Insurance Producers vs. Customer Service (How Much Time Is Wasted?)
There’s something that’s all-too-common in agency culture, and it’s not only holding us all back, but doing some real damage in the long run: insurance producers and account managers at each other’s throats.
“So the bottom line is respect each other’s roles, and respect your differences, because it’s what makes an agency grow and makes it great.”
When insurance producers and account managers are throwing each other under the bus, and resisting working like a team, they’re wasting everyone’s time, and creating bad blood, which the client will ultimately feel. We need to get better at working as a team, and realize that both sales and service are necessary for an agency to run efficiently.
Here’s how we can stop working against each other, and instead, team up to ensure our agency is full of Ridiculously Amazing Agents in 2021.
1. Let’s make an effort to understand each other’s roles
There are two different types of people that make agencies run like a well-oiled machine, sales and service, and we need them both. Salespeople are commission driven, might do things at the last minute, and tend to not be the best at documentation. On the other hand, account managers tend to be running around, can feel very busy, and they might be knocking out transactions, instead of slowing down and doing the whole sales process. Both insurance producers and account managers should strive to be better at these things, but should also make an effort to understand each other’s nuances.
2. Agencies should set clear job descriptions
In order to keep everyone on the same page, agency leaders should take steps to set clear job descriptions. This will help clarify everyone’s roles, and lay out expectations, so everyone is on the same page with what is expected of them. If you struggle with your job descriptions, we have you covered with our Agency Process Packs, which include a ton of information, as well as job descriptions, which are ready to go
3. Lay out clear escalation steps
As much as roles should be clear and there should be room for common understanding, there also needs to be escalation steps. What happens if an account manager doesn’t submit on time, or if an insurance producer hasn’t gotten back after two emails? If clear escalation steps are laid out, you’ll have a blueprint to follow during times like these.
4. Remember this is a team sport
At the end of the day, working like a team and remembering that everyone plays an important role in your operation can go a long way. Respecting differences is what can help an agency grow, and also ensure that customers have a smooth experience along the way.
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