This provides an outline of a client contact program for Marketing Representatives.
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Frequency
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Label/Name
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Targeted Personnel
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Effect(s)
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Daily
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Return Calls
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Anyone leaving any message for me
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Callers who leave messages for me will be assured I care and be served quickly.
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Daily
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Agency Visits
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Five to seven agency principals and any staff they invite to join us
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Setting and keeping appointments for face-to-face time will help build loyalty and speed communication. I want to monitor the condition of their offices and see how they interact with our insureds.
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Daily
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Sales Tip E-mail
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All agency contacts
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Sending suggestions concerning sales techniques and front-line underwriting tactics gives producers and CSRs new insights and encouragement.
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Weekly
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Complements for Owners/Managers
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Agency owners/managers
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Makes owners/managers feel appreciated when they succeed and reminds them we care when they falter.
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Weekly
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Complements for Producers CSRs
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Producers CSRs
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Sending individuals e-mails recognizing their successes, keeps the lines of communications open, and encourages front-line employees to include my employer and me more often.
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Monthly
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Newsletter Memo
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Agency owners/managers
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This e-mail correspondence makes them aware of what I have discovered (which can help them grow their books) during the week. This should also tell readers: Take a look at some of our successful submissions
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Monthly
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Conference Calls
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Agency principals and any staff they invite to join us
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This telephone meeting will help me make announcements and encourage participants to discuss their hot topics. We will also have guest presenters from other departments (e.g., Claims, Underwriting, Loss Control).
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As needed
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Mediation of Negotiations
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Producers CSRs who think underwriters are unsupportive
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Encouraging salespeople and underwriters to dialogue and negotiate with each other whenever salespeople offer risks our competitors are willing to accept will help us be more competitive and grow our PIF counts.
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Quarterly
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Production Reports
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Agency owners/managers
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