well hello everyone out there this is Kelly Donahue Piro and we've got Dave
Siekman here for our first-ever agency performance partners podcast Dave how
psyched are you to try this out I'm very psyched this is exciting Dave what's in
the closet behind you do you want me to open it I don't know I don't want to go
there this is the first podcast a future podcast we'll open the closet we
don't want to get kicked off of stitcher or iTunes for inappropriate we are
super excited here to bring our first podcast you know we're calling this the
ridiculously amazing insurance agent podcast because our goal is to bring
tactical strategies to agencies so one of the things that we want to do on our
podcasts for listeners you want to subscribe because we highly recommend
that is understand that this isn't gonna be talking about like what the theory is
what the philosophy of insurance is or what you should be doing this is kind of
getting in the weeds and getting it done so Dave and I are gonna do crazy things
like roleplay different scenarios talk about you know how to confront the
issues that are facing your agency but actually go back and forth with step by
step so like if you're struggling with your staff having like cell phones on
their desk or producers giving you excuses we're gonna dive deep into how
to solve that so please make sure you subscribe we are going to have new podcast once a month
so it's like a hotly coveted item something that you look forward to when
you see your podcast list just like I do but before we begin I think we're gonna
introduce you Dave because I don't know if a lot of our public I know that they
know you exist but don't think they know you that well so do you want to say a
few words about yourself yeah I don't have the fan base that you have yet it's
not all it's cracked up to be so yes I'm David Siekman I live here in
Massachusetts don't hold that against him
I know I'm sorry I know Kelly always tells everyone I have a patriot fans and
I feel like that it's the wrong direction to go yeah I've been in the
industry in the insurance industry for 20 years I'm a licensed agent here in
Massachusetts I've been working on the agency side for 12 years dealing
with staff staffing issues working with sales and marketing people trying to get
them to sell and market using new strategies so I'm really excited to be
on board and really excited about our ridiculously amazing podcasts that we're
launching here today so here's the other cool thing is that Dave and I joke that
we grew up in insurance together as if we went each other at the sandbox but
literally we kind of started our careers and insurance together and I've had the
pleasure of in miscellaneous different career fields before we do now
working together and he's hired agency performance partners helped us refine
our sales program so super psyched to have him on the team twice yes that's
right two times long before that we you hired the company I worked for so it's
kind of like it's it's been a long-term relationship but what I'm psyched about
let's talk about where we're at so this podcast is getting released the end of
January so maybe let's do a quick recap of what went down in January so
David what's your January been like give them give them readers the viewers a
little bit of where you been what are you up to sure a lot of local agencies
here in Massachusetts area that I've been working with the and then the end
of the month we were out in Phoenix at the IAOA conference so it's been a
great month of meeting a lot of new agents and executing some of the
strategies and some of the programs that we have and I don't know if you want to
tell if there's any Massachusetts agents out there listening that we have a very
special announcement for Mass Agents right yeah absolutely we just got
approved for a grant through the workforce training fund so two of our
programs our AppX sales and our AppX retention programs are both
eligible to be reimbursed 50% through the workforce training fund grant so
that cost to you is only half of what it would be buy one get one free so to
speak and so if there's anybody out there that
knows of any similar programs in your state let us know we're glad to apply I
think that that's awesome and for me I I went to Houston which is always fun when
you're living the Northeast to get out of the cold we got going to see our we
have to see our friends at Blue Marsh so out on
Martin Luther King Day they hired us to come out and do a training which by the
way guys there's four key days in insurance agencies that you can get away
with shutting the whole office right Martin Luther King Day Presidents Day
Columbus Day Veterans Day those are more like bank holidays but we highly
recommend that agencies take us up on our offer do training days then those
days because it's not stressful you're not like trying to answer the phones and
dive in on customers you can shut down it's like a bank holiday a lot of the
carrier's are closed great day to do trainings we still have some of those
dates available for 2018 so make sure you let us know if you want to talk
about that also too I had the pleasure of speaking at the Gary Vee event the
agent 2021 super cool just so you guys know we
practice what we preach so Daniela on our team tweeted gary vee that's how we
got the opportunity to speak so don't think that all the strategies we say
don't work they really do if you use them consistently and then IAOA I mean
how awesome was that Dave we saw so many great people that should have a selfie
booth there I mean how crazy was all the pictures it was incredible we go a little over the top sometimes
how we roll here but our main topic of what we're talking about today is in
conjunction with our January ebooks so that for those you guys who don't know
we do an e-book every month chock full of free resources so Dave and
I always joke around like we give away more than we sell so if you look at our
website you can almost run a whole strategy of running your agency but it's
always more fun to do it with somebody else right and Dave you're kind of fun
so you can download that ebook and be in the show notes check it out but really
our topics is how what are what are things that you as a leader in sales
maybe it's your sales manager maybe your owner want to say to your sales team but
