Companies that invest in their employees (inputs) will find that they can increase their profits (outputs) by producing team members that are more engaged and less likely to leave (retention). The common adage goes something like this,
Manager 1 asks, “What happens if we invest in training and developing our employees and they leave?”
Manager 2 responds, “What happens if we don’t and they stay?”
Rather than look at the negative examples in your experiences as a person in a position of leadership, as those of your peers, focus on the success stories and build your vision around those common denominators. Alex Blagojevic joins The DYOJO Podcast (Episode 43) to share her perspectives as a young insurance professional on how she was inspired by the organizations that invested in her.
We also discuss the book Insuring Tommorrow: Engaging Millennials in the Insurance Industry by Tony Canas and Carly Burnham of the Insurance Nerds which was written to help organizations better understand the largest current and incoming generational workforce. If you refuse to learn to interact with millennials, you will soon find that your company has no future.
Alex also speaks to growth minded professionals about having a 5 year plan and sharing that with your manager so that everyone can be on the same page with regards to vision and goals. She shares how organizations that invest in soft skills training, such as customer service, empower their teams to take ownership for their personal growth as well as better contribute to the growth of the company. Watch the whole interview in The DYOJO YouTube page or listen via The DYOJO Podcast on Apple and Spotify.
The DYOJO Podcast, helping you shorten your DANG learning curve for professional development, releases every Monday at 6am PST, in 2021 we will be recording many of our episodes LIVE on Thursdays at 9am PST.
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
The Adventures of Goldilocks the Adjuster and the 3 Estimator Bears
In property restoration, we train our team members for many technical skills but we are woefully behind in soft skills. This is a reality throughout construction and most skilled trades. While I believe the primary reasons for this gap are not nefarious, as no one is actively trying to prevent professional development, if you and I don’t face the facts, we will continue to struggle in areas that can be overcome with a dose of intentionality.
Often we allow ourselves to be caught in the hamster wheel of busyness, telling ourselves that we are working “harder” and therefore never stopping to develop a process for working “smarter”. It’s difficult to do, but you and I have to take a step back if we are going to improve the process. One area that I would like to direct our attention towards, that assists our team members to perform their functions much more efficiently and leads to much better project outcomes, is business relationships.
If we rate our relationships on a scale of niceness, perhaps we can compare this feature to the familiar story of Goldilocks the Adjuster and the Three Estimator Bears:
When Goldilocks the friendly neighborhood Adjuster, or any other business role player (this could be subcontractors, vendors, suppliers, third party administrators, consultants, etc), comes along to discuss a claim, she finds it easy to compel Pushover Bear into compliance. It’s almost too easy. Pushover Bears believes that if they are nice and the adjuster is nice, that must mean we have a positive relationship. In Pushover Bear’s defense, what would lead someone to fold in situations of adversity?
On the Blue Collar Nation Podcast, hosts Eric “The Tech Whisperer” Sprague and Larry “Pineapple Man” Wilberton discuss their experiences with an estimator who was a people-pleasing-pushover that cost them millions (by their estimates). As individuals in positions of leadership, they had to learn to better identify their team members' personalities and skill sets so they could train them to achieve better outcomes.
Some estimators are built for confrontation and any sleight is taken to the maximum offense so that they can exhaust their grievances with Goldilocks, the Adjuster, and the entire system of insurance (if not beyond). Pertinacious Bear often views a rejection of their estimate as a personal attack and/or they believe any concession is giving away too much. If Pushover Bear is good at playing the quantity over quality game, Pertinacious Bear will fight for every penny claiming they are only about quality.
If Pushover Bear is at risk of being played, Pertinacious Bear tries too hard to be the player. It is important even when making a valid case to remain polite and professional, above reproach. Pragmatism isn’t the only way to approach a situation, but as an organization it is important to define what your process is and how your responses will be in alignment with your values.
