Building a fully remote insurance agency has been a journey filled with learning experiences. We have encountered many challenges along the way, and by sharing these, we aim to assist other agency owners in avoiding similar pitfalls. Here are three major mistakes we made and how you can prevent them.
Lessons Learned
Mistake 1: Insufficient Training
Problem: Our initial training program was too vague, leaving new hires uncertain of their roles, responsibilities and their growth within the company.
Our Experience: We initially had a basic outline for training but lacked a detailed plan that thoroughly considered the specific needs of remote employees for success. This led to new team members feeling confused and lacking confidence, resulting in tasks not being completed efficiently and requiring managers to spend excessive time providing assistance. Additionally, it negatively impacted the client experience, as new team members were not adequately trained to meet our service standards.
Solution: We developed a more comprehensive training plan.
- We fly new team members to Arizona for in-person training during their first week, allowing them to build deeper connections by working and interacting with local team members.
- We provide extensive in-person training and shadowing with experienced team members, enabling deeper learning and thorough preparation for independent work.
- We incorporated feedback by surveying newly trained team members to gather insights on what worked well, areas for improvement, and suggestions for enhancing the training experience.
Advice: Prioritize comprehensive training. Meticulously plan every detail and allow sufficient time for thorough learning. A solid training program is essential for remote work success.
Mistake 2: Undefined KPIs
Problem: Without clear Key Performance Indicators (KPIs), our team lacked a clear understanding of expectations, hindering progress. This frustrated us as owners, as we weren’t seeing desired results. It wasn’t our team’s fault; they simply didn’t know what was expected.
Our Experience: We didn’t have clearly defined KPIs to guide the team’s daily work. This lack of direction misaligned our team with our goals, hindering our growth and causing confusion/frustration.
Solution: We established key revenue-driving activities as our KPIs:
- We prioritized simplicity by selecting only 1 to 2 key KPIs.
- These KPIs were clearly communicated and progress is tracked weekly.
- We review them in weekly department meetings, with managers providing support if needed.
Advice: Start by measuring any relevant metrics, even if they’re not perfect. Begin with basic KPIs and refine them over time. Clear KPIs help your team understand their goals and enhance performance.
Mistake 3: Too Many Systems
Problem: Using multiple systems to manage our processes led to confusion, inefficiency, and unnecessary expenses. We discovered our agency didn’t fully utilize our existing systems. It’s better to simplify and maximize current tools than to complicate with numerous systems for each task.
Our Experience: We initially used a variety of systems that were individually great but didn’t integrate well with each other. This overwhelmed our team, making task management difficult and causing unnecessary stress.
Solution: We simplified our tech stack reducing confusion and enhancing productivity.
- We minimized the number of systems our team used to only three, covering sales and service.
- Despite each system’s flaws, we maximized their potential through full utilization.
- This integration streamlined processes, providing greater clarity and increasing efficiency.
Advice: Simplify, simplify, simplify! Resist the urge to address every problem with new technology. A streamlined system is easier for your team to navigate and proves more effective in the long run.
Moving Forward
Simplicity and clarity are crucial for running a virtual agency. Resist the urge to complicate. Master the basics first, or everything else will unravel.
By addressing these mistakes, we’ve built a more confident and efficient remote team. In the coming weeks, we’ll provide detailed advice and strategies on each point.
Remember, thorough training, clear KPIs, and a simplified tech stack are essential for a successful remote agency. Plan, communicate, and streamline your processes. Your team—and your business—will thrive.
Use this free guide below to plan and ensure you don’t make the same mistakes we made!