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Musings

Winning and keeping delegated insurance capacity

Brief blog post today and about my favorite subject, Insurance – sorry to all those people reaching for the unfollow button.

So apart from a strong stomach what else does it take to work with insurers? How do you get the best out of them if you’re running a Managing General Agent or some other delegated authority arrangement?

By way of help and advice I contributed to some work being undertaken by Evermore Digital. The blog link os below. It’s worth a quick read but feel free to make contact if you need any more advice or support.

https://www.evermoredigital.com/post/winning-retaining-insurer-capacity

It’s tough in the UK market (amongst others) at the moment with insurers again recognizing that profits on underwriting are important. This is driving prices up, capacity down and a focus on core coverages. It’s bad enough for intermediaries but a B nightmare for customers. And at the same time as the industry has been found wanting on Bi coverages from Covid losses. So making sure you get snd keep high quality capacity is critical for any Delegated Authority holders or MGAs.

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Buildings and Places Uncategorized

Hanoi. Growing up quickly

It’s loud it’s busy it’s a messy energetic city of hope. I love it. Like I love a large amount of South East Asia but Hanoi has a special place in my heart as this was the first city we travelled to outside the expat homeland of Hong Kong.

Only an hours flying time from the glitzy, shopping centre that Hong Kong has become the contrast couldn’t be much bigger. Hong Kong is brash, bright and, in its own mind wonderfully successful while Hanoi is the little brother that it desperately hopes won’t mess up the sandwiches. Which of courseHanoi sets out to do, and does, very effectively. To the extent that it even has its own sandwich.

But it is the energy of the place that astounded me when I first arrived. Hong Kong is brash and bright and everyone wants to make money – end of the discussion. But in hanoi everyone wants to do everything, live, learn, make money, eat, teach, and shout. And mostly while riding a moped. If anyone has seen the Top Gear special that they did in Vietnam and wondered if it was really as busy as the pictures showed (surely they cut it to look busy?) well I can assure you that it is a lot worse than you see on the film. I think it was James May that compared his scooter to a US tank with the line that the scooter has freed more people than the tank ever did and in Hanoi, as a microcosm of the cities in Vietnam he was exactly right.

Mopeds are everywhere, occasionally on the tight side of the road going in the right direction but mainly coming at you from in front behind and ay other direction possible. I have yet to see one fly but its only a matter of time. Some video will give you the idea.


Crossing the road in Hanoi is an experience. Locals helpfully give you the rather distracting advice just to ‘step out and keep going straight the bikes will swerve round you’ or that is what I think they are saying as my local language skills aren’t too strong. But the advice does seem to work (testament as I am writing this after two trips to Hanoi) and the bike riders do seem to realise that killing pedestrians isn’t a good idea; especially if you are riding with Grandma, your husband, your children and your dog all on the same moped.

Cars however are another thing. 3 years ago when I went to Hanoi there were a handful of cars on the road, mainly taxis, and they had adopted the riders ideas and tended to swerve round you. Which is no mean feat in Hanoi where many of the roads are only wide enough for a couple of bikes. But I have to report that Vietnam in its headlong rush to develop has seen a rapid rise in the number of cars and the new car drives, probably never having ridden a motorbike, have not worked out that you can go round pedestrians. And so they don’t. Which makes crossing the road a far less exciting experience than wading trough mopeds doing their best to avoid you.

Hanoi sites on the Red River about 85 miles in land from the South China Sea. Hanoi is the national capital although it lost this title to Hue after 1945 following a successful take over by Ho Chi Minh. It only regained the title in 1954 after the French, who used Hanoi as their regional center for Indochina, were defeated at Dien Bien Phu. At the end of the Vietnam war in 1976 Hanoi was once again declared the capital of the new Socialist Republic of Vietnam.

Visiting any Asian city is always an experience and you long to write about the scents of perfumed streets, the quality restaurants and the calm of a city going about its business. And if you do you’ve never been to a developing Asian city. The noise is all mopeds and horns, the smells are two stroke fumes combined with outdoor cooking smells and the city is anything but calming. It’s noisy, smelly and exciting and I wouldn’t have it any other way.

