Aggressive Rocks! - March 2015 by FYI Express

More Agency Tips ‘n Tools at www.Aggressive.Rocks

“What You Don’t Know Can’t Help You!” … Eddie K. Emmett, Editor

The Difference Between Doing and Managing In This Edition The Difference Between Doing and Managing ............................. 1 Using Facebook's Ads to Generate Leads .......................... 5 Texas Senate Confirms David Mattax as Commissioner of Insurance .................................... 8 Texas Insurance Commissioner Announces $352.5 Million in Refunds to State Farm Policyholders .............................. 8 Benefits of Representing Aggressive .................................. 8

Most agents are “doers.” They sell insurance and interact with clients to keep them satisfied. Far fewer agents are “managers” who understand the ramifications of their actions and track their successes and failures to learn from the past, avoid pitfalls that block progress and repeat the steps that prove valuable in the achievement of their goals. How much do you know about your agency and about your book of business? Is it important to know specifically how much business your agency writes and how much is retained in each of the divisions of the agency (typically personal lines and commercial lines)? Most of us would say that these statistics are meaningful and important. But few of us actually know those statistics on a day-byday basis. We think that because we think we can access that data, it is sufficient. But if you were to get into your car and drive – without direction and a plan, simply knowing that your destination was 1,000 miles away, what would happen?

Enjoy the St. Patrick’s Day Crossword Puzzle on page 9

You could certainly say that you were motivated to reach your goal and you would spend the time and effort to accelerate the vehicle for the time needed to make the trip.

But unless you actually stopped and referred to a map to determine where you had gone; unless you understood the need to re-fuel and refresh every so often, you would quickly become lost and run out of gas and energy before achieving your goal. A better plan is to pre-plan your route including pit stops for fuel and food. That way, you could monitor your results as you drove and make adjustments, as needed, to reach your goal refreshed and on time. Similarly, “managing” your agency differs from simply selling insurance whenever possible and processing customer requests and transactions. The critical issues in your agency are how much (commission dollars) and how many (customers and policies) are being written as new business as your trip (your year) progresses, how much commission and how many customers are being retained or lost during the process, and whether the results will allow you to reach your GOAL (the destination for the agency for the year). How would you know where you are going in your road trip if you didn’t even have a goal? Would you consider going on a driving vacation with no target planned? How would you know if you have reached your goal if you don’t even have one? Continued on page 4

Aggressive Rocks!

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March 2015

PROGRAMS Aggressive Elite (TXE) Standard Policy Aggressive Select (TXS) Limited Policy (All Programs offer 1, 3 & 6 month terms) BENEFITS • TX ID not accepted on this program • Matricula/International License (copy required)

Insured Web

Customers have access 24/7 to their insurance policy information. https://aggressiveinsured.com • • • •

Print Dec & ID Cards Make Payments Report Claims Policy Detail

• • • •

• Out of state drivers license accepted (No Surcharge) • No Medical Statement required

Live Chat Go Paperless Upload Documents 24 hour access Celestite Policy Scan

Photo Upload Made Easy

• Up to 40 years for liability • Up to 20 years for Comp/Coll • Salvage Title accepted with Liability only • One Ton's (No more than 4 wheels)

Upload photos in 1 simple step Celestite Policy Scan is available for both Iphone and Android devices.

• Automatic 25 miles into Mexico AGGRESSIVE SELECT PROGRAM DISCLOSURES WARNING: A NAMED DRIVER POLICY DOES NOT PROVIDE COVERAGE FOR INDIVIDUALS RESIDING IN THE INSUREDS HOUSEHOLD THAT ARE NOT NAMED ON THE POLICY • TXS policy does not provide liability coverage: o For damage to rental vehicles o To any family member or household resident who is not listed on the declaration page; o For any person under any agreement, contract or bailment. • TXS policy does not provide physical damage coverage: o For any gross vehicle weight in excess of 10,000 lbs; o For a covered vehicle not in the care of an authorized driver. • TXS gives the insured 10 days to report a newly acquired vehicle. • TXS does not provide out of state coverage for first party coverages

SCAN TO SMARTPHONE ACCESS TO MAKE PMT & ID CARD

Text Alerts / Email Alerts

Sign your customers up today to receive text and email alerts for payment reminders. Once signed up, we will send your customer alerts for the following: • Welcome Text or Email for new customers • Payment / Renewal reminder the day prior to their due date • Payment / Renewal reminder the day prior to cancel or expiration. Agency Fees

Upload your agency fees in a single transaction. When binding a policy or simply posting a payment, you can add your agency fees and eliminate the duplicate transaction. How does it work? When posting both Credit Card & E-Check payments you will be prompted “Are you charging additional fees”. Once posted the premium payment is applied to the policy and the agency fee will be added to your next commission statement. You will not receive a 1099 for your agency fees.

