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Tips to Drive Retention Rates Up

As a business owner, you strive to recruit and retain the highest quality employees to represent your company brand. Sadly, retention rates have begun to plummet in recent years. While it may seem like you have only wasted time in interviewing, hiring, and training a new employee that has a fast turnover, your company also suffers financially from high turnover rates. Compiled are some tips to help you drive retention rates back to normal:

  • Keep in mind that compensation is not as critical of a role as you may have previously thought.
  • Turn your employee value proposition mentality into job value proposition. Rather than explaining the specifics of the job description upon hiring, honestly explain the pros and cons of the position so that you can attract those who fit the job right from the get go.
  • Employees expect the opportunity to grow within a company. They are expecting career opportunities at the end of their path.
  • Many employers fail to recognize the importance of a suitable work environment. Security comes first for most employees, and then they begin to think about the level of appreciation they receive for their hard work and other factors.

For more of these wonderful tips, be sure to contact Mike’s Unstoppable Profit Producer Program. This program can lead your organization to success.

Freedom ROCKS and How to Get More of it!

One of the most frequent questions I get from other agents and entrepreneurs is how do you get so much freedom and don’t you worry about leaving the office for extended periods of time, whenever you want?  I used to, but not anymore.  You see, the agency that supports the life of my dreams has been carefully built and, consequently, I’ve taught the people that have earned the right to be part of our team to also create their individual opportunities daily to support the life of their dreams too.

I’m talking about the slowly hired team members that work in the Living Agency Laboratory. Yes marketing, operations and the rest is of paramount importance, but having the right team members strategically positioned in each facet of your money machine is the NUMBER ONE priority. One of the keys to maintaining our team is something that we just completed, which I affectionately call “Team Member Vision and Check-Up Day”.  For me, these days are some of the most important days of the year and before the day comes I plan, plan, plan and visualize in my mind exactly how it’s going to go.  This is what it looks like:  Every team member gets approximately one hour in my office, behind my closed door, to have a conversation with me and me only about their current situation, their future situation, and how they can contribute to our business going forward.

Additionally, we allow them some time to talk about personal things, if need be.  Before I go into this day, I always prepare a one-page script of very pointed questions, designed to elicit information, thoughts, visualizations and other matters of importance that need to be discussed.  Through these conversations, we are able to help the team members solidify their current goals, personally and professionally, start planning for their next set of goals for the coming year, and overall discuss how they can be a better team member, contributor to our agency and to the goals of our agency heading into the future.  Every time these meetings happen, it gets better and better.  This not only gives the team members a lift and gives them clarity in what they’re doing, it also helps me be a better leader and helps all of us collectively plan for the future and to set goals for the coming year.

After going through the process this year, I’ve now decided that I’m going to perform this twice a year at a minimum.  The nuggets have become so valuable and have helped create great clearness in where we’re going into the future.  In addition to that, it positions me as a team leader and agency owner to make changes in our personnel and the way we do things, our scripting, our operations, and much, much more.  By designing these conversations with specific questions, we are able to help the team members see exactly where they’re at.  If there are things that need to be fixed, it’s the perfect opportunity.  In the sessions that just ended, I planned one of the chairs in our agency, a very key chair, for many years to come(as long as she holds up her end of the bargain).  That lifts a potential burden off of my mind, allows me complete focus on the things that I need to continue to do so that our agency continues to churn money week after week, month after month, year after year.

Thought it would be helpful to list a few of the key scripted, pinpointing questions that I asked my team t behind closed doors:

1.            What thoughts do you have about your progress and our progress in 2012 so far?

2.            Why do you show up daily?

3.            Are team meetings of value to you? Why or why not? What can be done, in your opinion, to improve them?

4.            What are your expectations of this business to support your growth and advancement in the insurance agency business in the future?

5.            Discuss your expectations for yourself for 2013

Note: the most important part of facilitating these conversations is to STOP TALKING after you ask the questions. The answers and information you are looking for will come if you just listen for it.

Make a Difference, Be Unstoppable, Leave NO Regrets

Mike Stromsoe

 

Good News

Hundreds of people that are cared about deeply, respected and are considered lifelong friends have encouraged me many times over to provide this information to as many people as possible. Take a look at the good news below. I hope you can make it. It is going to be the beginning of something GREAT!

Good news

 

Wishing you continued massive success!

“You can have everything you want if you’ll simply give enough other people what they need”
Zig Ziglar

What Do Jim Irsay and Mark Davis Have In Common?

The ANSWER is here..

Having a world class team is the NUMBER ONE priority in any business.

If you would want more info about the Unstoppable Profit Producer Program™ or my Step by Step Hiring System, Take Action Now.  Call 800-770-9984 or Email [email protected] today and start living life on your own terms.

And remember, Implement, Execute and Take ACTION!

PS  “We don’t build businesses, we build people and people build businesses.”    ~ Zig Ziglar

Hiring the Gifted Team-Part 3

Please accept my apology, this is long over due. Our total protection team continues to explode our agency.

Here is a real world sample of the exact autoresponder sent to prospective applicants who get past the first two steps. I am continually amazed at the number of qualified people who cannot follow directions!!

