I’m an optimist. I talk, write and tweet a lot about the great things happening at our company. Letting gratitude, optimism and belief guide my way really and truly is my approach to life. But, as a leader, at times I also need to have crucial conversations about things that aren’t so great. I don’t […]
Read MoreI took a walk recently through our Personal Lines Operations, Claims and Claims Legal teams at our East Regional Building. They’re working to improve processes, and using Lean techniques to identify and eliminate waste, improve speed for customers and reduce costs. This wasn’t just any walk. It was a Gemba walk – a specific term […]
Read MoreI posed a question on Twitter recently, asking folks what their habits were for lifelong learning. I appreciated reading responses and revisiting this idea of making active learning something we constantly pursue. The article I shared with my tweet was from Jeff Goins, author of The Art of Work, and it included three habits of […]
Read MoreIf you’ve worked with me, you know I not only have ideas, but I have passion for those ideas. Much earlier in my career, I found my voice, after being guided and coached by a mentor – Darnell Moore. I’ve found Darnell’s advice valuable over my career, and I really think it has allowed me […]
Read MoreIn today’s world, we all have plenty on our plates. Between meetings, phone calls, email and project work, it’s easy to feel overwhelmed. And customers have a lot on their plates too. They are dealing with changes as well. That’s why it’s more important than ever for leaders to empower their organizations to act, and […]
Read MoreI recently traveled to Colorado with my family for a long ski weekend. On the trip home, we paid $110 to check four bags. And, despite having no connections, three of those four bags didn’t show up. Have you experienced this, too? It made me wonder: Is this airline at all concerned with customer value? […]
Read MoreWhen I first went into a management role, I thought one of my most important responsibilities was being a problem solver. Team issues. Field/home office disputes. Individual performance shortcomings. I was convinced I could solve them all. There was a time, early in my manager career, where I was struggling with the performance of one […]
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