Page 54 - Shaw Wall of Honor

BACK TO BASICS
A little about us
We are a third-generation, family-owned agency located in Warren, Ohio. We have 19 employees and have personal, commercial and life/health departments. In our P&C space, we are split about 50/50 personal to commercial. I have been with the agency for almost 26 years now and work with my dad and brother.
Getting back to the basics
We have decided that 2023 is getting back to the basics of insurance. There are 100 different checklists and 1,000 different coverages that we can discuss with each and every customer.
We have over 1,000 commercial lines policies in our agency and we were struggling with how to best service them all. We threw around ideas of grouping by volume, using service centers or making additional hires. There were fears of assigning books of business to producers or account managers whomay not have enough
experience. The question became, how do we get the knowledge of our most experienced people with 45, 30 and 26 years' experience to our newer commercial crew.
This is where we used the old saying, “how do you eat an elephant; one bite at a time.” But in our case, we would go one policy at a time.
How we are doing this
We sit down in our conference room four days a week for an hour max and go through each of our policies. There is some prep/ research work done behind the scenes to get us started. We then pull up the management system and sometimes the policy to review the coverage and forms. We have a worksheet for every customer and we write down everyone’s feedback to keep the information fresh and make sure we don’t miss anything.
We are also using technology for this. We have a SharePoint site where we house the behind- the-scenes work and use two 85” screens to review together while we meet.
WRITTEN BY
SHELLEY TAYLOR
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