*******************************************
Hello $ToFirstName$,

Thank you for requesting more information about a position on our team. In this email, I want to accomplish several things all designed to save both of us time and effort:

1. Provide a list of requirements and expectations.
2. Provide more detail on the job description.
3. Provide some information about us.
4. Explain how to apply if you decide to pursue this opportunity.

If you can meet all of the following requirements and expectations, I hope you will continue with the next step of our hiring process.

* We are located in anytown, TX. You must be able to get to work reliably.

*Work hours are 8:30am to 5:00pm Monday through Friday. Lunch is 30 minutes and all team members are on flexible lunch breaks.

*You must get to work on time, period. You know yourself, so be honest right now. If you can’t get to work on time, please don’t bother applying.

*You must have excellent computer skills and be open to increased automation of all tasks. We file and fax electronically. We strive to eliminate paper wherever practical. While you do not need prior experience with electronic filing, you won’t be happy here if you are addicted to paper or afraid of computers or automation.

* A high level of proficiency in MS word, MS Excel, MS Publisher and MS Power Point is required

* You must be able to change job tasks on a dime

* You must be able to spell, do basic math functions, and have solid written communication skills

*You must have a positive, upbeat attitude.

*You must be honest and ethical too.

*You must be committed to work when at work. We do have a friendly, fun environment but it is work which is why we pay you. If it was all fun, we’d have to call it an amusement park and charge you to be here.

*Similarly, excessive contact with non-business persons during the work day isn’t tolerated. Everyone has a life. Some personal business must be conducted during work hours. Car’s in the shop, kids checking in after school. Understood. However, such contacts must be kept to necessary contact only – that includes emails too.

*You must be committed to learning. Change is constant and fast in our office. Streamlining and automating systems and procedures, new tools and software, and the ever-changing insurance world. If this scares you, you probably won’t be happy here.

*You must be able to work independently and be organized.

*You must be willing to follow procedures. Some things need to be done a certain way. Other things may require creativity and personal choice. When there are procedures, you must be able to follow them.

*You will work with several account managers. You must be willing to work as part of a team.

If you’re still reading at this point, here’s some information about the job itself. You do not need experience in all the areas, but the more the better of course. Responsibilities include:

*Processing support for licensed agents including data entry, electronic filing, and correspondance.

*Light bookkeeping in support of policy transactions.

*Preparing various insurance documents.

*Additional interface with customers including outbound phone calls to customers to gather data.

* Every day is different. Always a busy and changing environment. Marketing every single day is a must.

*Any other clerical or support tasks as requested. In other words, whatever we need done related to the business.

If you think you qualify and would enjoy this job, then here is some information about us and our benefits:

We are an independent retail insurance agency. We represent many insurance carriers.

We’ve been in business since 1977 and been family owned since 1982.

We presently have a staff of ?? full time persons and ?? part time people

Our benefits program is excellent. Currently it includes:

*Health

*Life

*Retirement Plan

*Paid time off which includes

* ?? paid holidays per year.

*Bonus and incentive plans after a specified period of employment.

If you are interested in applying for this job, please send me your resume and your salary requirements:

1. By email to [email protected] DO NOT reply to this email.

2. The subject line of your email must state two things:

a. Your first and last name
b. winner

Thanks for your interest

Super Team Leader
President and Team Leader
Future Mega Agency
******************************************

Once a qualified person responds to this, you should have a resume. Personally, I am looking for:

1. ability to write well.
2. not too many jobs in the past 5 years (loyalty to team)
3. intagibles

At this point, if you want to go to the next step, 1-2 aptitude tests are in order. This will be the next blog in our “Hiring the Gifted Team” series. Stay tuned.

How about you? Share your experiences, good and bad, to help others.

Should You Hire Experienced CSRs or Hire No Experience?

There’s great debate among agents over this. You’ll find agents on both sides of the fence, and most who just don’t know.

From my perspective – for many reasons I won’t get into here – hiring no experience is the way to go. However, I also know that sometimes you just have to hire an experienced CSR.

When you do, don’t just throw that person into their role thinking they require no training.

This is the main reason experienced CSRs end up causing problems. They bring somebody else’s business philosophy with them … and potentially lots of bad habits.

So, here’s a little training program for your newly hired, experienced CSR to adopt “your way” of doing business. Do this first and they’ll be much more effective in their CSR role.

Start the new person out as the receptionist or admin assistant – just for a week. Here they’ll see your systems in action at their simplest level.

They’ll work from an Accountability Checklist and refer to procedures that explain how to do tasks.

They’ll learn your phone and visitor management systems. They’ll learn your tools and software by actually doing simple tasks.

Bonus: you’ll quickly identify a hiring mistake without disrupting your service team or client relationships. How?

If your new hire can’t function within your simplest of systems, they’re going to resist everything you do and try to do everything their way. Cut ‘em loose and try again.

After a week, move them into an assistant’s role for another week. Here they’ll get deeper into your organized processes and procedures and learn more tools, checklists and software.

At this level they’re learning how you separate duties and delegate work. They’re learning all the things they will NOT do as a CSR.

After a week (or two) as an assistant, they’re ready to move into their permanent CSR position. They know your tools and systems. They know your way of doing business – your policies and procedures. They know what the assistants do and what to delegate to them.

Now they can focus on client relationships … and do things “your way”.

Think this through and develop your training program. Trust me, it’s worth the small effort!

Make a difference, Be Unstoppable, Leave No Regrets