Page 43 - COVID-Proof-Your-Agency
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Chapter 5 – Move into the New Normal | Blew, Caldwell, Masiello
12. Leadership: Finally, your agency leadership team needs to lead the discussion about the
new normal. You need to engage your staff in a discussion about the changes in your
business practices during the pandemic. The entire team needs to take an honest look at
how they performed during the pandemic. What did you do well? What could you
improve on? Ultimately, the agency must be prepared to accept changes, because change
is inevitable after such a crisis. You should also talk to your clients about their
experiences with the agency and the carriers during the pandemic. You want to
understand how the client reacted to this new normal, whether they were pleased or
frustrated with how you cared for them, and their degree of willingness to accept the
changes. Your client may need to be guided through the process of change. Agents
should create a partnership with their clients, staff, producers, and carriers to help educate
and promote the new normal. The agent must take the opportunity to refresh all that you
do within your business and with your clients. Enjoy the process. It can be very
beneficial.
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