GEICO Returns The Love
publication of my July 27, 2004 column, “I
Am Not A Lizard, But…”, I received an unprecedented amount of e-mail
publication of my first column over five years ago, it’s not been
unusual for me to receive a moderate amount of e-mailed comments
post-publication of a new piece, and most of it has been positive and
constructive. I have occasionally attracted comments from individuals
who apparently do not occupy the third dimension, Planet Earth, any
location too far outside the suburbs of Atlantis or any compound not
under the direct control of Jedi Knights (in no particular order.)
occasionally attract the ire of L. Ron Hubbard fans, parents who don’t
believe in vaccinating their children and geocaching fans (www.tmcnet.com/tmcnet/columns/tracey032002.htm)
who don’t want their sport publicized so they can keep it exclusive from
groups of noisy, GPS-wielding amateurs. On the flip side, some of my
columns have attracted praise from slightly shadowy anti-government
groups, space alien diplomats, flash mob organizers (www.tmcnet.com/tmcnet/columns/tracey080603.htm)
and someone named Sven.
never before experienced is such an overwhelming amount of positive
responses from a company about which I’ve written. In the weeks since my
praise of GEICO, I’ve received a steady stream of happy e-mails from
GEICO employees ― from training managers and marketing personnel to
front-line agents. I’d like to share a selection of them, because I
think they speak for the company’s culture and policies. These GEICO
employees chose to take the time to write to me and express how proud
they are to be an effective part of their employer’s customer service
edited the responses a bit in the interest of brevity. I extend thanks
to everyone to took the time to write.
I thoroughly enjoyed reading your comments about my company. I’ve been
with GEICO for three years and have been impressed with their emphasis
on customer satisfaction and our associates’ ability to interact with
I also enjoyed your references to family humor throughout your
writing. Our family upbringing plays a significant role in who we are
and what we become in life. Keep them in your writing; the reference is
applicable to everyone. And...c’mon, the Gecko is kinda cute.
We appreciate you as our customer.
Operations & Training Manager
Thanks so much for your glowing article about GEICO! I’ve been with
the company for almost 28 years and it makes me proud that our
customer-contact folks did such a great job for you. It makes me proud,
but not surprised. I was teaching a class to our new sales counselors in
our Lakeland, Florida office a few years ago and one of the folks asked
me if we had claims people who just drove around looking for accidents.
After I said, “No, why do you ask?” she explained that she’d gotten a
call from a lady who’d gotten into a fender bender on the highway. When
the two drivers pulled over to the shoulder, another car pulled up, the
driver hopped out and asked, “Are either of you insured with GEICO?” The
other driver was, and the stranger (who was one of our claims adjusters)
took care of the estimates right on the spot. Now that’s service, baby!
The lady was so impressed she just had to switch to us.
I wish you many happy years with GEICO!
Human Resources Information Systems
had the article on GEICO forwarded to me by one of your readers. I just
wanted to thank you for taking the time to write about a good
experience. In the insurance industry, no news is good news, because
people usually just let you know when you screw something up. You would
think a “gush” article like yours would swell our heads and breed
complacency, but it doesn’t. Instead, it puts the pressure on and makes
us strive to do it better every time we pick up the phone. If you decide
to run out and buy a motorcycle, please let us know. We offer great
product through our Cycle-Gard division. The Gecko looks even better
riding his Harley.
Thank you so much for
your recent editorial concerning your switch and experience with
GEICO. As an employee of this company, it is so refreshing to hear such
terrific stories of our services and what a pleasure it has been in
dealing with our company. Even after those tiring days of having over
thirty different personality types on the phone (ranging from pleasant
to quite unpleasant), it takes a tremendous amount of energy to maintain
a professional attitude as well as a sincere personality. May the rest
of your experiences with GEICO be just as positive.
I just read your article
about GEICO insurance company, and as a Claims Manager (I work in our
Virginia Beach office) for the company, I was very pleased to hear of
our great service and to read your words of praise.
I hope that we can
continue to service your insurance needs and that we can maintain the
high level of customer service that you have come to expect.
It sure sounds to me like
we would not want to get on your bad side, and I’m pretty sure I don’t
want to have any dealings with Mom.
not resist writing you. I am such an enormous fan of writing and I also
very much enjoy GEICO. You are a remarkable wordsmith. I laughed out
loud several times, which brought several inquisitive comments from my
co-workers. As we are all employees of GEICO, I sent them your article,
and now they are laughing as well. It is spreading like a plague across
our department as I write. If we had an office in Tel Aviv, I am sure
their problems would be worked out by noon.
been with GEICO for almost four years. They have promoted me four times
and been incredibly supportive of my career. I continue to learn every
day I work here and I absolutely love what I do. I am an analyst (read
“data nerd”). I thought you might like to hear about the event that made
me an employee for life. I had been with GEICO for about two months,
when an e-mail arrived in my inbox. The CEO, Tony Nicely, was making his
annual pilgrimage to the Iowa office, and I was being invited to meet
him. All of the new employees were told that he would spend a half hour
talking with us and answering any questions we had. Mr. Nicely was
charming and encouraged us to ask anything we wanted. Being new, we were
fearless and let him have it with some very tough questions about the
company. He answered every one of the queries directly and with a
smile. After spending two hours with us, we were out of questions and we
went back to work. At that moment, I decided I was going to give GEICO
30 years, as a test, to fully decide if I wanted to make this a
career. Thus far GEICO has passed all muster.
work in the Corporate HQ in Chevy Chase, Maryland. It is quite a bit
different than Iowa, but it is still just as amazing as the experience I
had back home. I thank you for sharing your experiences with GEICO, as
it has made my day.
just finished reading your article, “I Am Not A Lizard, But...” and I
wanted to say thank you. I worked very closely with a dedicated team of
recruiters, colleges and universities to recruit grads into our “front
line” positions (sales, service and claims). It is feedback like your
article that makes our jobs fulfilling. I plan to pass the article link
on to some very deserving associates.
Thank you so much for
I appreciate your
comments as a sales supervisor!!
Tracey Schelmetic may be reached for comment at firstname.lastname@example.org.