 

 

Categories
Change Communication Customers People

I guess we have a way to go…

There are more men on corporate boards named John, Robert, William or James than there are women on boards altogether – The Washington Post

As you will have seen from a previous post – Let’s take a stand –  I am a strong supporter of inclusion. Articles like this one reinforce the need to keep trying to make a difference.

And there are many reasons why it makes sense to do so for any business. Apart from fairness alone (50% of the population are women) results improve for more balanced companies and decision-making becomes more rounded. Groupthink is avoided.

And with more women running businesses its possible they will want to deal with companies who recognize this fact. According to research undertaken across East Asia in 2013 between 38% and 47% of all SME’s businesses are owned by women. With SME’s accounting for the majority of economic output in most countries women will have an ever growing impact.

Probably sensible to be prepared then.

Change will take time but let’s keep going.

 

 

 

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Uncategorized

For cultural sensitivity training – take a taxi

I have to admit that I probably take too many taxi journeys in Hong Kong. And the only justification I really have is that they are a very easy and cheap way to get around town. I know that they are not the most environmentally friendly alternative – although even in Hong Kong there are now a few Prius taxis, and that they clog up the highway but I still take them.

They work and that’s very important. And not only that, as I have discovered taxi’s are a great way of learning a bit about a different culture.

Like taxi’s all over the world the way the Hong Kong system works remains a mystery to me. Why for instance does a taxi driver need 6 or more phones on the dashboard? Apparently to make sure that they can give a personal number to a preferred client who can call them directly. I suspect no client is ever going to know that someone else is also using the same number but that’s Hong Kong for you.

I am fortunate to live in an area where local taxi drivers tend to park overnight. Great news in the morning if you get your timing right. Hint, leave at 7 to 730am. Get it wrong and you can be waiting for a while. Just don’t think about trying to get a taxi at 4pm as this is shift change time.

And if you’re in Hong Kong I’d really recommend you download the Hong Kong Taxi App which is an absolute lifesaver.

Oh and sit in the back.

In Sydney however sit in the front. It took me a long time to work out why when I got in a taxi the front seat was pushed so far back. Coming from the UK where you actually can’t sit in the front of a black cab I’m afraid I always sit in the back. Which in Sydney is the wrong thing to do. For some reason the driver wants company; and wants to talk to you. Now taxi drivers in London are known for being talkative but I’m afraid are just not in the same league  as in Sydney – and I never thought I would say that. So be prepared to talk. And being new to the country and not knowing anything about local politics/sport/celebrities/weather etc. is no excuse for silence.

In Italy, where I have just come back from, sit in the back, put a seatbelt on and if I may suggest, a crash helmet and full body armor. Now I know stereotypes are dangerous but I have not been as scared in the back of a taxi for a long time, nor as close to the car in front. I thought we had actually got into the back of the car in front at one point. I wonder if you order your dents at the same time as you order your car to save the hassle of actually crashing into someone.

New York is of course a completely different experience. You either climb into the back of an old Ford Crown Victoria or the slightly newer Ford Escape. Remarkably both are rubbish which is quite an achievement. The Victoria has no suspension and the Escape (never was a name less deserved) has no room in the back. Literally no room, as the screen that is installed between the front and the back takes up all the room. Cutting your legs off is the only way to fit. And both taxi’s come with a driver who will almost certainly have no idea where you are or where you want to go. In a city like New York that is largely a grid pattern it is a mystery how authorities manage to find so many people with no sense of direction. I really think I should have been paid by the driver in some cases.

However the prize for the best taxi service goes to (drumroll please) Bangalore.

I suspect some might be surprised by this choice but let me elaborate. As service goes picking my bags up from the front desk of the hotel isn’t that uncommon. Nor is getting my cases out of the back when we arrived at the airport. What was slightly unusual was the insistence of the taxi driver to accompany me to the check in desk, and then thru security, and then thru the gate and onto the plane, and finally waving goodbye only after providing me with a glass of champagne. And then only accepting what the meter showed.

