More Tips & “How-To” videos at www.FYIExpress.com
EXPRESS “What You Don’t Know Can’t Help You!” … Eddie K. Emmett, Editor / Publisher
Touched by an Agent In This Edition TOUCHED BY AN AGENT ................. 1 UNFAIR ADVANTAGE M ARKETING ... 2 SEA PALMS CONFERENCE AGENDA 3 IT’S THE PEAK OF HURRICANE SEASON. ARE YOUR CLIENT’S PREPARED? ................................... 4 26 WAYS TO GET MORE SALES FROM INSURANCE PRODUCERS ....... 7 HOW TO HOLD YOUR SALESPEOPLE ACCOUNTABLE ............................. 20 INSURANCE HORROR ON MAIN STREET........................................ 28 DO CSRS NEED TO BE LICENSED? 32
I read somewhere recently that the majority of policyholders would like to hear from their insurance agent occasionally. How often do you reach out and “touch” your clients? How about “Never”? Is the only communication they receive is in the form of a plainvanilla renewal notice from their carrier?
Internet Marketing & Social Media Boot Camp November 11-12 at Sea Palms Resort on St. Simons Island, GA Agenda on page 3 in this issue
FYI Express
Even then do you take the time to send them a “Thank You” for continuing to entrust your agency with their insurance protection? How about prospects that you did not close? Do you have a means of following up with them in a timely fashion or do you just throw away the prospect’s info that you paid so dearly to acquire?
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Do your CSRs and Producers tell you that they just don’t have the time to do any of the above? Do you think it would be too expensive in time and money to stay in contact with current clients and prospective customers? It wouldn’t be if you know how to find and use the free Web Marketing & Social Media tools. I will be teaching a “Hands-On” Internet Marketing & Social Media Boot Camp on November 11 – 12 at Sea Palms Resort on St. Simons Island, GA. I have secured a limited number of rooms for only $99.00 each night. Online reservation link at www.Georgia-Agents.com. Cutoff is 5:00 p.m. on 10/28/15. Don’t delay … reserve it today! Continued on page 2
October 2015
More Tips & “How-To” videos at www.FYIExpress.com
Are you a member of …?
Touched by an Agent
Agents First! (www.AgentsFirst.org)
Continued from page 1
Georgia Insurance Agents Alliance (www.GeorgiaAgents.com)
Bring your laptops and iPads so you can have the experience of doing the following for FREE:
Specialty Insurance Agents of FL (www.SIAoF.com)
Zero in on your agency’s weakest web presence
Claim your online listings
Get on Page #1 in Google
Create a YouTube Channel for your agency
Create animated promotional videos
Create a Facebook for Business Page
Create eNewsletters
Send video “Thank You’s”
Find free content for your eNewsletters and Social Media
Members in good standing (that means you paid your current dues) and their entire staff are welcome to attend the Internet Marketing & Social Media Boot Camp for free. Otherwise, you may attend for one day for only $59.00 or both days for only $99.00. Can’t leave your office? No hay problema. You may learn at your own pace by watching the 10-part video series I am creating based upon the content. Join either of the above associations for only $99.00 and you’ll have access to the Members Only Section where I have stored the videos and tutorials.
Unfair Advantage Marketing You have great companies. You have great employees.
Practically every agent I know has a great closing ratio if they can get in front of a prospect.
All you need now are prospects. FYI Express
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What you need is an up-todate, cutting edge Unfair Advantage Marketing System. They are free to members of my organizations. October 2015
“Hands-On” Internet Marketing & Social Media Boot Camp GIAA & FYI Express & Agents First! Southeast Fall Conference November 11th – 12th on St. Simons Island, GA
Relax … Learn … Network Attendee Register Online at http://agent-seapalms2015.eventbrite.com It’s a Beautiful Day at Sea Palms Come relax in the lush oasis that is Sea Palms Resort. Take a walk under ancient live oaks, where the ocean air mixes with a soft marsh breeze. Bike on the beach, play golf, tennis or just relax on your balcony overlooking the island’s natural beauty.
