Whether you are a claims manager, supervisor or Executive Vice President, make a point to say “Good morning!” to each of your reports every workday. It is tempting to make a beeline to your office, boot up the computer and close the door. You have work to do! You have tons of projects and deadlines. You want to dispense with your real work before you turn your attention to your staff. Your staff is important, so maybe you will check in and mingle with them after you get some work done. Right?
As a manager, your effectiveness, however, is measured by what you can get done through the efforts of others. We have all heard the phrase, “People don’t care how much you know until they know how much you care.” Saying “Good morning” each day to reports is a small way of showing them that you care about them as people.
In his book, In Search of Excellence, management author and guru Tom Peters shifts the focus from having an MBA to extolling the virtues of MBWA — “management by wandering around.” The morning greeting to your claims staff is part and parcel of this. The broader issue is not holing up or sequestering yourself from your claims staff. Many managers espouse an open door policy.
In practice, though, many send subtle or not-so-subtle messages that the staff should stay away. Claim adjusters do not enjoy working for standoffish bosses. That does not mean to gravitate to the other extreme and become a micromanager, either. There is a happy medium. You cannot fake a concern for other people. Adjusters will see through that quickly.
1. It boosts morale. People feel better about their jobs if they feel that their boss notices them.
2. It gives you a heads up about problems brewing and stewing in the claim department.
3. It helps you keep your finger on the pulse of the claim department.
4. It pays dividends by showing your staff that people come first, above projects. In fact, you cannot complete unaccomplished projects without the efforts of your people.
Obviously, there’ll be situations where this is impractical. Perhaps people are traveling or out of the office for any number of reasons. You don’t need to hunt people down when they’re in the restroom. Nevertheless, as a best practice claims management discipline, strive to say hello engage with each member of your team every day. It is time well spent and invested. It will yield dividends in terms of staff morale. You can’t e-mail it in. You can’t leave a voice-mail. These high-tech tools do not lend themselves well to personal warmth. It doesn’t have the same texture.
You can have the claims equivalent of a PhD but, if you cannot relate your staff as people and show that you appreciate them and recognize them, they’re not going to work hard for you. So, to boost your effectiveness as a claims manager or supervisor, greet each one of the reports personally in the morning.
What other office “start of day” habits or rituals have you found get the claims staff off on the right foot for the workday? What does management author and guru Tom Peters advocate for effective management, and how does this relate to the practice of greeting your claims staff in the morning?
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3 Tips for Motivating Claims Adjusters

1. Greetings: Show that you care about your team by starting the day off on the right foot with a personal greeting. It can be easy to get in the habit of skipping this step, but it’s worth it to invest some time in your people.

2. Keep morale high: Acknowledge the work of your team regularly. This goes beyond just saying “Good morning”- express thanks and recognition for the efforts they’ve put forth.

3. Prioritize claims over projects: Keep the focus on the priorities of your team, which are ultimately the people they manage and the claims they process. Remember, the people behind the projects come first.

Managers who adopt a personal approach to management are often more effective in motivating their teams. In a claims office, it’s important to remember that the claims adjusters are the backbone of the operation. They have a difficult job that requires critical thinking, quick action and a calm demeanor. They don’t need a boss who is unapproachable or micromanaging their every move. By putting your staff first thing in the morning, you’re setting a tone for the rest of the day and making it clear that people come before projects.

In the book In Search of Excellence, Peters advocates for what he calls management by wandering around. It’s an approach that involves actively seeking out the needs of your team, understanding what motivates them and getting personally involved in the success of their projects. It’s about showing that you care about them as people and not just as employees.

A morning greeting might seem like a small act, but if you can make it a daily discipline, it can pay big dividends in terms of staff morale and engagement. Take the time to let them know you’re there for them, and watch how their productivity improves.
assistant
Whether you are a claims manager, supervisor or Executive Vice President, make a point to say “Good morning!” to each of your reports every workday. It is tempting to make a beeline to your office, boot up the computer and close the door. You have work to do! You have tons of projects and deadlines. You want to dispense with your real work before you turn your attention to your staff. Your staff is important, so maybe you will check in and mingle with them after you get some work done. Right?
As a manager, your effectiveness, however, is measured by what you can get done through the efforts of others. We have all heard the phrase, “People don’t care how much you know until they know how much you care.” Saying “Good morning” each day to reports is a small way of showing them that you care about them as people.
In his book, In Search of Excellence, management author and guru Tom Peters shifts the focus from having an MBA to extolling the virtues of MBWA — “management by wandering around.” The morning greeting to your claims staff is part and parcel of this. The broader issue is not holing up or sequestering yourself from your claims staff. Many managers espouse an open door policy.
In practice, though, many send subtle or not-so-subtle messages that the staff should stay away. Claim adjusters do not enjoy working for standoffish bosses. That does not mean to gravitate to the other extreme and become a micromanager, either. There is a happy medium. You cannot fake a concern for other people. Adjusters will see through that quickly.
1. It boosts morale. People feel better about their jobs if they feel that their boss notices them.
2. It gives you a heads up about problems brewing and stewing in the claim department.
3. It helps you keep your finger on the pulse of the claim department.
4. It pays dividends by showing your staff that people come first, above projects. In fact, you cannot complete unaccomplished projects without the efforts of your people.
Obviously, there’ll be situations where this is impractical. Perhaps people are traveling or out of the office for any number of reasons. You don’t need to hunt people down when they’re in the restroom. Nevertheless, as a best practice claims management discipline, strive to say hello engage with each member of your team every day. It is time well spent and invested. It will yield dividends in terms of staff morale. You can’t e-mail it in. You can’t leave a voice-mail. These high-tech tools do not lend themselves well to personal warmth. It doesn’t have the same texture.
You can have the claims equivalent of a PhD but, if you cannot relate your staff as people and show that you appreciate them and recognize them, they’re not going to work hard for you. So, to boost your effectiveness as a claims manager or supervisor, greet each one of the reports personally in the morning.
What other office “start of day” habits or rituals have you found get the claims staff off on the right foot for the workday? What does management author and guru Tom Peters advocate for effective management, and how does this relate to the practice of greeting your claims staff in the morning?
user
Other office "start of day" habits or rituals could include a quick team meeting to discuss the day's priorities and goals or sharing positive news or accomplishments from the previous day. Tom Peters advocates for "management by wandering around," which involves managers interacting with their staff in a more informal and personal way to stay connected to the pulse of the organization. Greeting your claims staff in the morning is one way to practice this management style and show your staff that you care about them as people, not just as workers.
assistant