Breaking Through Barriers

July 28, 2009

Do you really want what you say you want?  Maybe.

Are you willing to do what it takes to get what you say you want?  Maybe.

This is part of the challenge of selecting goals.  There’s always the part that says … oh, I have to be or do something different to get what I want?  Well, now I’m not so sure.

It seems like a force of nature that we want what we want, but also want to do the same things and be the same person but still expect the different results.  There’s a cliché in there somewhere.

Well, here’s a statement you might find empowering.  Recall this statement when things aren’t going your way, when your goals seem to elude you, when nothing seems to be changing as you want or when you just can’t seem to figure out what you want.

I am what I decide to be.

Instead of “that’s just the way it is” or … “I’ve always been this way” … substitute “I am what I decide to be.”  You have that power … the power to choose.  Let that new vision of yourself pump some juice into your dreams and desires.  I am what I decide to be.

What has this to do with releasing yourself into total personal freedom in/from your agency?  Everything!

Why don’t agency owners organize and systemize?  Because it’s not in their make-up (they believe) and “that’s just the way I am”.  In not so many words, I hear it all the time.

And even though systemizing will fulfill their business growth and personal freedom desires … even though they say out loud “This place is a chaotic mess.  I’ve GOT to get it under control!” … when it’s time to make the necessary changes their natural resistance to change rears up, and they forget that “I am what I decide to be.”

They want their agency to be an awesome power of efficiency … as long as they don’t have to make any changes that make people uncomfortable … including themselves.  Growth and goals just don’t work that way!

Consider this … everything you do now, you learned to do.  Everything.  Everything your team does, they learned to do.  You’ve all adapted your entire lives to new situations and circumstances.  That’s just how things work.

Therefore, you can learn to systemize your agency, too!  Yes, YOU CAN!  Your team will adapt as needed, as they always have.  Our FEAR of change is a mountain compared the molehill of actually getting it done.

So … Do you want what you say you want?  Do you want personal freedom?Do you want an agency machine that thrives and grows without your constant involvement?

I know you do.  You know you do.  You CAN have it, and more … when you realize “I am what I decide to be.”

Decide to be a systems-run agency and make your dreams come true.

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

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Posted by Joe Hagan

Key Phrases for Service Calls

July 21, 2009

If you’re trying to remove yourself from the day-to-day service calls at your agency, you know it can be a little tricky.

You want to focus your time on marketing and business development.  But clients ask for you even though you have a capable team to help them.

First you have to get your mind clear that what you want is best for all concerned … your clients, your staff, your business and you.  If you don’t really believe that, you won’t stick with it.

Assuming you have that commitment, there are a number of things you can do to transition yourself out of service calls.  Let’s deal with current client calls or visits first.

The question becomes how to gracefully route clients who ask for you to someone else.  We need to maintain a very positive client experience for the client while also freeing you from the interruption of that call.

Here are a couple of key phrases that have worked very well in my agency and also for my clients.

When a caller asks for you by name the team member should first answer affirmatively.  Answering negatively creates a negative client experience.  Not what we want.

And then the team member immediately asks, “And are you calling about your insurance with our agency.”  Why?

Because the answer tells me if I’m dealing with a client or not.  And then I can route the caller appropriately.

Assuming the caller says “Yes”, I know I have a client on the phone.  I route the call to a service team member as needed.  And the service team member explains that you’re helping another client, and here’s the second key phrase …

“I’m actually responsible for your satisfaction here at the agency. What can I help you with today?”

Here’s what the whole thing might sound like when a CSR answers the phone and the caller asks for me …

Caller: “Can I talk to Joe, please?”

Receptionist: “Sure, and are you calling about your insurance with our agency?”

Caller: “Yes, I have a question about my home insurance.”

Receptionist: “Can you hold for a moment, please?”

CSR Picks Up: “Hello. This is Sally. I’m sorry, but Joe is currently helping another client.  I’m actually responsible for your satisfaction here at the agency.  What can I help you with today?”

Then the CSR builds the relationship.

You can expand this idea as needed.  The important point is that you’re building a SYSTEM for managing callers who ask for you – creating both a positive experience for the client and making your operations more efficient for you.

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

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Posted by Joe Hagan

Why Ask Who’s Calling?

July 14, 2009

You may find my last comment (for now) on your phone call management system intriguing.

Simply out of habit, many resist this idea to both improve a caller’s experience AND handle calls more efficiently.  Usually those goals are in conflict.

Consider it with an open mind …

First, when designing your call management system, you must imagine how your process makes your clients and prospects feel.  So, feel yourself making the following call.  It’s happened many times to all of us.

You’re a client down at ABC Company and you usually talk to Joe.  So, after a pleasant greeting by the receptionist you ask, “Can I talk to Joe, please?”

The receptionist asks, “May I ask who’s calling, please?”

Question 1: How does that make you feel right then in that moment?  If we’re honest it feels impersonal, invasive – even though most of us have come to accept it out of habit.  Is that the experience you want for your clients?

The call continues.  You give your name and you’re put on hold.

Twenty seconds later that same person picks back up and says Joe’s not available.  Or worse, you just wind up in Joe’s voice mail!  Now, how do you FEEL!

Is Joe actually busy?  Maybe he just doesn’t want to talk to YOU.  After all, he already knows it’s you on the phone.  Maybe you have a problem that Joe knows about?  Is he dodging you?

Now ask yourself, “Is this the feeling I want to deliver to my clients?”

Of course, the answer is No.  So, what’s the alternative?

Simple … don’t ask who’s calling!  Now, slow down a little.  I’m not saying a caller is never questioned.  Remember my tip about different caller types and how the balance between experience and efficiency is different for each?

Here’s what I’m saying … easily more than 90% of callers who ask for someone in your service department by name are clients or prospects. Why hassle THEM with questions?  Why make them feel that they may not be welcome today?

My solution … when a caller asks for a service team member by name their call is put through – no questions asked.  If the person they asked for is not available, someone else picks up the phone and offers help.

That’s the experience I want my clients and prospects to have with my agency.  They get help … not the third degree.

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

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Posted by Joe Hagan

Why Systemize Phone Handling

July 7, 2009

My last two tips have been about phone system management and documenting that system.  But why is it so important to systemize your phone call handling?

Let’s look at an example …

Imagine there are two people calling you at the same time.  One is an existing client and one is a prospect for new business.

They’re both on hold waiting for you to pick up.  Which call do you take and which one do you leave for a call back?

Now, I’m not saying there’s a “right” answer to that question.  It’s a personal choice based on your personal business philosophy.  But consider this …

Does everyone on your team make the same decision you do?  After all, it’s your business.  It should run the way you want it to run.

My point is … this over-simplified example shouldn’t be a matter of personal preference.  It shouldn’t be up to each individual in your office to decide which call is top priority.

It’s a business decision.  YOU decide what your business priorities are.  YOU design the systems that address your priorities.

And then everybody does it the “right” way … your way.

Of course, reality is a bit more complex than my simple example.  But the principle still applies.

When business goals and priorities are clear, systemize and document to ensure your team is making the “right” decisions.  Suddenly, you’ll start achieving more goals faster!

© Copyright, 2009 by Sweet Spot Marketing, Inc. and Joseph J. Hagan, Jr. All rights reserved.

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Posted by Joe Hagan