Deluxe Guestrooms as low as $119.00! Golf only $55.00! We have arranged a special room rate at Sea Palms Golf & Tennis Resort (http://www.seapalms.com) HU
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Call Sea Palms Resort Reservations at (800) 841-6268 and tell them you are with GIAA! Online Room Registration Information at www.AgentsFirst.org and www.FYIExpress.com and www.Georgia-Agents.com .
Free Registration for Association Members & Staff. Free Pass Codes have been e-mailed to current members. One day non-member costs $59.00; both days’ cost $99.00. Can’t make it but you want to learn how to do all of this? Join for only $99.00 per year and watch the “how to” videos from the comfort of your desk.
GIAA & FYI Express & Agents First! Fall Conference 2015 Agenda
Wednesday, November 11th
Thursday, November 12th
How to be on page #1 in Google
The Power of Videos
8:30 a.m. – 11:30 a.m. Bring your laptops & iPads for “Hands-On” Training: How & Why to claim Local Listings How to create a $1.00 per month website with custom domain & e-mail address How to get Reviews and boost your online visibility 11:30 a.m. – 1:00 p.m.: Lunch on your own
Facebook Advertising Simplified 1:00 p.m. – 4:00 p.m.: Bring your laptops & iPads for “Hands-On” Training: How to set up a free Facebook for Business page How to laser-target your prospects and pay pennies for each time your ad is viewed. How to create Facebook ads 4:00 p.m. – 6:00 p.m.: Free Trade Fair & Hospitality Suite Enjoy St. Simons Island … Dinner on your own
8:30 a.m. – 11:30 a.m. Bring your laptops & iPads for “Hands-On” Training: How to set up a free YouTube Channel for your agency How to make Customer Appreciation videos go “viral” How to create free custom insurance agency videos 11:30 a.m. – 1:00 p.m.: Lunch on your own
Virtual Client Communication 1:00 p.m. – 4:00 p.m.: Bring your laptops & iPads for “Hands-On” Training: How to find content and create eNewsletters for free How to create and send a video e-mail for free How to get into your client’s cell phone Contact List 4:00 p.m. – 6:00 p.m.: Free Trade Fair & Hospitality Suite Enjoy St. Simons Island … Dinner on your own
More Tips & “How-To” videos at www.FYIExpress.com
IT'S THE PEAK OF HURRICANE SEASON. ARE YOUR CLIENTS PREPARED?
The animated Flood Risk Scenario Tool, which shows how various weather and environmental factors can lead to flooding.
Financially Fit for Flooding “Financially protecting yourself is just as important as physically protecting your property,” said Jeanne M. Salvatore, the Insurance Information Institutes senior vice president and chief communications officer. “Contact your insurance agent to determine the right amount and type of insurance policy as soon as possible. It may be the most important decision you make this year” Jeanne Salvatore along with Jim Cantore, meteorologist and co-host of AMHQ on the Weather Channel, are encouraging consumers across the country to learn their flood risk and contact their insurance agents. Are you prepared to answer questions from new and existing clients about being financially prepared?
Infographics to help explain the actions to take before, during, and after a flooding event. Visit Agents.FloodSmart.gov for more resources and information. Meet Max Flood and Get Flood Savvy Communicating flood risk to property owners is important, and there is no better teacher than Max Flood, the flood insurance expert extraordinaire. Watch FloodSmart’s new animated video to learn more about the benefits of our Agent Program, including how easy it is to sign up for free leads and grow your business. Meet Max Flood and become FloodSmart today! Spread the Word on Social Media
It is important that your clients know the essentials of flood preparedness, including a plan to secure their family and property in case of flooding. Financial preparedness for flooding is often overlooked, as many property owners are unaware of the risk for flooding in their area as well as the financial implications of flood damage.
Want to find new ways to engage with clients on social media? Keep in touch with your clients using FloodSmart’s social media resources. Visit the Social Media Messages page on Agents.FloodSmart.gov for seasonal content to share on your Facebook and Twitter platforms.
Encourage your clients to purchase flood insurance to financially prepare for flooding. Use the following FloodSmart tools to help your clients understand their flood risk:
Have you attended FloodSmart’s free webinars? We offer three different presentations that focus on marketing flood insurance and how using FloodSmart tools and resources can help you speak flood. Each webinar also provides an overview of the Agent Referral Program the best way for qualified agents to get free flood insurance leads.
