-member panel for a discussion about Docusketch which turned into Episode 40 of The DYOJO Podcast. As an independent commercial claims adjuster she shared her experiences with technology and integration with tools such as Encircle for categorizing photos from a loss and Docusketch for 360 degree captures that can expediently be transformed into a layout sketch for Xactimate. For those who aren't familiar with the property claims process, thorough documentation is key to empowering all stakeholders to communicate clearly and restore the affected to pre-loss conditions. Alex has observed these tools quickly becoming the standard for insurance carriers and restoration contractors. She shares how her journey into the insurance claims world started with a position as a project managers assistant at a local ServiceMaster, helping those managing claims to maintain their documentation streams. In her pursuit of more meaningful work, increasing responsibility, and upward mobility, she pursued the claims side as an entry level broker. It wasn't long before doors opened to allow her to explore more direct involvement with helping people with property damages as an adjuster. There are many nuggets within this discussion, of which managers should take note, on how young people entering the workforce are looking for opportunities for professional growth. Those organizations and people in positions of leadership who can connect growth minded individuals with the opportunities within their companies will find that there is a deep well of strong candidates eager to make a difference. Alex understood the process of earning her way by learning from each role while keeping her eyes open for experiences that would further her career. Seeing the claims process from "both sides" has helped her to have a greater perspective for how to serve the client to create a positive customer experience. Some of the best training she received was while she was at an entry level position with a brokerage and yet it would appear that organization was unable to connect their training with opportunities that would keep a strong candidate such as Alex within the fold. We had a similar conversation with Chris Stanley on Episode 38 of The DYOJO Podcast. Chris shared how important it is for companies to create a direct correlation to training and advancement which is why his organization IA Path has developed a process that empowers those seeking a career in adjusting to get to work within 90 days. Alex notes the value of initiatives such as The DYOJO Podcast which is, "A platform that encourages collaboration while opening up discussions that directly effect our day to day work across the claims industry." Alex encourages adjusting professionals, who want to create a positive customer experience with their brand, to remember that the claims process:
The market is always evolving and people in a position of leadership who want to remain competitive need to invest in their own training for soft skills to optimize employee recruitment, hiring, and retention. We discussed another great resource for growth minded leaders who want to develop their abilities for working with the incoming workforce candidates, the book Insuring Tomorrow: Engaging Millennials in the Insurance Industry by Tony Canas and Carly Burnham of Insurance Nerds. Seeking out employee input, reading books on vital soft skills, and listening to programs such as The DYOJO Podcast can help managers to shorten their learning curve for leadership development and employee engagement. Topics and Guests for The DYOJO Podcast Episode 43:
The DYOJO Podcast recently experimented with our first LIVE recording of a show. Our guest Jeremy Watkin, Director of Customer Experience and Support at NumberBarn out of San Diego, California, was up for the challenge. We asked Jeremy to share his perspectives and experiences with the following topics related to customer experience (CX):
Shout outs for:
The DYOJO Podcast is the INFOtainment podcast for the skilled trades. Helping you shorten your DANG learning curve for personal and professional development. Watch on YouTube. Listen on Apple and Spotify. Jeremy Watkin - www.customerservicelife.com / @jtwatkin TDP - www.thedyojo.com/listen Chris Stanley, prolific writer and founder of IA Path, joins The DYOJO Podcast to discuss claims from "the other side" Chris went from never having changed his own oil to learning automotive appraisal and claims adjusting. His father-in-law became the Mr. Miyagi to his Daniel-Son (this is a Karate Kid reference for our younger audience), teaching him the ways of the independent adjuster. Topics for The DYOJO Podcast Ep. 38 include: Question #1 - What do contractors not understand about the claims adjusting process? Chris shares that this is a people business. He says the key is to understand and learn to optimize "the box" that all parties are working with to increase claims collaboration. "You can shear a sheep multiple time but you can only skin it once." How do you make 100's of dollars over several claims than trying to make a 100 dollars on one claim.
Often this starts with understanding what the hot button items are for the carriers and adjusters that you work with. Communicate with them to learn what their box is so that you optimize your approach to those common items. As you come across unique scopes of work, communicate with all parties to determine an approach that will work for all. The pair also discuss the trap of a "nice" adjuster, building upon Jon's article from The Intentional Restorer (R&R) in October 2020 - Goldilocks the Adjuster and the Three Estimator Bears.
As Chris was considering getting out of insurance all together, he started documenting what he had learned. He tried a new business venture and failed, but a woman who made $100k plus annually selling sewing patterns encouraged him to formulate his knowledge into a service for people looking to make a career with appraisals and adjusting.
Chris shares his recommended strategy for training:
Jon shares his outline for training:
Chris Stanley collaborated with John Bachman to write Insurance Company Adjusters Playbook. They are offering a free copy of the book to anyone who is unemployed and interested in pursuing a career in insurance adjusting.
Mr. Stanley has written 8 books in his professional series for the insurance industry as well as several children's books co-authored by his own kids and several devotionals for those seeking to develop spiritually. Jon and Chris share a desire to help growth minded professionals and those in a position of leadership to shorten their DANG learning curve. The DYOJO Podcast is the INFOtainment podcast for the skilled trades. Guests & Features:
The DYOJO Podcast - the INFOtainment podcast for the skilled trades. Helping you shorten your DANG learning curve. WATCH on The DYOJO Youtube or LISTEN on Apple and/or Spotify. Please subscribe, like and share with your network. Lisa Lavender, like many in the skilled trades, wears SEVERAL hats. On Episode 36 of The DYOJO Podcast she shares some of her keys to success and the lessons learned along the way of her 20 plus year career in construction and training. Lisa has a monthly column in Restoration and Remediation Magazine (R&R), Restoring Success, where she regularly drops tidbits of wisdom on her readers. Her passion for the property restoration industry, training the next generation of leaders and continuing to build a strong culture is apparent in everything she does. Here are just a few of the highlight of her career:
Lisa brought her accounting background to the trades and spent years learning in the school of hard knocks how to build a company that was competitive in the market as well as thriving with a strong internal culture. She loves to share the lessons she has learned and the insights she has gathered from her experiences as well as the input of her vast network. Her monthly column, Restoring Success, releases the first Friday of every month in R&R Magazine. Recently she invited Jon Isaacson, The Intentional Restorer, to collaborate on an article Nothing is Scarier than Scope Creep. Lisa has plenty to say for business owners, managers and career minded professionals who are seeking the path of continuous improvement. The DYOJO Podcast is the INFOtainment podcast for the skilled trades. Our discussion with Lisa Lavender has plenty of gems that will help our listeners to shorten their DANG learning curve for personal and professional development. Hosts & Guests:
The DYOJO Podcast - the INFOtainment podcast for the skilled trades. Helping you shorten your DANG learning curve. WATCH on The DYOJO Youtube or LISTEN on Apple and/or Spotify. Please subscribe, like and share with your network. |
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