Getting Staff Feedback
A key element of Leisure's innovative approach and of his success is a keen understanding of human psychology. "This approach is measuring people's emotions," he said. Leisure wanted to make sure that, when injuries did occur, injured employees were attended to. "I was thinking there's a good percentage of our staff who are injured and we're thinking they'll be fine but no one is checking on them, and they're home thinking someone will reach out to them. If we didn't interact, they might run to an attorney.
"It's building a bridge to make sure the staff member is OK, and we know how the accident happened so we can prevent future ones,'' he said. "We're pulling in all the people who matter: manager, claims adjuster, medical person. A lot of people have not had a positive experience with a claims experience--they think they're going to be a claim number." Instead, they now get personalized attention. "As a result, we have virtually no litigation against us," he said.
With such dramatic results, what's next? "The low hanging fruit is gone," Leisure said. "I'm really focused on training. That's where we can take it to next level."
His future plans include looking at "every piece of business," from purchasing to cyber risk, as well as training and the use of technology. All in all, this is a man who is proud of his successes, but not resting on his laurels. "I'm very passionate about what I do,'' he said. "I've been doing it a long time, and I still get excited every morning trying to figure out what I'm going to do next."
-- Lynn Rosen
September 15, 2011
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