If your home or office was robbed, you’d probably call the police.
But I see agency principals just like you get ripped off every single day. Right under their nose and they don’t even know it.
Let’s put this into perspective. For 17 years, I’ve been advising insurance agency principals about how to make more money in their agency. Most of the time we focus on marketing and business strategy, like:
- Creating systems to generate more leads
- Selecting and dominating new niches
- Uncovering wasteful and redundant internal processes
- Getting new products or carriers
- Designing more effective advertising campaigns
- Institutionalizing a profitable sales and marketing culture
But for an established agency, far and away, the easiest and most profitable “new” system to generate more income, boost agency value, sustain longer client relationships and multiply the agency client base is to optimize existing – and under-valued – agency assets.
And for thousands of agencies that we’ve coached and trained, the SINGLE fastest and most profitable “asset optimization” has been taking those hundreds or thousands of inbound calls that you (already) get every single year...
...and turning those existing phone calls into “money calls.”
And the ONLY way to do that is to deliver proven tools, processes, systems and scripts to the CSR’s who are handling those calls. Period. I will explore the “how to” of that issue in this paper.
So...to get back to my original statement about “getting robbed:”
If your CSR’s are...
1. NOT closing all the inbound calls they can
2. NOT cross-selling every client they can
3. NOT jamming your agency full of referrals
4. NOT delivering a “WOW” experience to each and every client...
...then you are being “robbed.”
Robbed by your CSR’s who are NOT taking advantage of the rich opportunity in each and every inbound call – and turning them into “money calls.”
But – in STRONG DEFENSE of CSR’s – it’s not their fault. The responsibility for delivering the tools, processes, systems and scripts that “turns inbound calls into money” lies squarely with the agency principal, not the CSR.
WHAT’S YOUR OPINION? AGREE? DISAGREE? Does the ultimate responsibility for turning inbound calls into “MONEY CALLS” lie with the agency principal? I say it does. What do you say?
Michael
PS: That’s a picture of my grand daughter, Sophia and me on April 11th, Insurance Marketing Day…which also happens to be my BIRTHDAY. And, yup, it’s got NUTHIN’ to do with my message. I’m just SHOWIN’ OFF!
PPS: For agents who are REALLY serious about getting their CSR's to sell more (and LOVE it!), I'm conducting a tele-seminar. It's a few weeks away, but I really expect it to fill up quickly. (Quantum Club members got an early invitation, so it's already filling up.) You can register here:
www.freecsrwebinar.com