Agency Sales Connection
A message from Lori Rice
Managing
Director - Sales
New Year, New Goals: Strategic Planning for Success
As we begin a new year, it is a time for reflection and setting new objectives. New Year resolutions often represent our desire to improve and achieve. Similarly, setting goals as a sales team is important for driving success and maintaining motivation throughout the year. Establishing clear and achievable goals is fundamental to the effectiveness of any team, including our sales team. Goals provide direction, focus, and a measurable way to track progress. They act as a roadmap, guiding us towards our desired destination. Without clear goals, it is easy to lose sight of our objectives and become distracted by daily challenges.
To start out the year on the right foot, engage with your manager to discuss the overall regional and state goals. This will help you understand how your contributions align with these objectives. As a state leader, one of my favorite exercises was having our team share their goals with each other as a group at the beginning of each year. This often led to team members recognizing their influence on each other’s goals and providing support to achieving them. This process encouraged teamwork and then magic happened! I encourage you to share your goals with your teammates and inquire about their 2025 goals to identify potential opportunities for collaboration.
Now on to sales planning! In case you missed it, please be sure to view the Secrets of AgentLinx that was presented on 1/10/2025. We covered the 2025 sales planning process and provided two handouts that you may find helpful as you begin to review and strategize about the agents that you manage. Sales planning involves analyzing, setting goals and developing a sales strategy for your overall agency base and creating more detailed plans for a subset of agents that have the most potential to increase market share and revenue. Sales Plans are not a “set and forget it” exercise, but rather must be reviewed often, evaluated and adjusted as needed on a regular basis.
Together, we can navigate the challenges ahead, celebrate our successes, and achieve remarkable growth. Wishing you all a happy, healthy and prosperous 2025!
A Look Ahead to 2025
Before we jump into what we are working on in the sales world for 2025, let’s take a quick look back at a few things that were rolled out to Sales in 2024:
Though we are early in 2025, we are already working on some initiatives that will positively impact our sales organization.
We’ve officially kicked off our Agency Sales Training project This project will assist us with identifying and documenting our sales process, refining our onboarding process and creating customized learning paths.
The AgentLinx training module is undergoing a much needed refresh to ensure it remains a current and valuable resource.
The External Scorecard is getting a revamp, refresh and even a new name! Be sure to tune in to the February session of “Secrets of AgentLinx” where we will introduce the new Agency Summary Report. This valuable tool can help guide agent conversations and uncover opportunities to strengthen customer relationships.
2025 Sales Meeting – Get Ready for Savannah!
We’re excited to gather in Savannah next month for our Agency Sales meeting. The plans are coming together and the agenda will be packed with dynamic speakers, valuable information and opportunities to collaborate with your colleagues. If you are attending the event, be sure to visit the event page to check out our FAQs. See you in February!
Cross Ohio Agency Representative WELCOME BACK!
Congratulations and Thank You to our colleagues celebrating a FAnniversary this month!
The ALTA Good Deeds Foundation supports the charitable efforts of title professionals as they work to build and strengthen their local communities and exemplify the title industry’s values of We Lead, We Deliver, We Protect.
SAVE – Suicide Awareness Voices of Education is a national nonprofit working to end the tragedy of suicide through education, training, advocacy, and supporting suicide loss survivors
“I am so grateful to be recognized by my Industry! What we do at SAVE is so important and near and dear to my heart Thank you, American Land Title Association and the Good Deeds Board, for recognizing that the Real Estate and the Financial industry are susceptible to Suicide, as is anyone Bringing awareness and education on this subject is so important to the lives and health of those who have suffered from this sad experience I am so grateful to the Good Deeds Board for this honor and help in letting us continue our awareness and advocacy efforts.”
