Tag Archives: Kevin Kruse

Engaging Employees: Key to Success

After three decades working in this competitive industry, I have come to understand the very significant role that employee engagement plays in the success of any insurance company. No matter the size of your company or the lines you deal in, having an engaged team makes all the difference.

I have seen this in action, first-hand, as the CEO of IAT Insurance Group. When I joined the company four years ago, IAT’s underwriting results were underperforming. For the last three years, however, we have turned an underwriting profit.

What changed? In part, this came about by refocusing the company on underwriting discipline and restructuring key operations. I firmly believe, however, that it is also due in large part to a renewed emphasis we have placed, company-wide, on fostering employee engagement. We could not have achieved such an immediate turnaround in results without the input of our employees.

A focused program of specific, concrete actions key to employee engagement

Employees are savvy. They know when management is all talk. This is especially true when it comes to employee engagement. Insurance companies must take concrete actions that are more than just motivational poster slogans to foster a positive — and profitable — working environment.

See also: Employee Wellness Plans’ Code of Conduct  

This is why we have engaged in a focused program over the past four years with specific tactics to foster an employee culture that creates productivity and growth. This includes:

  • Getting everyone on the same team. IAT has grown through a series of mergers and acquisitions, with many business units operating under their original names and branding. That led to a fracturing of IAT’s internal identity as one company. One of our first initiatives when I joined IAT was to bring all the units together under one IAT umbrella. That put everyone on the same team, pulling together in one direction.
  • Establishing a unified internal “brand.” It was one thing to unify IAT’s disparate business units under one umbrella on paper. It’s quite another to have employees actually feel like one. To help build culture, we established an internal brand that we call “A Family of Answers” to help all employees, at every level, identify as one company with one mission. At IAT we provide answers to each other, our customers and the community. This core identity reflects our company values and unites us.
  • Investing in technology that connects employees. IAT has offices throughout the U.S., which makes operating as a unified team difficult. To foster connections, we have invested heavily in technology that effortlessly links our employees together. We make extensive use of videoconferencing, for example, and for more than just big meetings. Instead of picking up the phone to talk to a colleague from another office, we turn on our desktop video cameras to have that conversation. The company also launched a state-of-the-art Sharepoint-powered intranet, called IAT Connect, that lets all employees access the latest corporate information as well as collaborate on projects.
  • Fostering real openness and transparency. Companies make better decisions when more people weigh in, and engaged employees are more likely to share feedback and ask questions. To encourage more people to contribute, we hold quarterly all-employee webcasts to provide an update on the company and key projects. More importantly, however, we solicit and answer employee questions. We give employees the option to ask their question live during the meeting or submit it anonymously. We make sure every question is answered. If we run out of time during the meeting, we answer remaining questions on IAT Connect. The company benefits from the thoughtful inquiries and insight of our employees, and, at the same time, we are building transparency and trust.
  • Acting on employee feedback. Encouraging employee feedback is one thing, but it will not help engagement if nothing changes in light of that feedback. We make a point of listening to employees — and then acting. For example, during one of our quarterly webcasts, an employee asked if a year-end performance bonus could be distributed before Black Friday instead of in December so employees could take advantage of sales. The executive team discussed it, and the change was made.
  • Encouraging community engagement. Giving back to the community is the right thing to do. It also aligns with our core values and goes a long way toward building a culture of engagement. We provide a company match for employees’ contributions to charities, paid time off for volunteering and a companywide week focused on community service and charity called Giving Week.
  • Investing in training and career development. Investing in our employees’ success is a win/win. We launched IAT University last year to provide free access to an array of courses, from technical skills training to leadership development.
  • Formalizing employee recognition programs. We introduced two programs to provide more opportunities for employees to be recognized and financially rewarded for outstanding customer service and performance.
  • Moving to a pay-for-performance system. Money is not the only motivating factor for employees — but it is an important one. IAT always had a generous bonus program, but all employees were largely treated the same, despite their performance, and a majority of staff found this de-motivating. Based on employee feedback, we moved to a pay-for-performance compensation system that encourages productive employees who contribute to the company and its profitability. The system works and is very generous. In 2017, based on the company’s success, 94% of IAT employees earned a bonus, and the total bonus pool was up more than 14% over the year before.

Measure and benchmark to ensure employee engagement goals are met

Even with concrete actions, no program to increase employee engagement could be considered a success without hard data to back it up. Yes, IAT began turning an underwriting profit three years ago and has continued to do so, but we wanted more direct proof our initiatives were having an impact on the work culture at our company.

So, for the last three years we have commissioned well-known corporate leadership consultant Kevin Kruse to conduct an employee engagement survey. Each year’s results have shown marked improvement. The 2018 findings are particularly noteworthy:

  • An 87% participation rate
  • Overall engagement score of 4.13 out of 5 (up from 3.87 in 2017)
  • Engaged-to-disengaged ratio of 26:1 (an improvement over 12:1 in 2017). The ratio puts IAT in the top 10% of companies surveyed by Kruse

The metrics are gratifying proof that our collective hard work and the company’s investment of time and money into employee engagement have paid real dividends.