The interactive Cost of Flooding Tool, which calculates the financial impact of flooding.
Webinar Updates
Continued on page 6
FYI Express
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October 2015
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More Tips & “How-To� videos at www.FYIExpress.com Direct Mail Updates
Important Program Changes Affect Your Clients
FloodSmart launched a new retention direct mail piece in August intended to remind policyholders that their policy is about to expire and reinforce the benefits of having flood insurance. This retention mailing uses illustrations from the current FloodSmart advertising campaign to reinforce the message to consumers to Protect What Matters. The piece encourages policyholders to contact their insurance agent to renew their policy. Different letters accompanying the piece are tailored based on risk.
FEMA continues to implement provisions of the Homeowner Flood Insurance Affordability Act of 2014 (HFIAA). Many of these provisions will affect your clients. Since April, every National Flood Insurance Program (NFIP) policy has included an annual HFIAA Surcharge. Policies for owners of primary residences include a $25 surcharge. All other policies include a $250 surcharge. To ensure that your clients pay the correct surcharge at renewal, they must complete and return a Verification of Primary Residence Status form within 30 days of receipt. The letter and form are mailed by the flood insurance provider before the renewal notice. Additional program changes will take effect in April 2016. FEMA will issue a WYO Bulletin on Oct. 1 describing the program changes, and your carrier likely will share the information with you. For additional resources and information about program changes resulting from HFIAA, visit FEMA.gov/flood-insurance-reform.
FYI Express
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October 2015
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DirectGeneral.com • 1-877-GO-DIRECT Insurance is underwritten or administered by members of the Direct General Group, Nashville, TN.
More Tips & “How-To” videos at www.FYIExpress.com
26 Ways to Get More Sales from Insurance Producers Written by John F. Carroll 2. By Age: Which producer is closest in age to the lead? 3. By Gender: Do some producers sell better to one gender? 4. By Other Demographic: Which producer matches the overall demographic of the lead? 5. By Value: give the higher potential leads to the best closers The more your salesperson looks, sounds, thinks and behaves like the prospect the more they’ll sell. 2) Constantly Remind Them “Why” When you’re selling insurance all day long it’s easy to forget WHY you’re doing it. Your salespeople can think they’re helping people, strengthening families, and contributing a valuable service to society.
Want more sales from your producers? Stupid question, huh?
Or they can think they’re insurance quoters.
Getting the most from your salespeople is one of the biggest roles of an agency owner but it’s also one of the most difficult. I’ve worked with hundreds of agents across the US, and the ability to draw the most from their producers is a quality I’ve seen in the most successful agents. And it’s always missing in the agents who fail.
Who do you think sells more? Take every chance you can to show producers successful claims, congratulate them on doing the “right” thing for convincing a customer to increase coverage, and remind them constantly that selling insurance is a noble occupation to be proud of. It is.
I thought you might benefit from a few ideas to get your producers producing and your agency growing.
3) Provide Sales Improvement Material
So here it is, 26 ways to get more out of your current insurance producers:
If you’re lucky enough to have a producer willing to read books about sales, make it easy for them.
1) Better Lead Allocation
Buy them.
Are you allocating every lead to the salesperson most likely to close it? Or are you using a random distribution by day of the week, first letter of last name, or an alternating “roundrobin”? Here are some other ways to consider for boosting close rates: 1. By Location: Which producer lives nearest the lead?
FYI Express
For $100 on amazon you could build a great library of resources in the agency. Just look for the highest rated and most popular books in the sales section. Producer with a long commute? See if he or she wants to listen to audiobooks about sales. At the very least, make your own books available to the office and encourage your producers to borrow the best ones.
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Continued on page 10
October 2015
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More Tips & “How-To” videos at www.FYIExpress.com 6) Free Coffee
26 Ways to Get More Sales
Coffee is a stimulant. It wakes people up, makes them more attentive, more talkative, and more persistent.