~ Tricia Taylor
Shawn Neely Illinois Agency Representative
Paula
Matthew Walton Pennsylvania Sales Manager
Emmy Dixon Client Relations Manager
Chris Cangelosi Sales Representative
Jimmy Nguyen National Agency Operations Manager
Kevin M Vlad Sales Manager Scott Randolph Hairfield Sales Representative
Carmen Cole Senior Underwriting Assistant
Geoffrey Harris Sales Representative
Brian Edward Osburn Sales Representative
Jo-Anne M Slicis Sales Representative
Donna F Mischou Executive Assistant
Thomas E Campbell VP, Division State Area Manager
Michelle Creely Sales Representative
David R Cardner VP, Division State Area Manager
CommUnity: Discover, Engage, Connect
Building connections within First American and the Agency Division has always been important, but it isn’t always easy when you ’ re on the road, working from home, in an office with limited staff, or a combination of those. This month, we launched CommUnity: Discover, Engage, Connect and the response was overwhelming! Thank you to all the participants who registered and are now making new connections throughout the Agency Division.
This optional program is a great way to grow your internal network as you get to know employees in other offices, cities, or states that you might not otherwise meet Once a month beginning in January 2025, participants will be randomly paired with someone else across the division for a virtual 30-minute chat. There is no set agenda for the calls; the goal is simply to allow you to get to know one another, share about your roles within First American, and/or learn about business practices in other states. We’ll even provide talking points you can use to help break the ice, if you ’ re not sure how to get the conversation started.
If you have NOT previously registered for CommUnity and would like to participate, please use this registration link and sign up prior to Monday, January 27, 2024. You will receive additional information once you complete your registration
Tori’s Tips
Agency Sales Playbook – Mobile Access Tips
If you are experiencing issues accessing the Agency Sales Playbook on your mobile device, here are some recommendations:
1.
To make sure you are getting to the current Agency Sales Playbook SharePoint page on your mobile device, it is recommended you scan the QR code provided in the mobile instructions, using your mobile device camera on the document displayed on your laptop screen.
2.
Once you have landed on the Agency Sales Playbook page in the SharePoint app on your mobile device, click the flag icon next to the page name to Save.
3.
To find your Saved items in the SharePoint app on your mobile device, click the ‘Me’ icon, then click the ‘Saved’ items, then click ‘Show Pages’.
Having the right people, in the right roles, focused on the right things, is how we will achieve our goals. This internal resource is here as your partner so you can focus on what you do best – Selling and Growing Market Share!
The ASO Team is currently supporting or being utilized as backup for all jurisdictions. This team specializes in providing support to help you navigate the OAM processes & procedures and case submissions, ensuring complete packages so there are minimal delays and timely approvals.
The support offered by the Agency Sales Operations Team continues to grow and evolve, with focus on complementing your growth strategy efforts, all with our common goal of being THE preferred underwriter of choice for our Agent partners.
Here is where to find the team: AgencySales@firstam.com
Your Agency Sales Operations Team
With a collective knowledge and experience of over 165 years with First American, nationally across the Division. Here to Help!
Reminder - Developed and enhanced for internal purposes only, this platform serves as your primary information source for products and services that support our sales teams, drive agent success, strengthen relationships, and grow First American market share.
Now available at Agency Sales
Playbook
For quick access:
Save it to your desktop - Agency Sales Playbook
Access from your mobile device – find our instructions here
Agency Technology Updates
The Results are IN!
Customer Satisfaction (CSAT) Survey
Our latest Customer Satisfaction (CSAT) Survey invitation was delivered to agents on December 10, 2024. Please encourage participation and feedback when speaking to customers. We improve when we hear our agents’ needs. Responses to the survey will be reviewed and necessary follow-up will be assigned in AgentLinx. Don’t forget: Dashboards are available to review customer feedback.
Actions:
Respond to assigned survey cases.
View the Report of all responses
View the dashboards: CSAT Support, Title Production, Policy Remittance and CSAT Influencers
We thank you for your support in this initiative as we continue to strive to be the easiest underwriter to do business with for our customers.
