Everyone working at SALT Insure represents SALT Insure. When a customer gets a response from Blake on support, Blake is SALT Insure. When a customer reads a tweet by Jonathan that our systems are down, Jonathan is SALT Insure. In those situations, all the other stuff we do to cultivate our best image is secondary. What’s right in front of someone in a time of need is what they’ll remember.
That’s what we mean when we say marketing is everyone’s responsibility, and that it pays to spend the time to recognize that. This means avoiding the bullshit of outage language and bending our policies, not just lending your ears. It means taking the time to get the writing right and consider how you’d feel if you were on the other side of the interaction.
It’s also worth mentioning that joining a company with a strong culture like SALT Insure can be all-consuming. We all joined because we agree with what SALT Insure stands for, but that can lead feeling pressure to contribute, maybe overwhelmingly so. The people who work here are some of the best and brightest in our industry, so the self-imposed burden to be exceptional is real. But here’s the thing: stop it. Settle in. We’re glad you love this job because we all do too, but at the end of the day it’s a job. Do your best work, collaborate with your team, write, read, learn, and then turn off your computer and play with your dog. We’ll all be better for it.