In talking to my teen about her history class, she began critiquing the teaching methods and blaming the system for making history so boring. She explained to me that people learn things through stories because they’re interesting and memorable, not through tedious fact-laden history texts. Exactly! Sometimes we do need those facts, but the facts will make more sense if we first understand the concept and can really visualize it.  Which takes me to my point that when trying to communicate your company vision to the team, you must figure out how to make it more than just a bunch…

When I coach agencies and producers and introduce a new idea, I almost always tell them that I am going to start from a point of black and white, but we have to work to find their shade of gray.  The point being, rarely will one rigid way be the right answer.  It doesn’t matter if it’s in sales or customer service, the right shade of gray is worth finding.I have been reminded of this a couple of times recently at different locations of Panera Bread. If you aren’t familiar with them, they are bakeries that also have breakfast, lunch…

We’ve been doing a lot of work with agencies helping them develop strategic plans.  As with anything new and big, it’s common to hear people say they feel overwhelmed with the amount of work that needs to be done.  Or conversely, they’re ready to begin implementing specific tactics that afternoon because they’re so excited to get going.Either way, it’s definitely a lot of work when you’re talking about changing “the way you’ve always done it”.  But breaking it down to logical and manageable steps is the key to staying the course and seeing the plan all the way through to…

"Your customers are only satisfied because their expectations are so low and because no one else is doing better. Just having satisfied customers isn't good enough anymore. If you really want a booming business, you have to create Raving Fans." This is the advice given to a new Area Manager in Ken Blanchard’s book, “Raving Fans”.It’s sad, but true. Our expectations of most business/customer service interactions have been set at a ridiculously low level. In fact, most of the time we have come to consider such interactions good if they just manage to avoid being bad. Unfortunately, too many businesses…

“It’s better to have one person working with you than it is to have three people working for you.” Author unknown I came across this quote recently and it really struck me just how much truth there is in the message. Think about it - When someone is working for you, you have to give them constant direction.  They are tasked with a small piece of the overall puzzle, and therefore, must look to you for direction - for what tasks they need to perform.  They then go about their tasks not always understanding why or what purpose it serves,…

Let’s imagine for a moment that you were going to start a new business tomorrow.  Fresh start, clean slate, anything goes.  What would you make the core of that business model?  Let me suggest the following. What you sell You focus on selling the product of another company.  You will position yourself as a middleman by going out and getting appointed by another company to sell their product on their behalf with all marketing & operational expenses belonging to you.  They will determine the design of the product.  When they decide it should be changed, you will have no input.…

As the revenue stream of benefits producers continues to come under attack as a result of healthcare reform, producers find themselves scrambling to figure out how to replace the lost commissions.  Unfortunately, their short-term solution will, in many cases, be their long-term curse. Some of the more common strategies I have heard include: Start selling voluntary products Buy books of business from other producers/agencies Start selling P&C Just sell more of what they’re already selling Here’s the problem: none of these are solutions where the producer is taking control of the product or the model.  In every situation, they continue…

The people you want in your agency (or should want) are not interested in being managed, but they are more than willing to be led. What’s the difference and why does it matter? This isn’t about a title, but an almost intangible quality.  Residing in the C-suite does not make you a leader, just as having a management title doesn’t prevent you from being a leader. Don’t get me wrong, there is a place for management in our agencies, but it isn’t with our people, at least the right people.  Processes need to be managed; people need to be led. …

This is the time of year when business planning and strategy are as top of mind as any other.  In terms of strategy, there are a couple of basics that you have to keep in mind.First, the best strategy is the one that you can execute to perfection.  That’s not to say a bad strategy is acceptable, it isn’t.  A bad strategy, even perfectly executed will still produce bad results.  Second, don’t give up too soon.  All too often organizations give up on a strategy when it doesn’t produce immediate results.  They jump off that horse too soon and on…

Don't let others determine your futureNow, more than ever, it's time for benefits producers to take control of their future. During a recent discussion with the principal of an independent benefits agency, we talked about the variety of challenges typically faced by independent agencies. It was a lively discussion and he was very honest about the fact that he faces many of these challenges himself. Not surprisingly, his biggest concern is the financial challenge he faces as commissions start to be reduced and eliminated by carriers. I was encouraged about his openness and honesty regarding his situation. However, my optimism…