Time Management for P&C Agencies

[2112Greg]

I'm working with a P&C agency and I handle all the life, health, disability, etc (basically all the non-P&C stuff) for them. They have a good size practice that's growing, but have almost no control over their time. They are young guys, in their late 20s, so they are about 7 years in the business. I'm trying to help them get more control over their time, but it's a challenge when the phone rings and they think that is always the most important activity that they need to be doing.

Then on top of the service work, it gets kind of nuts...

How do you guys get through this? Are there any time management programs geared to P&C agencies that I can show them?

Any thoughts/ideas would be appreciated...

 

[jsbarber12]

As a P&C guy I have the very same problem(6 years experience) I handle everything as it comes and will stop and start task continuously. My time management skills are horrid. Honestly most P&C people I've come in contact with are pretty much the same way. So I would love the feedback on this subject.

 

[2112Greg]

I believe that it's the nature of the work of P&C. But there HAS to be some agents/agencies who have overcome the phone ringing, the service work and all the other stuff going on to be able to get out and sell.

Honestly, I'd kill myself before I went down the P&C road, but I know it can be done...so hopefully some big hitters will drop in and give some good advice!

 

[djs]

In the P&C world, the phone is CRITICAL. I know to many agents who don't answer it and none of them are growing. Don't discourage a good thing, but there are some management techniques.

Well, there is one.

Hire someone to deal with the phone and the related service work.

At the same time, have a company policy that the phone gets answered by the 3rd ring. If the service person is on the phone and the phone rings, then yes, you might have to pick it up.

Dan

 

[2112Greg]

Dan, thanks...always appreciate your input.

Any other P&C guys willing to throw in some hints, tips or ideas about how the manage their time? My guys are looking to bring in a person to handle all the BS involved and they can get back to marketing etc.

It's that damn phone...it's good that it rings, but they become a slave to it and all I know about time management dictates that you have control over your daily activities. It's definitely a different animal than what I'm used to!

 

[secondcreek]

My assistant starts their day at 8:30 but we don't "open" until 9:00. That allows a little bit of time to knock out a lot of service items without interruption.

Also, we only use emails to pass messages. This helps eliminate some of those 2 minute conversations that are totally non-productive.

I am training my clients to submit their routine service requests thru my webpage.

Plan every minute of every day and then stick to the plan. My assistant knows exactly when I will be out of the office networking. He also knows when he can schedule someone to come in and see me. He also knows when he can schedule any thing that takes him out of the office.

This is one of the better thread topics. I hope others will share some tips.

 

[The Colonel]

I don't have any service people working for me-only sales folks. Most service calls offer the opportunity at some point for a sales lead to develop. My life only friends can only dream about the # of folks we are able to talk to on a favorable basis every day. On the other hand, most of my multi-line friends would say the opposite-"I'd sell a lot more life if I wasn't so busy sevicing the p&c book". After 20 years all I can say is use your time wisely, seek out the sales while doing service and train your folks to do the same (make sure their comp plan aligns with this).

 

[Hawkfnm]

I've worked in a P&C heavy agency for 12 years, the last 6 years as the owner/principal. Time management is a daily battle. I've found that the quicker we can get service work done, the better. Auto/Home clients have come to expect fast and accurate service, so that's what we try to give them. The name of the game is keeping your core clients intact and growing from their referrals. I'll gladly set aside a big new prospect to work on a lower commission renewal from a 20 year client. Retention is the name of the game.

 

[2112Greg]

Alright! Good start...let's keep this going!

 

[Hefe]

Two things that help me:
1. Don't respond to every email as it comes. The phone you can't help but I can schedule times throughout the day to read and respond to email.
2. Take all necessary info for service but wait until scheduled time to process the change. For instance, I'll take notes with all the info to change a vehicle but not login to process the change until after hours when the phone is quiet.

As others have mentioned, hiring someone to handle the phone can help but many clients will still ask for the producer. You also need to train clients to provide info to csr.