It may seem that Pragmatist Bear is the best kind of bear because their estimates would be ‘just right’ and their ability to negotiate must lead to profitable outcomes, right? The author is clearly steering the reader towards this conclusion, right? This is not my point.
The greater issue is whether your organization has discussed, defined and developed a process to optimize your approach to claims dynamics. If there is no clarity or consistency in the organization, there will be recurring issues as Goldilocks the Adjuster is ALWAYS visiting your estimating cottage. Those in a position of leadership need to be mindful to create a culture that attracts, develops, retains and enhances the traits which align with their process.
Writing a good estimate is the foundation of telling the story of the loss but the process does not end there. As former owners, Eric and Larry understand the importance of developing your team. They created Morning Tech Meeting to help business owners simplify soft skills training for field employees. The duo discuss how Jon Isaacson’s book Be Intentional: Estimating would have been required reading in their organization as it discusses how organizations can develop a robust approach to being professional and polite without getting played.
The First Step is Defining the Game
Something I like to point out in all of my creative outlets, whether it’s The Intentional Restorer, The DYOJO Podcast or Be Intentional: Estimating, is that the first step is to define for your organization the game you want to play. Is your approach to claims going to be:
Quick and Easy Claims
While I am not a fan of quantity over quality, there are plenty of businesses who have done very well for themselves operating this way. The program heavy organization that writes estimates to get approved must understand what they are doing and set their systems up to optimize this approach. We can write estimates that will get approved on the first draft, but if you want to play the quick and easy claim game, you’d better have your team set up to get in and get out with no interruptions or exceptions.
Fight for Every Penny
Depending on where you hang out in the property restoration ecosystem, there are plenty of contractors who are making it their mission to make their voice heard. They believe they are in the right, defending the honor of the process and fighting the good fight for their clients. Pertinacious Bears are in stark contrast to Pushover Bears and yet both extremes have their pros and cons. The right estimating bears need to be in the right restoration cottages in order to make the honey to flow.
This is not to say that pragmatism is the only answer as there is plenty of grey area in whatever approach you take. Pushover Bears and Goldilocks the Adjuster think that Pragmatist Bear is too severe while Pertinacious Bear thinks that Pragmatist Bear is as “soft” as Pushover Bear. This is not a matter of right or wrong but of defining the approach from the top down so that it can be executed from the bottom up in the organization. Be clear and be consistent.
Start by Defining Professional Relationships
In Be Intentional: Estimating I outline the MINDSET and HABITS that I believe will help owners, managers, estimators and growth minded employees to succeed with estimating property insurance claims. I think it is important to share a few ground rules for developing relationships in the insurance realm.
Anyone who has been in the industry for a period of time will have some level of pessimism about the claims process (porridge frequently too cold). It is important as an incoming estimator to form your own opinions, but that doesn’t mean you should disregard some of the battle tested wisdom from bears of all shapes, sizes and temperaments.
Four Simple Claims Relationship Optimizers:
For these and more tips on how to be professional, be polite but don’t get played, check out Jon Isaacson “The Intentional Restorer’s” new book Be Intentional: Estimating available in Kindle and paperback. Contact The DYOJO for discounts on bulk orders for your team.
Stephen Harrington, of Cross Insurance and The Diva of Insurance, joins us to discuss:
Listen to The DYOJO Podcast Episode 33
Stephen is an insurance nerd, specializing in data cleaning and recovery in addition to working full time as the Chief Operations Officer for Cross Insurance. We discuss how positive the results can be when those in a position of leadership create a culture of trust and allow their team members to engage their roles and responsibilities with creativity in the workplace.
The DYOJO Podcast Episode 33 Includes:
The DYOJO Podcast - The INFOtainment podcast of the skilled trades, helping you shorten your DANG learning curve for professional development. You can watch TDP on Youtube or listen on Spotify or Apple.
Jon Isaacson, The Intentional Restorer, is an 18 year veteran of the property restoration industry and a business coach through his organization The DYOJO.