Continued from page 8
4) Help Them Practice
Why should your salespeople ever pay for something that does that? It should be required. 7) Keep Service Far, Far Away Sales and service are two different worlds, and it’s best to keep them far apart. Everybody knows practicing sales sucks. But it works. No producer is going to ask you to practice, but there are many who will be happy to and will benefit from it if you ask. You’ll need to create a relaxed and positive atmosphere. Think “practice sessions” will bother your salesperson more than help them? I get it. There are other ways to improve their sales skills just by talking about how they’re selling. Discussing recent sales that didn’t close, new cross-selling ideas and ways to get more referrals. Just ask, “What’s working? What’s not?” and see what happens.
It’s hard to sell something that you’re constantly hearing problems about it. The trouble with customer service in your agency is that you only hear from people who have problems. These only represent a few of your clients but when you hear about them all day long you start to question your product. Every policy from every agency has service problems, rate complaints, claim problems, and other gripes from the customers. Don’t let your producers hear about bad customer experiences because it takes away from their conviction in the products. 8) Sales-Only Time
5) Sales Bonuses
I don’t recommend the same person doing sales and service but sometimes it’s unavoidable. I just mentioned one reason in #7 above, another one is because the service work inevitably eats into the sales work. Get your producers shooting for higher numbers with bonuses.
Service is easier. And people will subconsciously gravitate toward easier work.
Your bonuses don’t have to be money. You could give away prizes, free time, free lunch, or any other perk your staff would enjoy. In fact, the more variety the better.
Producers tasked with both sales and service will find ways to spend more time on service, whether they know they’re doing it or not.
Remember that you WANT your producers to get the bonuses. It’s discouraging if they consistently fall short. Set bonuses at attainable levels and do all you can to help your producers achieve them. FYI Express
If both tasks need to be done by the same person, split their time throughout the day so every moment is designated as EITHER sales OR service but never both. Otherwise the sales won’t get done.
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Continued on page 12 October 2015
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More Tips & “How-To” videos at www.FYIExpress.com How about an phone headset so they don’t have to hold it up to their ear all day?
26 Ways to Get More Sales Continued from page 10
Take a look at the desk and ask. You’ll find more ideas.
9) Alter Your Commissions Relax, you don’t have to pay more. If you want to get more from your producers take a look at your commission schedule to make sure you’re rewarding the right things proportionately. Everyone wants to make the most money for the least effort, especially salespeople. So it’s a problem if your commission structure doesn’t reward them for going after the business that makes you the most money. There are two general rules I tell agents regarding producer commission:
12) Ditch the Ball and Chain
1. Pay as close to 100% commission as possible 2. Match your producers’ commission to your own so the more you get paid for something the more they get in direct proportion. The closer your producer gets paid like you the more you’ll both be on the same page moving in the same direction toward the same goals. 10) Give Them Better Communication Tools
Don’t just allow your producers to get out from behind the desk. Encourage them to! There’s nothing your producer can do at his desk that a GEICO call center rep can’t do at his. Local marketing in the community is the largest advantage a local insurance agent has over direct writers but only if you use it. 13) Help Set Good Goals
Look at all the different ways your producer communicates with prospects. Are there any opportunities for making their job easier?
Help your producers set good sales goals. Here’s a few tips for setting good goals:
An autodialer service for telemarketing? A CRM for lead management?
Set goals for short, medium and long terms. (daily, monthly, yearly)
An appointment scheduling service (I use and recommend Calendly)
Keep them challenging but attainable. Set goals for the entire agency to benefit from the team influence and support.
A text chat option on the agency website? (I use and recommend PureChat)
Don’t focus too heavily on the end results if possible and instead focus on the behaviors that get to those results. (set goals for how many referrals you ask for instead of how many sales you made)
A better email service so their messages always get through? (I use and recommend Gmail) A cell phone for 2am sales calls? 11) Give Them Better Equipment
14) Ask What They Need
Take a look at your salesperson’s desk. Are you treating them like heroes of the office like you should?
Just ask them. Say to your producers, “Is there anything I could do or get to make your job easier?”
Do they have a comfortable office chair so they’re still energized to make that 4:59 call?
And when they say “better leads” you say “…besides that.”