just can't so I always say that in your head there's these things right like I
can't believe you just gave me that excuse you know like or WTF is one that
runs through my head a lot
not totally appropriate right Dave to say those kind of things your staff
from what I understand no absolutely I mean there's a couple of reasons behind
it I mean obviously you can get yourself into like legal issues that EPLI stuff
the people are focus on right yeah but more important than that it's
it's about putting them in a position to make them successful and most of the
things that kind of as people run through our heads when we hear bad
excuses you know we're just being we're stressed out most of those things if we
can reframe them in a more positive light then we can actually create an
environment that is conducive to selling more as opposed to you know a combative
environment where people are looking to make an excuse instead of making a sale
so I think that there's like two types of managers right there's the the one
where they kind of keep their head in the sand and they avoid it right so they
don't want confrontation they don't enjoy confronting someone and so what
happens is that problem keeps getting bigger and bigger like it
compounds itself right so if you avoid interacting with the salesperson that's
not meeting their set goals what happens four months from now well one they're
mad because they're not making any money right - you're mad because you're
probably subsidizing them and the problem hasn't been resolved in any way
shape or form of anything what you have to do to fix it is so much greater than
just addressing it during month one right right absolutely and then the
second type of manager I see Dave and I'm curious what do you think on this is the
one that sort of overreacts so all those things that are in your great ebook just
come flying on their mouth right and we call that like they're just doing all
the punch punch punch punch punch but there's no kiss so it's not kiss kiss
punch punch it's just all you suck everything sucks and that's a really
tough place to work - right yeah and there's a lot of defensiveness to it you
know they don't want to have a conversation about why we're doing
something they don't want to think about you know different ways to do it it's
kind of the my way or the highway type of thing they don't want to hear they
don't to hear even legitimate reasons why something might have gone wrong so
instead of trying to address the reason or try to figure out is this just an
excuse or is this legitimate reason and something we have
to tackle they just go right to I don't care you know just do it the way I'm
telling you to do it or whatever the case and obviously what we want to do is
I think what you're saying is find the middle ground there and say okay you
can't just bury your head in the sand but being overly aggressive doesn't work
either so how do we thread that needle totally so how often Dave when you go
into agencies do you see this being a problem well I think it's it's it's all
over the place right so you have in even within the same agency you might have
two different managers that are reacting differently so I think the strongest
managers are the ones that when we go into them where they're open to change
they're open to us coming in what I do find in most agencies is more of that
defensiveness where they're unwilling to change they're unwilling to kind of
look themselves in the mirror and say okay here's why things aren't going well
and a lot of its on me or it's the process I created or the system i
implemented being able to there's many managers out there that would rather
have it do it their way than admit that they might be wrong and make it more
successful we're not even wrong right just maybe
that there's a better way and I think there's so there's so many little things
that are not right or wrong but you know it's keeping the open mind and it's
keeping the idea that you know my big feeling in life this
year is how can I keep things as simple as possible right and so we get a better
result and things are simple on winning you right a lot of times it's just
tweaking the process to make it line up with what you know line up for success
yeah and I think when the relationship deteriorates between management and
sales everything becomes like you know it's like everything's being hidden
right there's not a lot of transparency you know it's when you walk by hey
how's your pipeline oh it's big right big is not a number not this month but next month it's all coming together
Oh you know one more month it's all in there and you're like well what's that
mean uh-huh but you're right when there's our relationship then you have
the trust and then you have the transparency so that the sales reps are
all - coming to you and saying hey my
pipelines down versus trying to hide it or sandbagging policies at the end of
the month because they're above quota and they're gonna kind of push them into
next into next month it's about creating that
better relationship for you to be able to work together to create more success
so Dave I know you've managed a lot of salespeople in your day everything from
the young right out of college kids to some seasoned professionals that you
know we're definitely selling 60 to 70 policies per month and personal lines
which was it's crazy epic you know when you were managing them like what were
what were some common challenges that you ran against that caused you to have
that like hey what do I really want to say this but I'm gonna bite my tongue
and like what was your process like how did you take a deep breath not let it
fly out of your mouth and reconstruct it in a really positive manner yeah it's
similar to be honest with you some of the tactic that we teach when you get an
objection from a potential prospect where the last thing that you want to do
is tackle it head-on right you want to kind of take it on the
side and roll with it a little bit so it is it's taking a deep breath to me the
first thing that I'm trying to figure out is is this legitimate reason versus
you know just a made-up excuse well like is it supported by evidence right
exactly so you know nine out of ten times when somebody doesn't hit quota
