In the fast-paced maritime world, efficiency is key, but so is connection. At IMU, we recognize that the shipping industry’s complexities and variety of risks cannot be fully addressed through documents, emails, and standardized procedures alone. In an age where communication is dominated by emails, instant messaging apps, and social media, it’s easy to default to the keyboard. Yet, we firmly believe that the best solutions come not from typing but from talking.
“Phone before keyboard” isn’t just a mantra; it’s a practice that drives our approach to service and sets us apart in a crowded industry.
The limits of the keyboard
Modern technology has revolutionized the way we communicate. Smart devices keep us connected at all times, and emails and instant messaging tools have become the backbone of daily business. However, these tools often create a false sense of productivity.
Typing all day might feel like you’re getting things done, but does it create value that stands out, excels, and exceeds expectations? The reality is that written communication often lacks nuance, context, and immediacy. In a business as intricate as maritime insurance, where multiple factors – legal, financial, operational, and human – intersect, relying solely on the keyboard risks oversights, misunderstandings, and missed opportunities.
Dialogue drives understanding
In the maritime industry, the stakes are high, and decisions must be made quickly and accurately. That’s why IMU prioritizes dialogue over documentation. Picking up the phone or engaging in a video call creates opportunities to:
- Exchange information instantly: Conversations allow for immediate back-and-forth, ensuring that all relevant details are addressed in real-time.
- Clarify complex issues: In shipping, where every situation is unique, questions often arise that need instant answers. A dialogue avoids the delays of written follow-ups.
- Make accurate assessments: A conversation helps us grasp the full context of a situation, enabling us to provide tailored solutions that align with our clients’ needs.
Using the keyboard to confirm or summarize what’s been discussed is still important, but it should come after the dialogue, not before it.
Connection fuels collaboration
At IMU, our focus on dialogue reflects our core values of passion, empathy, and knowledge:
- Passion drives us to engage deeply with our clients, showing genuine interest and enthusiasm for their challenges and goals.
- Empathy allows us to connect on a human level, building trust and understanding the pressures our clients face.
- Knowledge empowers us to provide informed, accurate, and actionable insights during every conversation.
When we communicate directly, we not only solve problems faster but also strengthen relationships. This is how we live our slogan, “Growing Better Together.”
By stepping away from the keyboard and fostering dialogue, we bring a personal touch to every interaction, ensuring that our clients feel heard, valued, and supported.
Exceeding expectations through communication
“Phone before keyboard” isn’t just about how we communicate. It’s about the results we deliver. Dialogue enables us to:
- Respond proactively: Real-time communication allows us to identify and address risks before they escalate.
- Tailor solutions: By understanding the full scope of a client’s needs, we can create insurance solutions that are as unique as their operations.
- Strengthen trust: Direct, personal interactions build confidence in our expertise and commitment.
This approach ensures that the service we provide not only meets but exceeds expectations, positioning IMU as a leader in maritime liability insurance.
At IMU, we understand that great service begins with great communication. “Phone Before Keyboard” is our way of ensuring that every client interaction is meaningful, efficient, and results-driven. By prioritizing dialogue over documentation, we align our actions with our core values—passion, empathy, and knowledge—and deliver on our promise of “Growing Better Together.”
In a world where it’s all too easy to hide behind screens, IMU chooses to connect. Because in the shipping industry, where complexities abound, the best solutions are found not in typing but in talking.
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