Do they have a webcam to record custom videos for prospects? Do they have an iPad with quoting capabilities or a sales presentation loaded into it? FYI Express
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Continued on page 14
October 2015
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More Tips & “How-To” videos at www.FYIExpress.com 18) Put Them on a Pedestal
26 Ways to Get More Sales Continued from page 12 15) Give Bigger Responsibilities Some producers thrive when given additional responsibilities in the office. It makes them feel more ownership over the agency and that’s good for everyone. Could one of your producers be in charge of: Agency cross-selling
Look around your agency and remind yourself that none of this is possible without sales. Your salespeople are the most important part of your business and they need to feel that way. Salespeople can be like famous musicians, they may appear confident on the outside while desperately needing to feel important and cherished to perform. Put them on a pedestal in the office and they will act more and more like sales rock-stars.
Agency referral process
19) Create Competition
Office recycling/green expert
Get your salespeople competing with and against each other.
Some other office process that needs improvement Don’t just hand out the dirty work. Try to fit the task to the person. If they’re good at something put them in charge of it. They won’t sell more because you asked them to scrub the toilet bowl.
Keep it friendly because everyone still has to remain friends in the end. Avoid any competition where everyone knows who’s going to win before it starts. That’s counterproductive. 20) Foster a Positive Environment
16) Take Away The Admin Crap Do your producers waste time filling out forms or some other mundane task that could easily be done by someone else?
This isn’t as actionable as some of the other ideas here but it’s worth noting that every employee of your agency, including and especially salespeople, needs to feel comfortable to give their best. Ask yourself every now and then whether all your employees are made to feel as comfortable and welcome as possible in your agency.
Take it off their hands. You’ll save time, relieve frustration, and most importantly you’ll make your salesperson understand exactly what their job is – to sell insurance.
Be honest. Keep in mind, if your agency isn’t a comfortable atmosphere for your employees it won’t be for your customers either.
They’re not here to dot i’s and cross t’s.
21) Let Them Train Others One of the best ways to get better at something is to teach others. Teaching solidifies the knowledge in your producer’s mind which results in better execution. It also makes your producer want to step up their game to set the right example for the person they’re training. 17) Get Rid of The Stupid Stuff
22) Hire Appointment Setters
Are there any processes in the agency that aren’t even really necessary?
Are your producers setting their own appointments? Maybe it’d be more cost effective to outsource that to a telemarketing company or hire someone part-time?
TPS Reports? Pointless tasks waste time, but they also condition your producers to think their work is unimportant. Review everything your producer is doing to identify and drop agency-mandated tasks that are unnecessary.
What other activities are your producers doing that could outsourced to a less expensive part-time employee? Continued on page 16
FYI Express
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October 2015
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More Tips & “How-To” videos at www.FYIExpress.com 25) Higher Intensity/Shorter Duration Cold Calling
26 Ways to Get More Sales
Nothing will burn out a producer like long stretches of time cold calling.
Continued from page 14 23) More Leads and/or Better Leads Well this is obviously a tough one. I don’t have any simple solutions but you need to consider the value of your producer’s time here. Would it make sense to invest in more leads or higher quality leads so they can sell more policies per hour? What could you do to generate more leads in the agency?
It’s also ineffective for most salespeople. Some people can hit the phones all day long and never tire, but for most it’s more efficient to do short bursts of high intensity cold calling. 26) Lead By Example I honestly don’t think anything on this list can draw more out of your insurance producer than the example you set for them. Be the businessperson you want your employees to become and they will.
24) Regular Sales Meetings I know agents who are hesitant about running sales meetings. They tell me they don’t know what to talk about. The point isn’t what you discuss. It’s about dedicating time to to demonstrate the importance of sales in your business and your commitment to make it better.
You don’t have to sell better than they can. I know some amazing agents that suck at sales. Your attitude, your commitment, your sincerity, your devotion, your hard work… These will lead your salespeople to sell more.
Here’s a simple formula:
Here’s What to Do Next
Highlight the big recent sales
1. Decide which of these ideas will resonate best with your producers.
Ask what’s working
2. If you want to use several of them, come up with a sustainable plan to introduce things gradually so you don’t overwhelm your producers and burn yourself out.
