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Welcome to Innovation

My 1^st Innovation Conference?
Speakers like

Chris Paradiso
Jeff Roy
Mike Stromsoe
Claudia McClain
And many more

Notebook full of ideas
Only to come back to the agency and fall back into the busy work
My Goal for you!

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Traditional CSR’s or �Non-Sales Employees

Hate to sell, cross sell or up-sell coverage.
Sales minded people= producers

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BACKGROUND

Our Team

CSRs
Producers/Owners/Family

Our History – things we tried
What would keep me up at night?

Solution!

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SOLUTION

Create a standard process for all team members regardless of their position.

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DISCLAIMER

Do you know what I hate?
Samples
Golden Nuggets
Takeaways

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Innovation 2022 Resources

Copies of power point
Copies of templates
Copies of resources
Copies of scripts

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AGENCY STANDARDS

What are Agency Standards?
Agency standards are the base line coverages, limits, and policies that you offer to all your customers.
By implementing Agency Standards, staff members no longer must try to sell clients at higher limits or to include other policies, it just became the standard.
Credit due to Dr. Billy Williams- speaker, investor, podcast guest. www.inspireanation.org

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Example of our Personal Auto Standard Coverages

Coverage Limit

Bodily Injury $250,000 per person/ $500,000 per accident
Property Damage $100,000
Uninsured Motorist $250,000 per person/ $500,000 per accident
PIP $50,000
Additional PIP $100,000
OBEL $25,000
Medical Payments $5,000
Comprehensive $250 w Full Glass *
Collision $500 Deductible *
Rental at least $50 per day
Tow include- carrier depending

* just because the deductible standards are $250 & $500 does not mean that is what we must give. If comparing against another policy, match what they have. If we do not know- then go with our standard.

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Example of our Homeowners Standard Coverages

Coverage Limit

Personal Liability $500,000
Replacement Cost Contents Included
Water Back up of Sewer & Drains $10,000
Underground Utility Line $10,000
Personal Injury Included
Guaranteed or Extended RC Dwelling min. of 125%

* Pay close attention to the specific carrier home packages/endorsements. Cheaper to add within the offered packages and gives better coverage as well.

Other

Explain Personal Property Limitations- Jewelry, Guns, etc.
Explain Water Back up Options Available for their specific house
Talk Umbrella Policy & Toys

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Multiline Accounts

No More Monoline Policies

All Quotes are done to include multiline credits.

Home quoted with auto
Auto quoted with home/renters
Auto/Home includes Umbrella

This does not mean we won’t write monoline- it needs to be offered and quoted

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The Good & The Bad

The BAD

What about existing clients?
No unified process followed= problems with long term implementation
That Gut Feeling- Do they have the right coverage when a claim comes in

The GOOD

Easy to implement for new business
More closed policies at time of sale
Easy to implement on rewrites
Clients were presented with coverage’s they should have or should consider= peace of mind

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Implementation Process

The key to success with this was not just setting the standards

but how to successfully implement them.

Step 1- Set the Standards

Step 2- Explain the Goal of what you want accomplished

Step 3- Set up the process- checklist/workflow

Step 4- Set up the technology or automation

Step 5- Training, Role Playing, verify it gets done (accountability)

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Step 1- Set the Standards�

WHAT IS THE LOWEST AMOUNT OF COVERAGE THAT YOU OFFER? DOCUMENT IT!

EVERY AGENCY MIGHT FEEL DIFFERENT ABOUT THIS AND THAT IS FINE.

DO WHAT IS RIGHT FOR YOU AND YOUR AGENCY.

UNDERSTAND WHY YOU ARE OFFERING SAID STANDARDS, SO IT IS EASY TO COMMUNICATE IT TO CLIENTS OR PROSPECTS.

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Step 2- What is the Goal for Setting Standards

Reasons to set standards

To make sure your clients are properly protected- (Our number 1 job is to offer the coverage that best protects our client's way of life)
To help prevent E&O claims for the agency
Agency working from the same playbook.
To provide value to your clients

Sell on Value or Price?

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Step 3- Set up the Process including Scripts, Templates, etc.

Process- When and How?

Make it part of your renewal process

Example- 45-60 days until renewal- reach out to the client to do a review of their coverage
Explain our new agency standards and offer to increase or add the coverage or policy to their account

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Step 3- Continued

Do it whenever a client calls or makes a change to their policy

Example- Hi Mrs. Smith, I would be happy to help you add a new car to your policy. While I have your file open, I see of few coverage suggestions I would like to discuss with you. Our agency recently increased our agency standards that we feel our clients should have a minimum of $250/500 auto liability coverage. You currently have 100/300 which could be a weakness in the event of a claim especially since $100,000 doesn’t go as far as it once did. To increase that coverage your policy would go up $32 a year. Would you like to increase that today?

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Step 3- Continued

Set up Automation, drip campaigns, Target Facebook ads, etc.

Do your Systems talk and do automatic campaigns to clients that are missing certain coverages, lines of business or other weaknesses?

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Step 3- Continued

Make a list, spreadsheet, and get to work

This is what we did
Why didn’t I want to wait until renewal?
Don’t trust my systems or automation to do it perfectly.

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Ways to Communicate this to clients

PHONE CALL

EMAILS

TEXT MESSAGING

VOICEMAIL DROP

SNAIL MAIL-LETTER

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Step 4- set up scripts, technology, templates, or automation

Phone Scripts- make sure staff knows how to present these standards while on the phone with a client, like my example earlier.

Email or Text Scripts- Having these set up on each person's computer as a template or set up through a CRM or Management System is a must.

Voicemail Drop- use a program like SlyBroadcast and record messages that staff can send out

Postal Mail- long time agency is bound to have clients with no email or active phone numbers

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Email Scripts

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More Templates

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REMINDER

Copies of power point
Copies of templates
Copies of resources
Copies of scripts

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Step 5- Role Play & Find Ways to hold staff accountable�

Train Staff

Role Play

Spot check- Hold Accountable

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Lessons Learned

Adding Prices in emails, letters, or texts had a significantly higher acceptance ratio
Doing this at random times verse the renewal was great PR for clients, lots of positive feedback

= more Google Reviews

Having templates preloaded in computer or letters written made a huge difference.

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CSR INCENTIVE PLAN

Added a monthly incentive plan to help motivate CSRs to always being working on this.

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Sample of our CSR Incentive Plan

For every client that we upsell or re-underwrite and the client accepts +$10

For every cross sell or new policy added to an existing client +$25

PIF Increase each month +$10/policy

Every Google Review +$10

“Perfect Month Bonus”= $250

Need to hit our goals for New Policies Written, Number of Google Reviews, & Number of

New clients to the agency.

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Results

Policies per client increased from

1.82 to 2.16

99% of our Personal lines book is reunderwritten

Significant coverage increases especially with legacy business

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Resources

Advisor Evolved-

Chris Langille

QuoteVids- Number 1 tool we used in our agency

Risk Advisor- David Watson

Smart forms to help make data collection easy.

Agency Performance Partners

Renewal Process Wizards