Setting the Stage: After implementing the highly successful “Customer Connections“ training program (which targeted Farmers 10,000+ Claims Reps and resulted in over $10MM in bottom line improvement through higher customer satisfaction), Farmers needed to make sure its supervisors were trained to coach the rep population effectively, to reinforce the behaviors that were driving better financial performance.

Playing the Part: We created the video series, “Coaching Connections” in partnership with The University of Farmers and coaching thought leader Fred Harburg. “Coaching Connections” is an engaging video-based e-learning program that tees up common supervisory challenges in a funny, relevant way. The final program was self-directed, allowing supervisor participants to view typical scenarios (heightened for comedic effect) and choose from a series of humorous alternate endings, all of which reinforced right and wrong choices in a memorable way. “Coaching Connections” received the Gold Hermes Creativity Award winner for communication and training.