Grow Revenue with Existing Customers
Eagle Dashboard for 2025 Growth Opportunities
The Eagle vs. Standard Policy Opportunity Analysis Report, compares Standard ALTA Policy to Eagle/Enhanced Coverage Policy usage and estimates revenue growth if Agents increase Eagle/Enhanced by 25%, 50%, or 100% Increasing the issuance of the Eagle Policy will not only increase revenue for our Agents, it also provides the highest level of protection for their customers.
With this report, you can review and target firms with the highest issuance of Standard ALTA policies, meet to discuss the benefits of Eagle Policy coverage, and help them promote the product using Agent Print Pro®.
Visit the Eagle Policy® for Homeowners page in the Agency Sales Playbook for more information, tools, and resources.
How To: Use Eagle vs Standard Policy Opportunity Analys Report Job-Aid
Availability
The product is available in all states with exception for the following:
Colorado (Filed not yet approved by DOI)
Florida
Illinois (Statewide, with the exception of the Chicago Metro Area)
New Mexico
Oregon
Texas
Education & Training
Happy New Year! With The New Year Brings New Education Opportunities!
ALL Agency Sales Representatives
The Education and Training team has created a presentation for you to teach your agents and their employees all about AgentNet® Knowledge, our revolutionary online platform for underwriting guidance and education The presentation will review:
What is AgentNet Knowledge
How to access AgentNet Knowledge
How to navigate and search in AgentNet Knowledge
How to update/add license information in the Eagle Academy Learning Center (if applicable)
Presentation: How to Use ANK - for AgentNet Users
Instructor Guide: How to Use ANK - for AgentNet Users - w/ instructor's notes
Presentation: How to Use ANK - for ANTE Users
Instructor Guide: How to Use ANK - for ANTE Users - w/instructor's notes 1-9-25
Please complete the Education Request form Education Team Request Form - Form by Asana if you would like to customize the presentation and add state specific photos
ALSO NEW!!!
We have a brand new on-demand course now available in AgentNet Knowledge, “Claims – Tales Through Time!" Claims - Tales Through Time NO CE/CLE
This course takes an appraising look at title situations that underwriters should be aware of, helping them to prepare for possible situations they find themselves facing in their day-to-day work. This course draws from stories featuring scenarios spanning five decades, stressing that regardless of the era, title challenges and conundrums are a constant in the industry. This course illustrates and addresses what questions underwriters need to keep in mind when developing strategies when facing these potential transaction situations.
Each state can submit course approval for on-demand CE/CLE credits in their state for AgentNet Knowledge. Please see the links below:
UT Approval letter
NAIC Filing Form for reciprocity Claims - Tales Through Time - PowerPoint Deck Course Materials – The Description, Timed Outline, Word Count and Storyboard Handout
** If you would like assistance with obtaining the necessary accreditations or when you are ready to have the course added to AgentNet Knowledge for credit, please submit an education request: Education Team Request Form - Form by Asana.
If you would like to be able to give this presentation in your state, please advise and we can provide a copy of the presentation with the notes. You can reach out to the Education Team for assistance at AgencyEducation@firstam.com
Remember you can view all new state(s) available courses by accessing the AgentNet Knowledge New Courses link in the Sales Playbook AgentNet Knowledge New Courses
AgentLinx Dashboards Report Recommendations
AgentLinx is a powerful resource and your internal tool to enhance your strategies, performance, and success Outlined below are some suggested Dashboards and Reports to view year-end numbers and assist with your sales planning strategies
Revenue Dashboard
Net Agent Premium by Year Accounts showing Yearly Net Agent Premium grouped by Firm and Sales Rep Includes all yearly metrics available in AgentLinx
My Agents Active Remitting Accounts providing key metrics including revenue, AR, lag, and inventory
My Agents by Firm & Underwriter Active Remitting Accounts providing key metrics including revenue, AR, lag, and inventory but grouped by Firm and lists Underwriters to assist States that have multiple Accounts due to Underwriter (ex. Texas & Louisiana)
Goals Dashboard
Annual Remittance Goal Prior Year All Accounts showing Prior Year Remittance Goals for Sales including Prior Year Net Premium comparison
Competitive UW Dashboard
Competitive Underwriters Includes all active Firms with or without active Competitive Underwriters Estimated Premium to Competitors An estimated calculation of how much premium is written among all Underwriters for both Gross & Net Premium Estimates will be displayed once the Est Prior Year Total Gross Premium field is populated
To save a Dashboard or Report as Favorite –
While on the desired dashboard/report, click the star in the top right corner to Add Favorite.
