When you look at your team, across sales, operations and administration, are you confident that they have all of the tools necessary to succeed? Do they have the systems (both technological and organizational) that enable them to be effective? Do they have the requisite training and development to be productive and grow? Do they have the right leadership and vision to keep them motivated and moving in the right direction?
As a leader of your company, it is your responsibility to provide the necessary resources to your team and to foster the best cultural elements for success.
The work that is done, from accounting to dispatch to lead generation, requires a repeatable and cohesive process. Manuals, documents or workflows are important to explain how deposits are made, how documents are scanned or how claims are filed. Setting metrics that are tied to the work processes will guide employees toward efficiency and improvement. Technology and innovation can rapidly increase productivity across the processes and allow the team to focus their energy on more important activities.
Recruiting, Hiring and Training your team are the three pillars of the people system. Target the right people. Find those that understand the true nature of customer service and have the fortitude to make proper decisions in alignment to your company’s values. Don’t be limited by the need for industry experience. Ours is an industry that can be taught and trained. The softer skills of empathy, collaboration and self-motivation are much more valuable.
Support and compliment these inherent skills with a training program that outlines tasks and expectations within the context of a larger goal set. Take the time necessary to build competence and confidence and allow the freedom to develop mastery and expertise, which can be further leveraged in support of new customer needs.
With the right people and processes in place, it is vitally important to guide them under a cohesive and powerful vision. This vision should incorporate the financial and character drivers of the company. It should be the lens through which each decision can be clearly seen and made. It should be bold, yet it should not be impossible to attain. It should include a certain amount of slack and resiliency to weather changes in the regulatory and market environment. It should embrace change as a necessary component to growth. And how you communicate any change and how you relate to each member of the team sets the tone of your business.
As the leader and/or owner of the business, it is your duty to all stakeholders (employees, customers and carriers) to express the strongest organization possible. Review your business processes, your people and your culture to locate gaps or deficiencies. Partner with the right people, both internally and externally, to fill those gaps and provide the greatest impact for your profitability and sustainability.