Taxi’s teach you something about a country and its people. If you want to know more get a bus. But that’s a whole different story.

Let me know your taxi experiences

Categories
Customers Service

My passport? O que?

I have mentioned in a few postings how much I value speed of service and how some organizations put so much effort into making things simple and efficient. So it came as somewhat of a surprise to me to be writing this blog as a result of being refused entry to a country and being put on a boat back to Hong Kong; oh and at the same time abandoning my children to their fates.

Categories
Change Communication Customers

I thought you said this was about business?

Well yes I did but you’ll have to forgive me if I take a look at some other things. I will try and be a good business person and focus a bit more. And todays posting is all about communication. Communication and how to design a business that people want to work in.

Communication is extremely important in the world in which we live and work today. This is even more important if you’re looking to do business in another country.

Image courtesy of porbital / FreeDigitalPhotos.net
Image courtesy of porbital / FreeDigitalPhotos.net

As an Englishman in New York I was, even after over 3 years, still surprised about how differently the British and Americans use the English language. Sometimes even though I try and speak the same language I’m afraid my version of English sometimes means I don’t always communicate as clearly as I could.

Obviously I’d prefer it if I could have encouraged my American friends and colleagues to speak the right version of English but after 36 months of trying I am close to admitting defeat.

 

Categories
Change Customers Risk

Instructions please – nothing is the same anymore

I wondered in an earlier blog about whether Instructions are important or not. They are.

I was recently in the UK and as usual when there I rented a car. This part of the process is very simple. I apply on line, get the confirmation, get an email when I arrive telling me which car I have and where its parked. Ignore that email and go find the actual car that they want me to have –  a Mercedes Model B . Usually from arriving at the garage I am on the road in under 5 mins. This is great customer service.

However, in this instance, getting the car to move became a whole different problem. Nothing is the same anymore.

Categories
Customers

Travellers tales – or nightmares on the road

Hotel California by the Eagles includes amongst its many lines ‘you can check out anytime you like but you may never leave’ which provides the perfect point from which to launch this weeks posting all about hotels and travel. I have been fortunate enough to stay in many hotels, in many countries and for many different reasons.

Some have been dire (you know who you are) and some have been great but what is it that makes the difference? Surely having high quality shower gel makes the difference? Well no. Maybe its the free newspaper that is hung on your door at night? Again no. So it must be the staff? Yes to a point. Good staff will make a poor hotel better and poor staff will ruin a good hotel but that’s only half the story.

And while on the subject of ‘poor staff’ let me digress for a moment. I doubt many hotel owners go out of their way to recruit ‘poor staff.’ I doubt you’ll see a job advert seeking ‘staff with no idea and no desire to help wanted as a hotel receptionist.’ Poor staff are inevitably the result of poor recruitment practices and even more importantly a lack of suitable training. Poor staff is an excuse and any business leader who’s staff are accused of being poor should hang their head in shame. No really, hang your head in shame if your staff have ever been called poor. Or change your HR people. Do both. Now.

So good staff help but at  the end of the day I have summed up what makes a good hotel as ‘its one that just works’. Meaning what exactly? After giving it some thought there are three things a great hotel does well

  1. they recognize that people want a simple check in process that moves you from street to room as soon as possible
  2. there is an understanding that all the staff have a role to play in making the guest feel welcome even if only staying overnight. It is the cleaner who welcomes you to the hotel with a smile that makes as big an impact as the receptionist
  3. a great hotel has all its facilities working and when there is a problem (as there inevitably will be) they try and sort the problem out. They let you know what they are going to do and then they do it; no fuss just competent problem solving.

Actually when you think about it these three could apply to any business. And yet so many places I stay can’t make these three simple things work.

I wonder why? What makes a good hotel experience for you? Or for that matter what makes any customer experience good?

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