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The inherent environment of today’s insurance market is busy and dynamic. An environment laden with competing priorities, multiple definitions of quality and service, and an unyielding requirement for maximum efficiency at every level. Employees that are surviving under these conditions usually “punch out” emotionally when they “punch in” for the day and focus most often on doing what they need to do to get by and get home. They work alone, prefer to be left alone, lack creativity and initiative, and rarely venture beyond doing what they are told to do. Their perspective is narrow and they tend to be intellectually somber.
Employees that are thriving under these conditions have a completely different perspective. They view the atmosphere as challenging and exciting. They rise above the “noise” to create strategies that combat the impediments and foster success for them and for those that work with them. They have learned to do the best that they can with what they have and consistently create new solutions to existing problems. Self-managed, self-motivated, and self-confident, they see their work as an extension of their being and take great pride in putting forth their finest. Rather than wait for opportunity, they find it in places that others fail to explore.
When it comes to service delivery and the development of new business opportunities, in a realm where attitude truly is everything, the difference between the two demeanors is profound. The first behavior type will be functional and uninspired. They will focus on the mechanics of the transaction, fail to engage the “person”, remain cue-insensitive, and miss the opportunity to explore the needs, expectations, and capability of their assigned agents. In contrast, the second behavior type approaches each call uniquely. Armed with a true desire to do their best for their agent and their company, they seek out the person first and work the transaction second, recognizing that every relationship is unique, as are their needs and perceptions. Rather than process, they probe. Rather than lecture, they listen and learn. Satisfaction comes from doing the job right rather than just getting it done and doing it right means ending with the agent feeling secure, gratified and obligated; the company feeling impressively represented; and the employee feeling magnificent.
Surprisingly, the deviation between the two personality types described is relatively minor and simple to reconcile – with one significant condition. The employee must be willing to shift his or her perspective. Wrapped in the packaging of the Stepping Up program we will provide a catalyst for this transformation to occur in those that can be compelled.
Our many interviews conducted with underwriting teams during the course of our normal facilitations indicates that employees have embraced the fundamentals agency management and see the need to be progressive in their relationships with their agents. However, most teams seemed to feel that the agency management concepts are a secondary priority that rivals rather than co-mingles with “the work of the day”. Further, the plans and strategies are too often viewed as a “sales thing” rather than as a team initiative. This is not the case with the better performing teams nor should we conclude that the less developed teams are uncooperative or incapable. They are not; they are simply less “matured” in the following areas:
- Effective and efficient team communication.
- Proactive strategic planning and personal accountability for team and profit center objectives.
- Entrepreneurial spirit, confidence, and decent boldness.
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