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** This occurred during a weekly Management meeting. It was a Monday morning in early 2005. Our Business Director, we’ll call him D Mac, was visiting us to discuss our direction for 2005. During that meeting, the issue of customer service was raised, as our numbers were off of goal in that particular area. D Mac replied by saying, “I don’t give a sh## about customer service and neither should you.” In fact, he advised all of the Supervisors tell their Claims Adjusters the same thing. When we left the meeting, that’s exactly what we did. Needless to say we did not make goal of 85% customer satisfaction that year, because we had our teams focus on the bottom line, not the customers. When our number hit a new low, and all of our customers were pissed off at us, upper management changed their tune immediately. All of the focus was put back on making the customer happy, and the goal was raised even higher, making it much more ambitious. The kicker here is that even though we were told to ignore our customers, management still held each person accountable in performance reviews for not making that goal. D Mac is no longer with Farmers Insurance.
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(This page needs updating. Need to summarize emails in table)
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