lets-share-our-greatest-asset

Let’s share our greatest asset

The value of personal interaction.I’ve been fortunate to work in a variety of roles during my time with American Family.

I started in AmPlan, our company’s billing department at one time. I remember trying to reconcile complex commercial billing accounts. I was just out of college and working with people who had 20, 30, even 40 years of experience. I admired how dedicated these people were and how efficiently they answered questions asked by customers and agents.

I wondered if I would ever do my job as well as they did.

I marveled at what they knew.

A few years later, I joined the Claim Division as a property adjuster. I worked with agents and adjusters who, for years, made it their business to help customers through some of the most trying times of their lives.

I wondered if I would ever do my job as well as they did.

I marveled at what they knew.

Here I am, more than 20 years later. Many of my expert friends are retired or no longer with the company. I’ll always appreciate the patience and willingness they showed when sharing with me their knowledge and, more important, their experience.

I think the spirit of sharing is alive and well at American Family. We just do it differently now. Technology helps us share information more efficiently, and it gives us more ways to interact with each other. That’s a good thing, but it also takes some of the human element out of the equation — and that human element is invaluable and difficult to replicate.

I sometimes wonder what my expert friends would think about today’s American Family. I know they’d be proud of our agent and employee accomplishments, and of our commitment to our customers.

And if I had to guess, I think they’d offer this advice:

What your co-workers know is your company’s greatest asset. When people don’t personally interact, the transfer of knowledge is compromised. Through your day-to-day work, strike the right balance between technology and each other to keep the art of personal interaction alive and well.

In the process, you’ll all marvel at what you know.

by Jon Ahlgrim on Fri, Apr 04 2014 9:59 am
Posted by Jon Ahlgrim on Fri, Apr 04 2014 9:59 amJon Ahlgrim is a strategic communications consultant with American Family Insurance.

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