Insurance Agency Management Systems and Independent Insurance Agencies can learn from Fish!
Imagine a workplace where everyone chooses to bring energy, passion and a positive attitude to the job every day. In this engrossing parable, a fictional manager has the responsibility of turning a chronically unenthusiastic and unhelpful department into an effective team.
Seattle’s Pike Place Fish is a world famous market that is wildly successful thanks to its fun, bustling, joyful atmosphere and great customer service. By applying ingeniously simple lessons learned from the Pike Place, our manager discovers how to energize and transform her workplace.
Addressing today’s most pressing work issues with an engaging metaphor and an appealing message, FISH! offers wisdom that is easy to grasp, instantly applicable, and profound.
How Fish Can Improve Independent Insurance Agencies and Agency Management Systems
The entire Jenesis Software and Carolina Insurance teams read this book because we felt we would benefit from the lessons in the book. We then discussed what we learned at one of our team meetings. Below, I have broken down the 4 basic points of the book. I have also asked a few of my team members what they took away from each of the categories. Their comments are included below.
The book breaks down success into four areas. Your ability to choose your attitude, how play is important, the importance of finding ways to make your customer’s day, and being present and aware of your co-workers and customers.
Choose your Attitude
Renee told me she thinks this one is a big part of making the others work. She feels our attitude determines whether we are present and making the customer’s day. She thinks most of the time we choose wisely, we adjust our sails to whatever wind comes, and do what has to be done. We choose to enjoy being a part of a great team, and working together to get the job done.
Cindy is on the Insurance Agency Management Systems team and says we choose to either have a frowny face or a happy face. It’s a choice!
Jenna, previously an insurance agent with Carolina Insurance and now with Jenesis Software in marketing and sales, had this to say about PLAY: “I think the birthday emails where we let our Jenesis customer’s know that it’s one of our birthday’s and have them send a happy birthday email to the birthday boy or girl for a prize is fun for both the Jenesis customer and the Jenesis team … I received a LOT of emails!”
Renee says to have fun and create a unique experience for the customer. She thinks we do have fun most time, but could remind ourselves to slow down and laugh together, and not get caught up in the grind.
Benny, support team leader for the Jenesis Insurance Agency Management Systems team, learned that “achieving your goals can be fun”.
Cindy learned that we should find ways to entertain ourselves and the customers while we work.
Make their Day
Jill, an insurance agent with Carolina Insurance, said the Birthday “card” we print out for the insured when they’re in office is another way we make them feel special!
Cindy says to make the customer’s day, we need to do exceptional things!
Here is what Renee, long time agent at Carolina Insurance had to say about how to Make Their Day. “Knowing our customers names, Giving them drinks when the come by the office, and re-shopping their renewal, are some of they ways we make their day.”
Being present may be a little less clear than the other ones but here is the gist of it. Have you ever gone up to check out at a convenience store and there are two employees behind the counter? Ever had them continue their conversation even after you have walked up and placed your Red Bull and Snickers on the counter? I assume everyone enjoys this delicious and refreshing combination as much as I do. Anyway, think about how that makes you feel. They do not acknowledge you, the customer, and continue to talk about something that has nothing to do with you when YOU is exactly who they should be focused on at that moment!
Being present means that when you are supposed to be listening to a co-worker, you are indeed listening to that co-worker and when you are supposed to be listening to and paying attention to the customer, you are doing just that.
Eddie’s Final Comments
Remember to to choose a GREAT attitude, have fun with your co-workers and customers, give some thought to how you can make their day, and to always be present in the moment.
One last thought. These are good principals and habits to exercise with everyone. Not just those you work with or your customers but also friends, family and even strangers.
I would love to hear any thoughts you have on this and hear ideas how you are applying or play to apply some of these ideas.
Eddie Price is the founder and current owner of Carolina Insurance in 1991 and Jenesis Software in 1999. Eddie can be contacted by email at email@example.com or firstname.lastname@example.org and would love to hear from you.