Explain any changes Answer questions No complaining
3. Don’t just come up with a plan. Follow through and MAKE IT HAPPEN!
Everybody back to work now
If you know another agent struggling with getting the most from their producers, share this article with them. And if you want more helpful articles like this let me know by hitting the like button or sharing it on social media! Hope this helps, John
Contact smarley@LocalVox.com for more information
FYI Express
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October 2015
www.underwritersinsider.com
9
More Tips & “How-To” videos at www.FYIExpress.com
Why is it important to keep “emotion” out of your agency notes / e-mails? It is probably fair to say that from time to time, conversations between the agency and their customers (whether on the phone or face to face) do not exactly go as planned. There are a whole host of issues that could prompt a customer to become very agitated at an agency staff member such as advising them of a probable uncovered claim, etc. The opposite (agency staff member getting agitated with a customer) could also occur both hopefully those circumstances are few and far between. As agency staff is aware, it is very important that these conversations be documented in the system. Based on the situation, it may also be appropriate and beneficial to document these conversations in some form of written communication back to the client. Let’s focus on discussion on the recording of the conversation in the agency management system. Many agency staff are of the opinion that these agency notes are for “their eyes only” or at least only for select fellow agency personnel. In most cases, this is probably true. So the agency staff member records something to the effect of “Just spoke with the insured regarding their uncovered loss. What a real jerk they are. I can’t believe that we insure someone so stupid in our agency”. Now fast forward the timeline and now that same customer is pursuing legal action against your agency because they thought they should have coverage for their loss. Both the defense attorney (defending your agency) and the plaintiff’s attorney (defending the client) will have a right to see the entire agency file (notes, proposals, e-mails, etc.). As the agency staff member involved, how do you now feel about the agency notes that you entered that you thought were for “your eyes only”? There is certainly the possibility that these notes (containing the negative comments) will be used against your agency. I would trust that the jury is going to look very negatively on the comments. FYI Express
There are a number of “rules of thumb” that are used regarding notes entered into the agency management system. One that every agency staff member should honor very carefully is: Don’t put anything in the agency file that you wouldn’t want a jury to read! More E&O Tips at http://www.agentseotips.com
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Questions? Contact Eddie K. Emmett at eddie@fyiexpress.com or (770) 312-2342. UH
October 2015
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Step 2) Hold people to the expectations they agree to.
How to Hold Your Salespeople Accountable by John Chapin In an article a couple of months ago I mentioned that one of the biggest issues I see when it comes to managing sales teams is a lack of accountability. Because it was only mentioned briefly as one of several issues, I’ve had many people come back to me asking for more on this particular problem, so here it is. Five Steps to Holding Your Salespeople Accountable Step 1) Set high standards during the hiring process. Whatever your standard expectations are for your salespeople, double those expectations when talking to a potential new hire. For example, if you expect your salespeople to make 50 phone calls a day, tell the candidate it’s 100. If you expect them to go out and knock on 25 doors a day, tell them it’s 50. If you expect them to work until 7 at night, tell them it’s 9. Do you expect them to work on Saturday? Tell them Saturday and Sunday. Yes, I hear some of your groaning right now. The point of this is to test the candidate during the interview process. You’re looking for hard workers, not skaters or slackers. You can adjust your numbers to something more reasonable later but if you start with average numbers, you’ll get average people to agree and then fall short even on those numbers. You have to set expectations high to begin with. Note: You also need to be hiring attitude and aptitude. You can’t teach work ethic, drive, selfmotivation, and perseverance, and you can’t teach people to sell who aren’t cut out for it. You need to hire people willing to do the hard work and make tons of calls, even cold calls if necessary. Have a tough hiring process and stick to it no matter who the candidate is or how good they seem to be. Make them jump through some hoops and be tough. If they can’t take a little heat from you, how are they going to take the heat out in the streets?