PAYMENT PLANS Pay # of 1st Due Plan Inst Date 15% 5 15 days 16.67% 5 20 days 19.5% 5 25 days 24% 4 30 days

1st Cancel Date 26 days 30 days 33 days 42 days

FEES 1 Month Policy Fee $12.85 SR-22 $10 Late Fee N/A Return Check $25 Installment Fee N/A

3 Month $36 $12 N/A $25 N/A

Future Due Date 30 days 30 days 30 days 30 days 6 Month $72 $25 $10 $25 Rule 14

Credit Card Processing Fee $2.95 (Primoris charge) Recurring Credit Card $2.95 E-Check – Single payments or recurring No Charge Non-Owners - Not written DISCOUNTS Homeowner Multi-Car Safe Driver Prior

5% 20% 15% 20%

Maximum policy discount is 40%. Prior Insurance qualification is named insured provides at least proof of six-month’s of continuous coverage with no more than a 30-day lapse in coverage. PROHIBITED VEHICLES • Any vehicle with a ISO symbol greater than 22 for Model Years 1991 to 2010 or 49 for 2011 and newer for OTC/Collision • Any vehicle with an ACV of $45,000 or more; • Any vehicle with a salvage title for OTC/Collision; • Any vehicle older than 40 years; • OTC and collision coverage on vehicles over 20 years old; NO LOSS PROCEDURES Agents have the ability to accept a no loss up to 10 days from the cancellation date. Only a company generated no loss will be accepted. A company generated no-loss is provided in the memo section of the policy. REWRITE PROCEDURES Policies that have cancelled for nonpayment may be eligible to be rewritten. A new policy number is assigned with the rules and rates that are in effect at time of the rewrite. The policy will be issued with the same drivers, vehicles and coverage’s as the prior policy. The rewrite option is located in the status tab of the policy.

CONTACT INFORMATION MAILING ADDRESS P O Box 143249 Irving, Texas 75014 CUSTOMER SERVICE Monday – Friday 8:00am – 6:00pm CST Saturday 10:00am – 2:00pm Phone - (866) 424-9511 Fax - (866) 424-9510 PAYMENT SERVICES Automated Inquiry – (877) 634-8533 (24 x 7) CC & E-Check Payments – (877) 634-8533 (24 x 7) Online – www.Policy-Service.com CLAIMS SERVICE Monday – Friday 8:00am – 6:00pm CST Phone - (877) 754-9534 Fax - (877) 754-9537 MARKETING Supplies: Marketing@Aggressiveusa.com Phone (866) 424-9511 Fax (866) 424-9510 HELPFUL CONTACT INFORMATION Texas Department of Public Safety Attn: Safety Responsibility Bureau P O Box 15999 Austin TX 78761 TDI - http://www.tdi.state.tx.us/

TDI 800-252-3439 ITC 800-383-3482 QQ 800-940-6600

VALUE ADDED SERVICES Cash Payment Location ® www.IsoPay.com (location search)

10,000 Locations Nationwide Including IPP & Ace Cash Express $8.00 Per Month Per Policy Add to Liability & Physical Damage Policies Nation Safe Driver CS – (855) 548-5630 Towing Dispatch – (800) 745-5791 • Towing up to 15 Miles • Run out of gas • Lost or Keys locked car • Flat Tire • Dead Battery

More Agency Tips ‘n Tools at www.Aggressive.Rocks

DIFFERENCE Continued from page 1 Using this analogy, have you identified the New Business and Retention (commissions and customers) GOALS of the agency for the year? Suggesting that it is impossible to tell how many new clients you will write or how many will leave you and that your goal is to write “as much new commission and as many new customers as you can” is a ‘cop out.’ We know that you would never consider stopping writing new business simply because you reach your target. That certainly doesn’t imply that you shouldn’t HAVE a target, does it? A target, whether the goal of your vacation ‘road trip’ or the goal for new business and retention in your agency, defines your expectation and the position that would define “success” for you. In your vacation, the target is your destination. In your agency, the target is the level of combined New Business generation and Retention that would allow you the compensation and profit needed to support your personal needs and your business needs. One troubling situation we encounter with agents all over the country is their reluctance to Plan and monitor the plan because they work as hard as they can and they don’t want to find out that they are not achieving their goals for as long as possible. Not achieving goals depresses the agency owners. But they inherently know that they are not ‘making the numbers.’ The owners choose to blindly ‘accelerate’ and continue the trip rather than analyzing what is happening and making adjustments to increase the chances that they reach their goals for the year. No, it is NOT ‘comfortable’ to review the numbers and find them wanting. But if you don’t analyze your results vs. your expectations and goals on a regular basis during your ‘road trip’ you will a) eventually run out of gas at the least opportune moment, and b) never reach your goal in the time allotted for the trip. What do you need to do to avoid “empty” in your agency ‘road trip’ this year? 1. SET A PLAN WITH OBJECTIVES FOR THE CRITICAL ITEMS OF NEW BUSINESS COMMISSION AND CLIENTS AND RETENTION OF COMMISSION AND CLIENTS. This is similar to setting your destination in the ‘road trip’ each year. The components of the Agency Plan is the combination of NB and Retention just as the components of the road trip is following the map’s guidance and making sure you have enough fuel in yourself and in your vehicle to reach your goals.