To view your favorites, click the drop-down arrow next to the star
Marketing Updates
As we move into 2025, I want to take a moment to look back at all the work we’ve accomplished in 2024. In the past year, Sales, Product, Education and Marketing came together to form a collaborative and cohesive strategy that included:
Marketing and Events Calendars
A central location that houses all our events, campaigns and communications from the Product, Marketing and Education teams, to provide visibility into what’s going out and what’s coming up
Direct Marketing Journey
We launched our first automated prospecting journey in June of 2024 This is an evergreen campaign, meaning regardless of when you may have started participating, you can always add prospects as you grow your network Within the first six months of launching, 1,500+ accounts have been added to the campaign, of which 20 have converted to FA agents
Agent Advocacy Campaign
In response to the evolving market conditions, we launched the Agent Advocacy Campaign in April to both our agents and prospects. This included video messages from some of our leaders that provided assurance and actionable insights for our agents, and a strong case for why prospective agents should consider First American as their underwriter.
Moving into 2025, we are excited to continue building on the great foundation we established in 2024. Some highlights include:
Monthly Prospecting Campaign
We’ll be launching a monthly campaign to all prospects by repurposing our existing news brief (our top monthly agent download in Agent Print Pro) This will provide a regular monthly touchpoint and reinforce First American as a trusted guide by providing value-added, impactful content
Distributive Marketing Pilot
In the first half of 2025, we are piloting a new technology to make marketing emails and journeys more self-serve and accessible than ever This includes insights into who is opening and engaging with your emails.
Event in a Box Toolkit
We’ve launched a new toolkit, including a brand-new customization interface for our Event in a Box Toolkit. It’s now easier than ever for you and your agents to customize materials for your next event. You can access the toolkit in Agent Print Pro, and we ’ ve created a demo guide and video to walk you through how to customize your materials
In addition, the ASO has added a new List View to the Marketing Calendar You can now easily sort the calendar into a list view to see what’s coming up You can find the list view directly below the calendar on the Marketing Calendar page
Missed an episode of the Agency Insider? You can find all of our episodes here. Have an idea for a future episode? We’d love your feedback!
Learning Curve
There are so many great business books and podcasts available, but which ones resonate with you?
Recommendation from: Michael Savas, CTIP
SVP, Agency Division Texas,
Oklahoma, New Mexico
My recommendation is a book on leadership that I am currently reading and find fascinating, called Unreasonable Hospitality, by Will Guidara. If you are a “foodie”, or at least amateur foodie like I am, you’ll find it additionally interesting because it comes from the perspective of the food service industry and in particular the fine dining segment. The author is former co-owner of the famous New York restaurant, Eleven Madison Park, as well as NoMad (New York and Los Angeles).
The title of the book, to me, means that his hospitality was over and above, and he instilled that sense of customer experience in his team. He reminds us of the purpose of a special restaurant, or really most restaurants, which is that meals are where people join together to bond, and occasionally celebrate special moments in their lives. When going to a place like Eleven Madison Park, then that is indeed a once in a lifetime event which has potential to create a special memory.
I was reminded that although our customers are agents, who often can only survive with high turnover and volume transactions, their clients are buying homes, or special commercial properties,
and they often have once in a lifetime experience. We have the opportunity, or rather as Will Guidara says, “a responsibility to make magic in a world that desperately needs more of it”. And that is the essence of customer service. While there are multiple closings in a day, and that closing room needs to be turned over for the next, so does that table in the restaurant gets to be turned over for the next.
