MAKE MEETINGS WORK
This seven-part recommended agenda should be followed at each meeting. Adaptation will be necessary by department, but the general content and structure should be similar for all departments.
Meeting Agenda
DATE:
TIME:
DEPARTMENT:
1. Marketing/Carrier Information - Disseminate marketing information from carrier-personnel visits, branch visits, memos, producer council meetings, telephone calls, etc. Discuss any changes in pricing or capacity.
2. Follow Up On Specific Assignments - An issue or question may arise at a staff meeting which cannot be answered readily. The issue should be assigned to one individual to research and report on at the next meeting.
3. New Accounts - Discuss new Commercial accounts that had an opportunity to quote since the last meeting. Note the type of account, size, underwriting characteristics, pricing, potential carrier, how the opportunity arose, potential problems, etc. In Personal Lines, the number of new policies written (Auto, Homeowners, Umbrella) versus quotes should be reviewed against the prior month's results and against budget. Primary sources of quotes should be noted. The purpose of the new-account reviews is for the departmental staff to learn at the same time.
4. Lost Accounts - Review lost, canceled, and non-renewed accounts since last meeting. Customer service representatives or agents (CSR/As) should discuss size, characteristics, and specific reasons accounts were lost. (In Personal Lines, discuss the number, type, and most frequent reasons for losing accounts.)
5. Distribute Renewal Lists - Briefly scan the lists for an adjustment in the workload if needed, and try to identify in advance those accounts that will need to be remarketed, may be potential problems, or will be hit hard by the competition. Be proactive to avoid attrition.
6. Skill Builder - A 15-20 minute session on a skill builder, technical knowledge, or expertise should be taught. The skill builders can cover the telephone, letters, a specific coverage, a policy form, a class of business, a line of business, better automation usage, rating, etc. Role-play when possible. Continually upgrade all staff skills through regular training and education.
7. Open-Agenda Items - The day before the meeting, an open-agenda sheet should be circulated to attendees to add open items to the meeting. For a topic to be discussed, it must be on the agenda prior to the meeting so management has time to prepare a response.