Our company's chairman recently sent a letter of thanks to the whole enterprise, noting how our national ranking in customer satisfaction had climbed from fourth to second in the industry. Since life insurance isn't as central as auto insurance for the company, it can be tempting to lose some of the pride in what we do. And as Hidden Blog has testified, encouragement is just plain contagious, so I jotted down a note early one Friday morning. It had surprising results! Start from the bottom and read up.
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From: (Joe's boss's boss)
Sent: Monday, September 08, 2008 12:08 PM
To: Joe McDonald
Cc: (Joe's boss's peers)
Subject: RE: Chairman's Letter
Totally agree Joe. Sounds like you are right on target.
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From: (Joe's boss)
Sent: Monday, September 08, 2008 9:38 AM
To: Joe McDonald
Cc: (Joe's boss's boss; Joe's boss's peers)
Subject: Re: Chairman's Letter
Great job Joe!!! I say... "Wow!!!!!".
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From: (Joe's team member)
To: Joe McDonald
Cc: (Joe's boss)
Sent: Mon Sep 08 06:26:26 2008
Subject: RE: Chairman's Letter
Joe - thanks for the additional comments to the Chairman's Letter. In all my years working, no one has ever taken the time to do what you have done.
It does seem like most of the communications are centered around CAT handling and more high profile customer inter-actions, so it is nice that you took
the time to re-direct this message. This is a good example of passing on recognition to employees. Thanks.
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From: Joe McDonald
To: (team that Joe leads at work)
Sent: Friday, September 05, 2008 7:13 AM
Subject: Chairman's Letter
It may be indirect sometimes, but I like to think that the work we do every day helps inspire the improvement in customer satisfaction rankings that Ed outlines here. Thankfully, the storms we face may be more subtle than Gustav -- like the conflicting objectives that we sometimes face with our internal customers. Those conflicts like limited system resources, tight deadlines, fluctuating workloads, miscommunication, or just different opinions about the way we would do things, all threaten the joy we bring to work. From what I've seen so far, when those pressures come from outside, you absorb them in stride. Thanks for all the support you give to each other and to our customers through your "service with a smile"!
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