See also: 4 Good Ways to Welcome Employees  

Invest in your employees, and they will pay it back, with interest

Peter Kellogg, our owner, has always said, “Take care of your people, and they will take care of the business.” Any company wanting an edge in today’s competitive marketplace would be wise to take a good, hard look at what it does around employee engagement, and make any and all necessary changes accordingly.


15 Habits of Ultra-Productive People

I recently interviewed more than 200 ultra-productive people: seven billionaires, 13 Olympians, 20 straight-A students and more than 200 successful entrepreneurs. I asked them a simple, open-ended question: “What is your No. 1 secret to productivity?” After analyzing their responses, I coded their answers into 15 unique ideas.

SECRET #1: They focus on minutes, not hours

Average performers default to hour and half-hour blocks on their calendar. Highly successful people know where each of the 1,440 minutes in a day goes, and they know there is nothing more valuable than time. Money can be lost and made again, but time spent can never be reclaimed. Olympic gymnast Shannon Miller told me, “To this day, I keep a schedule that is almost minute by minute.” You must master your minutes to master your life.

SECRET #2: They focus only on one thing

Ultra-productive people know their Most Important Task (MIT) and work on it for one to two hours each morning, without interruptions. Tom Ziglar, CEO of Ziglar Inc., shared, “Invest the first part of your day working on your No. 1 priority that will help build your business.” What task will have the biggest impact on reaching your goal? What accomplishment will get you promoted at work?

SECRET #3: They don’t use to-do lists

Throw away your to-do list; instead, schedule everything on your calendar. It turns out only 41% of items on to-do lists are ever actually done. And all those items that aren’t done lead to stress and insomnia because of the Zeigarnik effect. Highly productive people put everything on their calendar and work and live from that calendar. Jordan Harbinger, co-founder of The Art of Charm, advises, “Use a calendar and schedule your entire day into 15-minute blocks. It sounds like a pain, but this will set you up in the 95th percentile.”

SECRET #4: They beat procrastination with time travel

Your future self can’t be trusted. That’s because we are “time inconsistent.” We buy veggies today because we think we’ll eat healthy salads all week, then we throw out rotting green mush in the future. I bought P90x because I thought I would start exercising vigorously, yet the box sits unopened one year later. What can you do right now to make sure your future self does the right thing? Anticipate how you will self-sabotage in the future and come up with a solution to defeat your future self.

SECRET #5: They make it home for dinner

I first learned this secret from Intel’s Andy Grove, who told me, “There is always more to be done, more that should be done, always more than can be done.” Highly successful people know what they value in life. Yes, they value work, but what else should they value? There is no right answer, but, for many, values include family time, exercise and giving back. They allocate their 1,440 minutes a day to every area they value (i.e., they put it on their calendar), and then they stick to the schedule.

SECRET #6: They use a notebook

Richard Branson has said on more than one occasion that he wouldn’t have been able to build Virgin without a simple notebook, which he takes with him wherever he goes. In one interview, Greek shipping magnate Aristotle Onassis said, “Always carry a notebook. Write everything down…That is a million-dollar lesson they don’t teach you in business school!” Ultra-productive people free their mind by writing everything down.

SECRET #7: They process email only a few times a day

Ultra-productive people don’t check their email throughout the day. They don’t respond to each vibration or ding to see who has intruded into their inbox. Instead, like everything else, they schedule time to process their email quickly and efficiently. For some, that’s only once a day; for me, it’s morning, noon and night.

SECRET #8: They avoid meetings at all costs

When I asked Mark Cuban to give me his best productivity advice, he quickly responded, “Never take meetings unless someone is writing a check.” Meetings are notorious time killers. They start late, have the wrong people in them, meander in their topics and run long. You should get out of meetings whenever you can and hold fewer of them yourself. If you do run a meeting, keep it short.

SECRET #9: They say “no” to almost everything

Billionaire Warren Buffett once said, “The difference between successful people and very successful people is that very successful people say ‘no’ to almost everything.” James Altucher colorfully gave me this tip: “If something is not a ‘hell, yeah!’, then it’s a ‘no!’ ” Remember, you only have 1,440 minutes in every day. Don’t give them away easily.

SECRET #10: They follow the 80/20 rule

Known as the Pareto Principle, in most cases 80% of outcomes come from 20% of activities. Ultra-productive people know which activities drive the greatest results, and they focus on those and ignore the rest.

SECRET #11: They delegate almost everything

Ultra-productive people don’t ask, “How can I do this task?” Instead, they ask, “How can this task get done?” They take the “I” out of situations as much as possible. Ultra-productive people don’t have control issues and are not micro-managers. In many cases, good enough is, well, good enough.

SECRET #12: They create themes for days of the week

Highly successful people often “theme” days of the week to focus on major areas. For decades, I’ve had “Mondays for Meetings” to make sure I’m doing one-on-one check-ins with each direct report. My Friday afternoons are themed around financials and general administrative items I want to clean up before the new week starts. I’ve previously written about Jack Dorsey’s work themes, which enable him to run two companies at once. Batch your work to maximize your efficiency and effectiveness.

