“I can’t talk to you for very long, Merge, we’re buried!” said a client when I returned his call earlier this week. “What’s going on?” I asked. He went on to describe the turmoil and chaos in his department at the insurance company where he works. “We’re overwhelmed at work. Claim volume is up 200%, our phone lines are flooded, and our call agents feel like they’re drowning. Plus I can’t get enough adjusters out into the field fast enough, and clients are getting frustrated so they’re calling in more than usual, increasing call wait times even more. I feel like we’re in a dark tunnel with no end in sight. Help me!”
Now obviously, this manager’s current state of affairs is driven partially by external circumstances (in this situation, recent weather-related catastrophic events are the root cause of the increased call volumes). But I was reminded of a phrase often used by a mentor of mine many years ago, so I asked this manager to look at the situation with another filter. My mentor frequently used to say “Just because it is dark doesn’t mean we’re buried. Often, it means that no one has bothered to turn on any lights”.
It’s the leader’s job to turn on the lights
Fortunately, the phrase caught my client’s attention. Enough for him Continue reading