We've advised hundreds of agencies across the country, ranging from businesses in their first year to third-generation, multi-million dollar operations. Over and over we hear the same issue: “My people won't get the job done!” It's easy to blame Sally or Rick, but how is that going to help you identify the core issue and fix the problem? More often than not, we find the problem is the process, not the people.
Most agencies we meet with have loyal and hard-working customer service teams with strong credentials and years of experience. Commitment and grit go a long way, but there is always a ceiling of impact if fundamental processes aren't in place.
Some agencies mention that they re-shop all policies that carry a 10% increase in premium when compared to last year. This is a great strategy if the economy is strong, market disruption is minimal, and renewals don't increase too much, but what happens when your renewal percentage dips below 90%? This is when agency owners — and managers — are quick to blame Sally and Rick.
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