it's because they didn't do something right because I've got you know 10 10
sales reps nine of them are hitting quota one is it I don't care what you
say to me nine out of ten times it's your fault having said that I still want
to listen because I don't want to just automatically react because even if I'm
a hundred percent correct that they're just making up an excuse being combative
with them is not going to be conducive to a good
relationship so a lot of times it's about listening to what they're saying
and then and then responding and just like we do again with an objection
specifically to what they're saying and to help them figure out how to rule that
out and if you know a good sales rep going to be open to having
that conversation and if they're not you know if they're
not open to that conversation is probably not going to be around long
anyway but you need to make sure as the sales manager that you're doing it
appropriately so that you are around that those sales reps that are
performing well and need your help and need your focus that you have your time
to help them be successful totally and then I think one of the things that we
try to stress I know a lot of the trainings that I do anyways
I'm not mad if you didn't make your quota I'm mad that you didn't book a
meeting for me to strategize with you how to get there right and there's a
month where you missed by one I get that no one's upset about that it's a month
where you know you get to the end of the month you're running the report somebody
said I'm fine I'm fine I'm fine and then all of a sudden at the end you're like
you're not fine right you know and you know you have that first weekly meeting
and they haven't had any sales and they said don't worry about it I've got you
know 20 in the pipeline ten of which are guaranteed to close next week the next
weekly meeting you've got two sales and now your pipeline is up to 30 that last
weekly meeting I listen you can start to see then they start to edge a little bit
oh I don't know what went wrong but they're never coming to you they're
never saying either during your weekly meeting or at any other time like okay
we sit down I'm halfway through the month and I'm only 25% of the way to goal
what we do to fix this tell me where I am going wrong can we listen to some recorded
calls together whatever it is it's like it's that openness to try to achieve and
not hide things and not it's just kind of being open and I love that because
that's the way we all get better and you know we have a philosophy here I'm never
gonna be mad at somebody for making a mistake or I'm never gonna be mad at
somebody for not hitting a goal as long as along the way we're
talking about it and you're I see a genuine effort to get there but hiding
it just it never hits it hits anywhere yeah I had an old boss used to always
say that the truth is never a problem right you know in taking that and
applying that you know mid-month when you're not hitting quota works a lot
better than you know coming to me on the 1st of the month and saying oh here's
what happened last month you know we need to be proactively going out going
at it and then you know one things I think we could
talk about to here's with sales managers is I'm sure you've experienced it I've
seen it is that typically sales managers and agencies or either agency owners or
they're also selling themselves which means that their time is also very
limited so it can feel a lot to a producer especially a new one that
everyone's so busy I'm not getting the attention I need and that can also kind
of put a raincloud on relationships or I think provide a sort of BS the kind of
valid excuse for a producer right so how do you handle something like that well I
think again it starts with the the sales manager you definitely see this a lot
where it can be hard to go from a producer to a sales manager or for a
principle with you know no sales people to bringing on a sales person because
your mate you're making the assumption that they are as skilled as you are in
order you know in that in that area of sales so I think that as a sales manager
or principal who's managing your sales people the first thing that you have to
recognize is that managing sales people is different from actually being in
sales so you have to react to your sales people as a manager in a way that's
gonna put them in the best position to win I think it's very similar to coaching
it you know there's very few like superstars that end up being great
coaches there are a handful of them but typically the better coaches are the
ones that either never played or maybe they played at some Division three
college but because they look at it more as a manager more as a coach how am I
gonna get others to succeed instead of just expecting them to do what you get I
think that's a really valid point too because for generally if you're a sales
manager it's because you're sort of gifted in that area so it's not
something you've had to work at but for a lot of people sales is a series of
activities right you do X amount of calls you get to X amount of quotes you
know you do the blocking and tackling and it comes along but for gifted sales
people don't have to do that they it sort of comes naturally now they all
have their own other shortcomings you can get into it a whole other
podcast the next podcast you know what I think that the whole point is that
you gotta put each other in other shoes I think that's what I'm taking away from
what you're saying is that there has to be an understanding and I remember back
when we first met at the previous company I worked for I had a team member
and he just said something that made the whole world align for me and he said
you know what Kelly my job as your employee is to make you look good
and I just love that because I wasn't kept trying to make everybody else look
good and kept trying to get things done like I put a lot of energy into it and I
just said you know what you're right the better I look the better you look the
whole cycle keeps going up we're going up the corporate ladder and I think that
a you know for salespeople is like hey make your Sales Manager look good right
if you're on the sales team make your owner look good make him feel good when
he's cutting your commission check every month and you kind of think of it that
