The New Employee's Greatest Need - Proper Training

Management consultant Zig Ziglar once said, “The only thing worse than training a person who leaves is not training a person and having them stay.” In my many years of consulting with agencies, I've found that, in almost every case, the employees are asking for more training. I've also learned that if you train a person properly when they're hired, this almost never happens.

WRITE YOUR EXPECTATIONS OF THE NEW EMPLOYEE

These expectations should include measurable criteria for the job — such as the number of x-dates per week, backlog, processing renewals on time, etc. — that will lead to the creation of both the job description and job standard. Include all of the above in your updated Agency Operations Manual and Employee Handbook. You do have one, don't you? If not, you can purchase an excellent one at http://www.jackfries.com/product.htm.

DON'T PANIC HIRE

As Roger Sitkins says, “Don't use the mirror test” (if a job candidate can fog a mirror, they're hired). Make a detailed list of the type of person you want for the position, and make it non negotiable. The position standard should include such elements as communications skills, experience, education, appearance, etc. Don't settle for second best. The high cost of training a new employee should only be invested in the right person.

CREATE A TRAINING MATRIX

This should include basic items for all employees, together with specific standards for the job of each worker. Their educational matrix should include the basics: When is the training to take place, who is to train the worker, who will follow up each training segment to make sure that they have a grasp of the material and training presented, etc.

Training should cover education on the coverages for which the employee will be responsible, variations among the policies issued by the companies you represent, and general insurance education. Other areas of focus should include proper use of the agency management system (your computer system and software); Errors and Omissions, binding authorities, agency operating standards (dress, breaks and lunch, dos and don'ts, etc.); and the special responsibilities of their job.

GIVE THE NEW EMPLOYEE A DETAILED PROCEDURES MANUAL

Even better, store this manual on your network so that the employee can study and reference the material at any time. You do have a written Procedures Manual, don't you? If not, you'll find a great one at http://www.jackfries.com/product.htm.

Finally, schedule regular follow ups with the new employee to find out how they're progressing and answer any questions they might have. If you plan training well, you'll have more productive, happier employees in a shorter period of time. Good hunting!