Updated: Aug 18
Many successful agencies have multiple staff members that conduct appointments with current customers while other successful agencies only schedule appointments that are conducted by the head agent/owner of the agency.
We don't think that one way is necessarily better than the other, but we do know that there are real, monetary benefits to you as an agency owner, to your team, and to your customers when your staff members are trained and able to conduct customer insurance review appointments.
Taking the time to train your staff members to conduct customer insurance review appointments can increase your profits in a few different ways.
Decreased Staff Turnover Rates
As I’m sure you’re aware, churn rates on staff retention in the insurance industry are much higher than other industries.
Insurance Journal research found in 2020 that there is a 92% failure rate for new insurance reps. (Agency Nation)
Back in 2016, a Deloitte Millennial Survey revealed that of the millennials who would likely leave their employers within the next two years, 71% felt “unsatisfied with how their leadership skills are being cultivated.” (Agency Nation)
In my research, I also found that opportunity for growth and a clear career path is one of the highest priorities for millennial and gen-z job seekers.
So, what does this have to do with training your staff to conduct customer insurance reviews?
With frequent, relevant training, your staff members will be ready to take on new responsibilities.
You can empower your employees by giving them more responsibility and authority to make decisions.
Training them and trusting them to conduct customer insurance review meetings can give them a higher sense of purpose in your agency, clear growth opportunities, and can lead to them taking more ownership of the work - thus meeting their career needs.
When your employees' needs are being met in this way, the turnover rate will naturally decrease.
Constantly having to hire more people, onboarding them, and training them costs lots of time, energy, and money.
By taking care of your people, you improve the bottom line.
Improved Customer Experience
Review meetings are a great opportunity to get to know your customers and strengthen the relationship that you have.
When your team knows how to properly conduct these meetings as well, you’re giving your customers the chance to build connections with more than just you as their agent.
When they have questions or concerns that come up, they’ll be more confident about calling in and speaking with a team member they’ve already met and had a good experience with.
This increases efficiency, trust, and the overall customer experience which ultimately increases customer retention.
And as you know, customer retention = money.
Needless to say, when multiple staff members have the ability to conduct review meetings, you have the capacity to handle more meetings!
More than one staff member holding these review meetings will have a multiplying effect.
More appointments = more sales opportunities, better retention rates, and higher likelihood of generating referrals.
All of this will lead to increased revenue for your agency.
If you're considering training more of your staff members to conduct customer insurance reviews, we have a free training program for you!
The FREE AgencyThrive program is a collection of videos and downloadable resources that will teach you and/or your staff members the why and the how to conduct customer insurance review meetings.