BUILDING THE “WOW” EXPERIENCE

Modeling your agency for consistent profitable growth

Customer Expectations

Auto and Home insurance value is based on cost and cost onlyMost advertising promotes switch and save behavior!

CAN YOU CONSISTENTLY WIN THIS GAME?

What are the consequences if you don’t?

How do you WIN this game?

Do what everyone else does better!Stay close in the competitive arena!!Hope your staff responds in Fast Friendly and Accurate fashion every time.You lose when…an uncompetitive price meets a staff that’s not FFA every time!

WHAT IS SERVICE ?

Customer inquires must be acted on to satisfy expectations“service” must be FFA.Failure to meet expectations results in loss of customers.Just meeting expectations is not a point of differentiation!

Loss of opportunity

Processes Pay People

Is your personal lines operation reacting or… proactively touching your customers?

What’s said at point of sale?

Is contact made following a claim?

Are pre renewal calls made to all your customers prior to every renewal?

Is asking for referrals a way of life?

Are annual reviews offered every year?

Are cross sell opportunities explored annually?

Compensation…friend or foe?

Compensation is one of

the strongest forms of

incentive… are you

getting what you want?

PEOPLE

Do you have goals and strategies ?

Does your

present staff have the skill set to

accomplish your goals?

Will your staff implement your

strategies?

Do you have a plan if they

can’t or won’t?

Available Options

Continue with the current model. Reactive to customer inquiry Price as the focus for value

differentiation

Implement a business Model that will allow your customers to determine value by what you do and not by what you charge.

How to get OUTSTANDING results….

In any endeavor in life…first understand what others in the

same endeavor do… and then go 180 degrees in the

opposite direction and you will be phenomenally successful.

Earl Nightingale

Recommendation

Prepare your staff to grow personal lines while exceeding customer expectations.Assign an account manger to proactively sell and service to a predetermined customer baseAssign an operations manager/agent to oversee your personal lines staff

First “Golden Rule”

The sale and service of insurance is a process not a problem;

it only becomes a problem when it is

not a process.Ben Feldman

SECOND “GOLDEN RULE”

Commit to the process…not to people!

Third Golden Rule

To get bigger….. one must first get smaller!!!!

Current Goal state

“ Customers select agencyLead with price

Events not ongoing processes

React to customer inquiries

Agency selects customersValue added sales presentationRecurring processes that customers value

Proactive service replaces reactive service

The Right people

Processes for growth and retention

Pay for performance compensation plans

STAFF MODEL

Agent

Per.linesOps Mgr

Acct Mgr Acct Mgr

Satellite

Commercial operations

Financial operations

CSSR

Operations Manager/Agent

Successful training and implementation of the staff model processes Team leader of personal lines staff Reports results to agent weekly Conducts weekly staff meetings Coaches performance Hire and training of new staff

Account Manager

Manages assigned accounts to profitable growth by administering and conducting proactive processesUnderstand and evaluate growth and profit reportsAttend weekly staff meetingsSubmits weekly activity and production reports to operations manager

CSSR.

Customer requested policy level changesNew business quote preparation for account managersSet and verify appointmentsPrepare mailings

GROWING PREMIUM

There is only three things you can do to grow premium Increase new business Improve retention Increase average premium per

account

The processes in the staff model impact all three

Each customer will always experience…. (processes)

Value added sales presentation

Follow up appointment

6 month pre renewal call

Cross sell letter

Annual pre renewal call

Annual review

Claims follow up call

Interaction with their account managerFFA responses to inbound inquiry

Salaries replaced by a pay for performance compensation plan

Cost of compensation directly linked to premium in forceIncreases in compensation tied to premium growth for all positionsMessage to all is grow and prosper!! Six month transition period/maybe

Agent

Meet with the operations manager weekly to review roll up of production and activity for the agency

THIS IS A WIN ..WIN..WIN!!!

for all parties...!

FOR THE AGENT

More efficient, productive, satisfied staff motivated by a performance based systemIncrease in revenueImproved customer satisfaction leads to better retentionUltimately lowers expense ratio Frees up time for the agent to pursue their passion

FOR STAFF

Income not tied to a salary.Unlimited opportunity .Quality sales and product training.Common experience with others in the programBusiness opportunity without a large dollar commitment.

FOR YOUR CUSTOMERS

Direct contact with their Account ManagerAdvice and counsel at

Each policy renewal Time of claim, follow up after claim Annual reviews Annual missed opportunity discussions

Experience a new and better relationship with the agency

POSSIBLE PITFALLS

Possible initial staff turn overUnwillingness to follow systemCommitting to people not processesLack of attention to agency preparationWeak Operations manager