Habit Five: Have A System For Follow Up

It never fails. You’re halfway through an endorsement for an insured and your phone rings.  It’s another client who informs you he’s just purchased a new vehicle, but he doesn’t have time to stay on the phone while you make the change.  In a rush you write down the VIN, ask the pertinent questions, and swiftly hang up.

 

So how do you make sure that task gets completed and not lost in the sea of “to do” notes on your desk?  No one can be perfect; we all need a system for following up--some checks and balances. 

I surveyed some of the best and brightest agents across my state and discovered several of their proven strategies for ensuring nothing slips through the net.

First, there’s no time like the present to take care of something.  Most said that they would put what they’re doing on hold and take care of the customer on the phone.  “Don’t put off what you can do right now,” said veteran agent Shane Overby, from Mainstreet Insurance in Huntington.  “Drop what you’re doing because at that moment the person on the phone is the most important.” 

His agency also advocates the use of technology for assistance.  They train the entire staff to use their agency management system to set up reminders that link to their Outlook email.  Taking an extra minute to make an Outlook entry could be the difference in accomplishing an important task and not drowning in a sea of post-it notes.

But what happens if you absolutely just can’t stop what you’re doing and take care of the call in?  I spoke to State Auto Insurance Pacesetter, Crystal Harman, from DLH Associated who had this to say:

“Scratch pads are my best friend.  When I’m on the phone with a customer I’m constantly taking notes while talking with them.  If I’m taking a change request, I have a specific form with all the questions I need to ask.    I come in 30 to 45 minutes before we open and sort through my things to do.  I start with the most important first and then process new business quotes that are pending.

I also have a filing system on my desk with folders marked what needs to be done.  Some examples include: 

Need Signatures, apps or endorsements that were issued for a loan closing but haven’t been signed yet.

Call Underwriter, items that the underwriter has requested or need approval.

Follow Ups, items I am researching for a client.”

Having a proven system can keep you from feeling overwhelmed and from losing sleep at night to stress.  You can use several of the ideas listed above or create your own, just don’t hesitate.  Being proactive, consistent, and creative in following up is the hallmark that will separate you from the sea of online marketers, and your competition around the corner.