If I run into one more baditude in the insurance space I’m walking into that agency in a Tigger costume. For my long time followers you know the Eeyore and Tigger analogy. (You can also click here to read more). Basically, Eeyore brings the rest of the group down. Think back to how much time, effort and energy was spent boosting up Eeyore… too much!
Having a bad attitude infects everyone around you. Guess what? The insurance world is not that bad. In fact, it’s pretty great. But we allow customers and industry changes to get the best of us. Yes, carriers want you to do more today because you can and it gives you greater control of the customer experience! We need to embrace that the phone ringing is not just a good thing, it’s a great thing. That’s why we exist and we want them to call us first. Today’s modern insurance employee must embrace multi-tasking as part of the role.
Customer service is why people come to your agency and stay with your agency. So how does sighing when the phone rings promote ridiculously amazing customer service? It simply doesn’t, yet it happens in every agency I have been to. Let’s embrace that most people are calling with a question or a concern so naturally they are a bit upset that they have to call you. Each person needs to step up to that challenge and take the opportunity to not just provide service but excite, delight and really engage with that customer. Take the time to review the account, update contact information, document in the management system things such as kids and pets names.
If you come to work everyday and don’t want to be there, leave. It’s one thing your agency owner may never tell you, but I am. Go. You will be happier and the agency will thrive. No agency wants someone who doesn’t want to be there. Find something you love. Don’t stay because it’s close to home or it’s what you always have done. Go take charge of your life.
Success in insurance means picking up the team, motivating the troops and looking at how something can get done vs. how it just won’t. It’s embracing technology, new carriers and new challenges with an open mind and open heart. It’s also not stirring the pot behind the owners back. Agencies are not looking for your opinion, they are looking for your commitment to positive change and promoting thriving team work.
Take this post seriously, a bad attitude will hold back the most technically proficient team member. If you are struggling to get a raise or a promotion, please check your attitude. It may be the main cause. Ask your co-workers or agency owner to be honest, take that feedback and find your inner Tigger.