SECRET #13: They touch things only once

How many times have you opened a piece of regular mail—a bill, perhaps—and put it down, only to deal with it again later? How often do you read an email and close it, leaving it in your inbox to deal with later? Highly successful people try to “touch it once.” If it takes less than five or 10 minutes—whatever it may be—they’ll deal with it right then and there. This reduces stress because it isn’t in the back of their mind, and it is more efficient because they won’t have to re-read or reevaluate the item in the future.

SECRET #14: They practice a consistent morning routine

My single greatest surprise while interviewing these more than 200 highly successful people was how many of them wanted to share their morning ritual with me. Hal Elrod, author of The Miracle Morning, told me, “While most people focus on ‘doing’ more to achieve more, The Miracle Morning is about focusing on ‘becoming’ more so that you can start doing less, to achieve more.” While I heard about a wide variety of habits, most people I interviewed nurtured their body in the morning with water, a healthy breakfast and light exercise. They nurtured their mind with meditation or prayer, inspirational reading and journaling.

SECRET #15: Energy is everything

You can’t make more minutes in the day, but you can increase your energy—which will increase your attention, focus, decision-making and overall productivity. Highly successful people don’t skip meals, sleep or take breaks in the pursuit of more, more, more. Instead, they view food as fuel and sleep as recovery, and they pause with “work sprints.”

Tying It All Together

You might not be an entrepreneur, Olympian or millionaire—or even want to be—but their secrets just might help you get more done in less time and help you to stop feeling so overworked and overwhelmed.

Why To-Do Lists Don’t Work

Do you really think Richard Branson and Bill Gates write a long to-do list with prioritized items as A1, A2, B1, B2, C1 and on and on?

In my research into time management and productivity best practices, I’ve interviewed more than 200 billionaires, Olympians, straight-A students and entrepreneurs. I always ask them to give me their best time management and productivity advice. And none of them has ever mentioned a to-do list.

There are three big problems with to-do lists:

First, a to-do list doesn’t account for time. When we have a long list of tasks, we tend to tackle those that can be completed quickly, leaving the longer items left undone. Research from the company iDoneThis indicates that 41% of all to-do list items are never completed!

Second, a to-do list doesn’t distinguish between urgent and important. Once again, our impulse is to fight the urgent and ignore the important. (Are you overdue for your next colonoscopy or mammogram?)

Third, to-do lists contribute to stress. In what’s known in psychology as the Zeigarnik effect, unfinished tasks contribute to intrusive, uncontrolled thoughts. It’s no wonder we feel so overwhelmed in the day but fight insomnia at night.

In all my research, there is one consistent theme that keeps coming up:

Ultra-productive people don’t work from a to-do list, but they do live and work from their calendar.

Shannon Miller won seven Olympic medals as a member of the 1992 and 1996 U.S. Olympic gymnastics team, and today she is a busy entrepreneur and author of It’s Not About Perfect. In a recent interview, she told me:

“During training, I balanced family time, chores, schoolwork, Olympic training, appearances and other obligations by outlining a very specific schedule. I was forced to prioritize…To this day, I keep a schedule that is almost minute-by-minute.”

Dave Kerpen is the cofounder of two successful start-ups and a New York Times-best-selling author. When I asked him to reveal his secrets for getting things done, he replied:

“If it’s not in my calendar, it won’t get done. But if it is in my calendar, it will get done. I schedule out every 15 minutes of every day to conduct meetings, review materials, write and do any activities I need to get done. And while I take meetings with just about anyone who wants to meet with me, I reserve just one hour a week for these ‘office hours.'”

Chris Ducker successfully juggles multiple roles as an entrepreneur, best-selling author and host of the New Business Podcast. What did he tell me his secret was?

“I simply put everything on my schedule. That’s it. Everything I do on a day-to-day basis gets put on my schedule. Thirty minutes of social media–on the schedule. Forty-five minutes of email management–on the schedule. Catching up with my virtual team–on the schedule…Bottom line, if it doesn’t get scheduled, it doesn’t get done.”

There are several key concepts to managing your life using your calendar instead of a to-do list:

First, make the default event duration in your calendar only 15 minutes. If you use Google Calendar or the calendar in Outlook, it’s likely that when you add an event to your calendar it is automatically scheduled for 30 or even 60 minutes. Ultra-productive people only spend as much time as is necessary for each task. Yahoo CEO Marissa Mayer is notorious for conducting meetings with colleagues in as little as five minutes. When your default setting is 15 minutes, you’ll automatically discover that you can fit more tasks into each day.

Second, time-block the most important things in your life, first. Don’t let your calendar fill up randomly by accepting every request that comes your way. You should first get clear on your life and career priorities and pre-schedule sacred time-blocks for these items. That might include two hours each morning to work on the strategic plan your boss asked you for. But your calendar should also include time blocks for things like exercise, date night or other items that align with your core life values.

Third, schedule everything. Instead of checking email every few minutes, schedule three times a day to process it. Instead of writing “Call back my sister” on your to-do list, go ahead and put it on your calendar or even better establish a recurring time block each afternoon to “return phone calls.”

That which is scheduled actually gets done.

How much less stress would you feel, and more productive would you be, if you could rip up your to-do list and work from your calendar instead?