There are plenty of producers out there who are really CSRs. Are you one of them? In this document, Grace Bauer urges producers to remember that their primary job is to sell.
So, get out there and sell. Prepare CSRs to do their jobs. Start having daily meetings with them. Grow revenues and build the bottom line by doing what you were hired to do — bring in more sales.
WHAT ARE YOU DOING?
Are you spending a lot of time out of the office maintaining larger accounts and increasing sales? If so, that's great. But it's not so great if you're spending too much time in-house working with CSRs on day-to-day customer concerns. Are you rating? Are you doing proposals? Are you entering application information into the system? The list goes on and on — and sometimes never seems to end. Find out what you're doing.
GET OUT THERE AND SELL
Are you doing jobs that you can delegate to the CSR? Many producers might answer “no” — usually because they don't feel comfortable giving the work to a CSR. The reason probably comes down to training. Train CSRs, and you'll start to feel comfortable leaving the office to sell.
PREPARE CSRs
Let your CSRs know what they should be doing. Sit down with them as a group and discuss the primary role of the producer and the CSR: The producer brings the customer's money into the agency and the CSR serves the customer to retain this revenue. It's as easy as that. We need the producer to bring in the money to keep the agency going.
The major benefits to the CSR are continuing employment and a yearly salary increase. We need to keep our businesses alive. Keeping the producer doing what they should be doing and making sure that the CSR is maintaining everything that the producer brings in is the only way that the agency can survive.
WHAT SHOULD THE CSR BE DOING?
Anything and everything that helps keep the producer out selling and meeting agency goals. Each producer needs specific numbers and goals for contacting possible prospects, setting appointments, issuing proposals, and closing them. Most producers should close at least one out of three or four proposals. Remember, selling is a numbers game: The more proposals issued, the more closes, and the greater the chance of meeting agency goals and growing the bottom line.
HOLD THOSE DAILY MEETINGS
Have the producer and CSR meet for 15 to 30 minutes each morning before the start of the day to discuss any issues or questions that either party might have. This will save lots of time throughout the day. Save all questions for these meetings. The CSR or producer should contact each other for further questions or guidance only if there's an emergency. Keep the two key players within the agency working effectively and efficiently.
CONCLUSION
Feel comfortable delegating to your CSR and consider additional training for them. If necessary, prepare the CSR for additional responsibilities. Stress the benefits for both parties. Review what the CSR will actually do and follow through on having daily meetings.
Make sure that you're making the money you should be making. Increase your bottom line. Do what you were hired to do: Be a producer — get out there and sell.