Page 42 - COVID-Proof-Your-Agency

Chapter 5 – Move into the New Normal | Blew, Caldwell, Masiello

how to grow with them. You should realign your agency processes and procedures to

take full advantage of them. The insurance companies are also preparing for a new

normal. They're going to look at what worked best for them during the pandemic, and

they will consider which of these services should be standard operating procedure and not

some special occasion. They are going to look at how best to grow their business and

how to implement these many digital options and services. The carriers are going to

adjust their marketing efforts and co-op opportunities with the agents to emphasize digital

adoption by the agent. Agents who choose to collaborate with the carriers will be

rewarded with more marketing support and preferred status. Agents who do not move to

the new normal should expect commission cuts, contract terminations, and other

difficulties.

11. Communication: The way we have communicated with our clients, our staff, and our

carriers during the pandemic has changed dramatically and permanently. This is the new

normal. Agents need to continue to build and evolve their communication strategies.

They will continue to expand their use of social media, email, texting, client contact

software, and CRM. They will continue to expand the use of video conferencing, and

both recorded and live presentations, to improve the client experience. The pandemic

experience has altered the communication landscape. The client has a new expectation

about communication, and they will direct the agent on how they want to work with you.

Client portals will be very important through your agency management system and

through your agency website. Make it easy for your clients to do business with you, and

don't forget to have a mobile app linked into your services. You do need to prepare for

the permanency of this new normal.

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