Everyone needs to have annual, monthly, and weekly goals that translate to daily activity. Are they making the number of phone calls and knocking on the number of doors they need to? Are they working on Saturday if that’s what they said they would do? What’s their work ethic? Are they meeting their daily numbers, exceeding them, or falling short? Do they show up early and leave late? The key here is, whatever they agree to they need to be hitting those numbers and ideally exceeding them to some degree. They also need to be working hard on the right activities. If they aren’t hitting the numbers, are they putting up a valiant effort? Do they need some skills development or time management help? Whatever the issue, if they are falling short on their numbers it needs to be corrected quickly which leads to the next step… Step 3) Everyone needs to be on a 180-day employment cycle. Every new hire should have an original employment contract of 180 days. Look, you probably know within a couple of weeks whether or not this person will make it so you don’t want to be stuck with someone for longer than 180 days. With new hires you want to micromanage their activity a bit in the beginning and review numbers almost daily. Track calls and activity and the bottom line is: ultimate sales numbers don’t lie. If they are falling short in the first 90 days, and they have the right attitude and aptitude, they should be able to make the necessary course corrections and you should see marked improvement and growth in the second 90 days. If numbers are still abysmal after 180 days, it’s time to cut bait. All your other producers, even the veterans, should also have a serious 90 and 180-day review. When you look at their last 90 days, if there are problems, they have 90 days to get them corrected. You may not have to be as strict and overt with your “good” people, but just make sure they aren’t getting into a comfort zone, developing bad habits, and/or getting complacent. Continued on page 22
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Step 5) Post sales numbers where all can see and use peer pressure.
How to Hold Your Salespeople Accountable Continued from page 20 Note: This is another area where sports has it right. The goalie not stopping pucks, pitcher giving up runs, and quarterback throwing too many interceptions isn’t the starter for long. Step 4) Check up on your people. In addition to tracking the number of phone calls everyone is making, you also need to be listening to phone calls and going out on calls with your people. The best way to listen to and go out on calls is with no prior notice. What I like to do is call someone out in the field, ask where they are, and then meet them and go on a few calls with them. I also walk into someone’s office and say, “Let’s make some phone calls.” And then I listen in. The element of surprise is the most effective because the salespeople who are making the calls and are out doing what they are supposed to be doing won’t be offended and will appreciate the help and insight. The mediocre and poor producers who aren’t prepared for the phone calls, or who say they’re out making calls but in reality are hiding out at a coffee shop, the movies, or elsewhere, will hate this. Note: As with Step 3, you know who your best people are and you can let them be a bit more autonomous. You may not have to surprise them like you do the person you suspect isn’t doing what they say they are. That said, no one gets a pass on accountability. If people are allowed to rest on their laurels, most will. Be careful of being too lax even with your best people.
The lunch room is a great place to post numbers. The point here is that people with low numbers will feel pressure to get their numbers up and the champions don’t mind some friendly competition and pushing one another. You also want a positive environment of winners where the people who are working hard and doing the right things will thrive and the negative people and slackers will conform or exit stage right. Overall the most important part of accountability is to be committed to it and don’t let people slide, because if you do, most will. John Chapin is a sales and motivational speaker and trainer. For his free newsletter, or if you would like him to speak at your next event, go to: www.completeselling.com John has over 27 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. For permission to reprint, e-mail: johnchapin@completeselling.com. 508-243-7359 - 24/7 johnchapin@completeselling.com LINKEDIN: once logged in find me under: johnchapin1 FACEBOOK: http://www.facebook.com/johnjchapin TWITTER: http://twitter.com/johnjchapin
www.AgentsFirst.org FYI Express
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October 2015
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http://www.agenciesonline.biz/blog/monday-morningthe-most-overlooked-salespeople-your-csr-s
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October 2015
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October 2015
