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Oak & Associates Newsletter
News You Can Use
September 2009
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Greetings!
Stress...
We all get it because it is a part of our life. Today, changes in our economy and society have been creating new sources and new levels of stress.
Employees are the backbone of any agency, so you will want to fill your agency with good employees. However, good employees are hard to find and hard to keep. So what can be done to make your agency THE place to work.
The key is to come from the mindset that as an owner or manager, your primary job is to create a work environment for your employees to succeed. Easing their stress levels is a part of that goal. This issue focuses on solutions you can use today.
Also, join us for our webinar on September 17th on "Solutions for
Stressed Out CSRs"
Date: Thursday,
September 17, 2009
Time: 12:00 PM to
1:00 PM Pacific Time
Cost: $29 per agency
Also, mark you calendar for our October 1st webinar on "Strategic Planning." Get a jump start on your 2010 business plan.
Click here to find out more about both.
You can also call us at (707) 935-6565 and speak with Catherine or Bill.
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5 Ways for Managers to Ease Employee Stress
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 Nasty customers can leave your CSRs rattled for
while. But the stress that typically causes employee burnout is caused not by
the customer, but by the environment created by management.
This is clearly demonstrated when we look at
employee surveys and exit interviews. You don't have to dig deep to see what is
below the surface to find the root cause.
When customer service personnel know that management
treats each employee as an individual, has created an environment that is
supportive, and understands that stress is a part of the business day, they
will be able to tolerate and bounce back from even the worst day. Here are
points to observe to create that supportive environment:
1.
Know your employees. Each
employee works for a different reason, whether for recognition, advancement or
just wanting to be "shown the money". Management must know those
reasons, otherwise productivity and attitudes will suffer.
2.
Management must have consistent moods. Even if you are a jerk, at least be a jerk every day. Jekyl and Hyde
management only confuses everyone.
3. Be
consistent in rules and structure.
Even the tightest rules are tolerable if they are consistently enforced.
4.
Analyze your rules. Are there
any that don't make sense? Are there some that even management hates to enforce?
Identify and eliminate them or at least come to some kind of compromise. This
will not be seen as a sign of weakness, but as a strength.
5.
Let your employees vent.
Listen to them. Don't judge. Don't fix. Just listen.
Your employees want to do well. They didn't hire
themselves and they didn't start to work by expecting anything less than
success.
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Managing people through difficult times
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When asked to list the major
strengths of their agency, most owners usually include the agency's quality of
service to the client.
In the typical agency, the customer service
representative is the foundation of good service. Logically, one can say that
the CSR is therefore a major part of the strength of an agency.
Because of the regular personal
contact with clients, CSRs are a critical component to the retention of
accounts. They must provide consistent, quality support to keep the business on
the books. If accounts are lost, revenue drops and the value of the agency
diminishes. In these tough economic times, client contact is what is needed to
retain accounts.
Because of the economic downturn,
many agencies have been letting go of some of their staff, due to lower
commission income. The workloads
have most likely not changed, unless some accounts have been lost. Some
agencies have actually cut some of the compensation of managers and CSRs in
order to make payroll due to the decline in revenues. So each CSR/Account
Manager now has more work and most often the same or less pay.
Owners are telling staff that if
they don't agree to the compensation cuts that there may need to be more
layoffs, which invokes fear in those left at the agency.
Yes these are difficult times...are
there better ways to help employees handle the stress and fear that is left in
those that remain to handle the increased workloads.
Here are some suggestions;
To read more, click here.
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Stuff You Can Use
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From time-to-time Oak & Associates will keep you abreast of products and services that might be useful for you.
One such business is a multi-service technology communication company called Agencyonline.biz This new business was developed by George Nordhaus, a legend in the insurance community, with over 40 years of "hands on" experience.
Agencies have adopted technology, but often times it is piecemeal. The challenge is that the direct writers and national brokers spend millions of dollars on advertising and technology. How can independent agencies compete in such an environment?
George Nordhaus saw this challenge developing the independent agency community and created a solution. He teamed with acclaimed industry consultant Val Jordan to simplify the marketing, communications and technology challenges facing independent agencies. Together, they created a single, integrated platform to consolidate all of these critical components for agencies needing to better compete in this new digital world.
It has become more and more obvious that the independent insurance agents are fighting a tough battle.
- Marketing has become more complex - and expensive
- Agents' time is consumed by selling and servicing existing clients
- Agents find it increasingly difficult to keep ahead of the technology curve
Through membership in AgenciesOnline.biz, best of breed marketing, communications, and technology resources are available on a single platform at an affordable price.
AgenciesOnline.biz has assembled best of breed partners to create a single platform to help you serve your clients better and further grow your business.
Check out Agenciesonline.biz by clicking here or call them at 888.985.3331.
Let them know you heard about them from Oak & Associates.
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On-line Learning
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Do you need REAL SOLUTIONS to your management issues,
but don't have the time to go to a workshop?
Would you like REAL TIME SUPPORT from experts
that know your industry?
Personalized consulting at an online price!
Join us for our next webinars
SEPTEMBER
Topic: Solutions for Stressed Out CSRs
Date: Thursday, September 17, 2009
Time: 12:00 PM to 1:00 PM Pacific Time
Cost: $29 per agency
Times are difficult. Stress is on the rise. Discover 5 ways to make your agency a better place to work.
OCTOBER
Topic: Strategic Planning
Date: Thursday, October 1, 2009
Time: 12:00 PM to 1:00 PM Pacific Time
Cost: $29 per agency
Get a jump start on your 2010 business plan.
Click here to register now
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Quick Links...
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