F&T Focuses
Prompt initial identification and inspection. Timely\accurate rental management. MRRs present vehicle values promptly.
Total Loss Behaviors
We foster a diverse, equitable, and inclusive culture where everyone feels valued, respected, and engaged in making us better.
Employee Engagement\ERGs
Favorite Food
Steak - a nice prime cut filet with some potatoes and Brussel sprouts/asparagus is hard to beat if cooked right. Medium rare for me.
Favorite Food
Pizza
Leverage all methods of communication. Timely retrieval of voicemail. Effectively identify customer needs for appropriate inspection. Keep customer up to date.
Customer Experience Behaviors
We treat the customers we’re privileged to serve with empathy and respect, fulfilling the promises we make to them.
Customer Service Guiding Principle
Favorite Place to Visit
Colorado in the summer
Favorite Past Time
snow skiing with family
Ongoing review of network shop capacity. Accurately document causation, refinish, repair vs. replace decision and parts usage. Focus on initial estimate timeliness with shops.
Repair Management Behaviors
The framework for how we handle claims and interact with each other and our customers. Provide the necessary guidance Create competitive advantage.
Claims Guiding Principles
Favorite Sport
Watch = Football
Play = Golf
Favorite Sport
Football, Go Bengals!
Work triggers daily. Adhere to documentation guidelines. Complete a meaningful review to mitigate current risk and prevent future risk.
File Intervention Behaviors
Respond with Urgency Keep your customer up to date and honor commitments Listen Actively Explain the process so customer knows what to expect Advocate as you would for yourself, a friend, or a family member
5 Key Communication Behaviors
How many kids
2 daughters, Leah (7) & Kate (5)
How many kids
2 Sons, Spencer (10) & Carter (7)
Whose focus for 2023 is: Accuracy Handling Urgency & Customer Experience
Individual Contributors
We strengthen our competitive position by paying the right amount every time, and through continuous improvement of our processes, technology, and execution.
Accuracy & Efficiency Guiding Principles
Most ridiculous fear
fear of failure
Snakes