More Tips & “How-To” videos at www.FYIExpress.com Insurance Horror on Main Street * LoJack found a supposedly stolen car — and much more crime. Bo Vang said his car was taken. He’d actually hired Tong Saeteurn to dismantle the car and erase the evidence. Vang then made a theft claim with Farmers Insurance. The car’s LoJack protection was activated when officials entered info into a stolen-vehicle database. The car was parked at Saeteurn’s home, and law enforcement descended on the place. They found the partially dismantled car, loaded AK47 assault rifle and.40-caliber handgun, 2 pounds of marijuana and 25 grams of meth. Vang received 120 days in county jail and Saeteurn a year. * Foot doc Amira Mantoura found a way to make good money on routine clipping of patients’ toenails. The Stamford, Conn. Woman billed private health insurers, Medicare and Medicaid for surgery to treat ingrown toenails. It’s called a nail avulsion, and gave Mantoura a $195,000 insurance windfall. She also may receive a federal prison windfall of up to 5 years when sentenced Dec. 28. Mantoura also has repaid Medicare and Medicaid more than $288,500 in civil settlements, and was bounced from the Medicare system. * The sinkhole scam sank, the feds say in Tampa, Fla. Glenn and Kathryn Jasen discovered a giant sinkhole underneath their house. It was 21-feet deep. Citizens Property Insurance sent them a $153,000 check to fix the mess. The couple largely pocketed the loot. They made only minor cosmetic upgrades instead of fixing the hole. They sold the house to an unknowing couple without disclosing the peril. The Jasens allegedly signed disclosure forms saying they had no knowledge of sinkholes or a sinkhole claim. New carpeting and some landscaping left the gaping hole right under the bedroom of the buyers’ infant son. The insurer dropped their homeowner coverage, leaving the couple at risk of foreclosure. The Jasens were found guilty of wire fraud and other charges. Each faces up to 20 years in federal prison when sentenced in January. * A Cleveland police officer is appealing his getting fired for a fraud indictment. Edwin Milan allegedly hired a crony to burn his 2011 Chrysler 300 in Georgia. He then falsely told his insurer that someone stole it, prosecutors alleged. Investigators found a red plastic gas can on the passenger-side floorboard. Milan’s suspected motive was a $25,000 insurance payout. A grand jury indicted Milan, leading to his termination. “I would like to state formally that I have not committed a crime,” Millan wrote. “I have only been indicted on charges pending the outcome of the trial. Thus, the assumption that I, Officer Millan, violated the ‘General Rules and Regulations Policy’ as well as the ‘City Personnel Manuel’ [sic] is a personal assumption by the CPD that the charges equate to the guilt of a crime.” The police department contends: “Officer Millan was indicted by a grand jury after they were presented proof of his criminal activity. lt is evident that Officer Millan is engaged in criminal activity and should no longer serve as a police officer.” * An electrician’s union wants James Cei to get his job back. The Wallingford, Conn. Town employee was fired after allegedly using forged receipts from an out-of-network health provider to be reimbursed for phantom appointments. He made 273 claims worth more than $28,000. He was tripped up allegedly by using a style of receipt that Anthem had discontinued. Cei admitted he had financial pressures from a gambling addiction and a divorce, officials say. He took sole responsibility, apologized and agreed to repay. Wallingford still fired Cei. That violated a contract between the town and International Brotherhood of Electrical Workers Local 457, the union says in a grievance seeking his reinstatement.
http://www.zalma.com/ZIFL-10-15-15.pdf
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October 2015
More Tips & “How-To” videos at www.FYIExpress.com Try Eastern Underwriting Today! Eastern Underwriting Managers is an MGA located in Knoxville, TN. Eastern Underwriting Managers was founded by insurance veteran Garland Byrd with many years of experience in the wholesale arena providing products to Independent agents in the Southeast. Product offerings include, but are not limited to, workers' compensation, small package, general liability for artisan and general contractors. Markets include coverage for new venture accounts including artisan’s contractors for both Workers compensation and General Liability for contractors that have operations that are 100% subcontracted. Additional, preferred pricing for restaurants, auto service repair for workers compensation and package business is also offered. Lastly, we can provide Workers' Compensation coverage for healthcare and local trucking.
FOR A QUOTE, PLEASE SEND THE ACORD APPS TO WCNEWBUSINESS@EASTERNUNDERWRITING.COM OR SPECIALTYLINES@EASTERNUNDERWRITING.COM OR FAX TO (865) 312-9610 FOR MORE INFORMATION, EMAIL US AT INFO@EASTERNUNDERWRITING.COM OR CONTACT: Marketing Garland Byrd, garland@easternunderwriting.com, (865) 312-9454 Heather Butts, heather@easternunderwriting.com, (865) 312-9484
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Underwriting James Swing, james@easternunderwriting.com, (865) 312-9465
October 2015
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October 2015
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