way it's like I think one of the things that we're gonna kind of glue glued here
and talking about is how do we make the whole thing simpler right I don't know
about you but I just walk into so many agencies where people spend so much time
defending things versus actually like solving the problem right so if you
didn't upload a signed app I have seen producers spend 23 minutes explaining
the reason why and defending themselves for like 23 minutes and why that app
didn't get uploaded how wasn't their fault I just thought if you prospected
for 23 minutes it would have been a much better use of all of our time how do we
break down them it's that Martyr syndrome where they want to explain why they're
right even though it failed instead of just saying okay I made a mistake what's
the better way to do it and moving on to more productive tasks activities right
and as a sales manager you run a fine line because you want to listen to them
and maybe they have a valid point but let's be honest 90% of the time it's
really just trying to dig themselves out of a hole and coming up with some
elaborate story like I you know I don't have children but I know you do Dave and
I'm sure sometimes you catch them doing something not right and they come up
with some real doozies right yeah I mean they're salespeople by heart
right so you're trying to sell you all the time and they'll try to sell you on
why they didn't hit quote or sell you and why they didn't upload the document
you know according to procedure and it's just in their nature so you know the
better sales people are probably the are the ones that are struggle in this area
because they are constantly you know trying to stay one step ahead of the
curve and so I think as a manager when you're dealing with the you know the
excuses of the day you sort of have to just limit them and say when we don't
deal with excuses here it didn't happen we're gonna talk about how you're not
gonna have let it happen again I didn't care how you got there it just can't
happen in the future and save yourself that 23 minute conversation exactly we
can all recycle that time with something better so Dave just you know in our
conversation here just to wrap up here what were your main takeaways that you
want to tell agents on how to handle that you know what you want to say the
salespeople and managing them you know what are your major takeaways for agents
sure I mean I think the first one is to take that deep breath and you can take
that deep breath by listening so listening does two things for you it
gives you a second to digest and it also allows the other person to speak and
then it's it's similar we didn't really talk about this but I do want to make
this point there are only so many excuses in the book right if you can
create a response for you know those those eight to ten general excuses that
are gonna come up just like you create your responses to objections from
prospects then no matter what excuse somebody brings to the table
you have your way to deal with it and you can pivot again just like we do in
sales and address what the what is actually occurring versus you know what
they're trying to make up as it is so to me those are the two big things take a
beat and then pivot it to resolutions and I think my big takeaway is let's
just stop the excuses like let's go on an excuse resolution rampage right you
know numbers don't lie but people do so if we can just kind of focus on spending
if you put the same energy into your excuses you put into selling that last
policy or the last couple policies you being a whole difference scenario
and that's how I've always taken it so you know I think the big takeaway
for me for all you guys listening out there is you know don't be mad at a
salesperson for not hitting their goal be mad at them for or you know be upset
be frustrated I guess is a better word for them not coming to you and diagnose
what's going on and if somebody's continuously not coming to you you have
to either decide are they good fair team or do you need to put some check points
in that deal with evidence and facts along the way on their pipeline not you
know randomization of everything's going great you know and one thing I would say
we didn't really talk about this either but when somebody says oh yeah I'm doing
great great how many leads do you have in your pipeline and if they can't
respond to you with pretty close accuracy you know that they're not
really engaged in it right right they have to be able to say this is how many
I'm working on right now yeah they should know everything not just how many
but where they are in the pipeline mm-hmm so keep your expectations high so
real quick just to kind of wrap everything up here so we're gonna go out
to show notes the ebooks gonna be in there some of our other resources we
hope that you can subscribe love subscriptions to the podcast our next
topic next month I think is gonna be a doozy right so you're gonna see a little
role-playing I think here at Kelly and Dave it'll be fun
considering that role-playing our role-playing blog was one of our top
ever so it's I think it's number two in the list if you want to check that out
we'll put that in our show notes but we're gonna talk about why we can't all
just get along where is the difference between CSR's and producers right so our
co-stars and producers ever going to get along because I know it's a very common
thing that we deal with and you know we're also asking for any requests so
feel free to reach out to us on our website on social media there's
something you want us to talk about let's do it we want to keep these very
tactical like I said I do want to give a little shout out so this month in
January I want to say thanks to Tom Davenport again from Blue Marsh for
having us out there on Martin Luther King Day awesome team did a great
training he rented out like a conference room at a little resort in Pennsylvania
super fun so it's way to go for keep training your team and having us come
out there awesome job tom and let's just say that we can't wait to
see you in our next podcast so Dave it's been fun and February's podcasts we're
gonna top this one I think excellent looking forward to it alright guys we'll
see you soon
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