Every road trip is marked by way-points and expectation of average speed and time you will travel daily. In your agency, simply telling your staff to work harder is insufficient to assure that they reach the waypoints that define interim success on your annual journey. Action Plans define the “How To” of generating NB and retaining clients. 3. BENCHMARK YOUR RESULTS ON A MONTHLY BASIS AND MONITOR THOSE RESULTS AGAINST THE PLAN TO SEE IF YOU ARE ACHIEVING EACH ACTION PLAN AND REACHING THE BENCHMARK POINTS ON YOUR ANNUAL ‘ROAD TRIP’ If you don’t look at how far you’ve gone until you either reach your destination or run out of gas you will likely not have a wonderful trip. Similarly, if you don’t look at the progress of your NB plan and your Retention plan until the end of the year, you give yourself no opportunity to make adjustments and you never know whether to pat yourself and your staff on the backs for a job well done or understand that you are not achieving your expectations. All you know on a day-by-day basis is that you are coming to work, answering the phone and doing what the customers expect of you. In other words, you are the agency’s “driver” but not its manager. 4. MAKE QUARTERLY ADJUSTMENTS TO YOUR ACTION PLANS AND TO YOUR GOALS TO ASSURE YOURSELF THAT YOU GIVE YOURSELF THE BEST CHANCE OF REACHING YOUR DESIRED ‘DESTINATION’ OR, IF YOU CAN PREDICT THAT YOU WON’T REACH THE DESIRED GOAL, AT LEAST CHANGE THE OBJECTIVE TO ONE THAT WILL BE ACHIEVED THROUGH YOUR CONTINUED EFFORTS BY THE END OF THE YEAR. If your goal is to get from New York to San Francisco but your progress monitoring indicates that you will only reach Kansas City by the end of the year, what good is leaving the goal at San Francisco? Either make the minor adjustment of increasing your speed (changing the Action Plans) to reach the desired goal or, if you have no other ideas for moving your agency faster, change your goal to Kansas City and identify what you will be able to do (with the revenue that you will eventually generate in total) once you get there. Will you be able to make a profit? Will you be able to pay yourself what you had planned? Will you need to ‘lighten the load’ or will you have to live on less income? The implication of asking and answering these questions defines whether you are just the driver or are managing your agency as well as motivating it forward.

2. CREATE ACTION PLANS THAT YOUR EXPERIENCE TELLS YOU WOULD LIKELY ACHIEVE THE DESIRED RESULTS FOR NEW BUSINESS AND RETENTION. Aggressive Rocks! Page 4 of 17

Source: www.AgencyConsulting.com

March 2015

More Agency Tips ‘n Tools at www.Aggressive.Rocks One Agent’s Experiment An agency on Long Island has been actively creating a Facebook presence. Their agency page has about 5,800 likes. Yet, they were seeing fewer engagements and fewer people were actually seeing their status updates.

http://techtips.steveanderson.com

They decided to try something new and began experimenting with paying Facebook to “boost” their updates. The results? “Last night I posted on my local news page about the death of Leslie Gore, 60's chanteuse. My page has 5,800 or so fans. But I noticed that it was not getting a lot of activity.

Using Facebook's Ads to Generate Leads In one of last month’s TechTips I wrote about why I think every agency should consider adding Facebook advertising to their marketing mix. As is often the case with Facebook, some things have changed. The Facebook team is putting a lot of time and energy into developing and enhancing their advertising platform. It is their main source of revenue. Multi-Product Ads Facebook has added a new type of ad: the multiproduct ad. This new ad format allows you to display from three to five specific products or images within a single ad. Each product or image has its own description and a link that takes people to your landing page.

"So I randomly chose to 'boost' it for $20.So far, it has reached 15,160 people, gotten 210 likes and has 76 shares. With still $5.42 left on my $20. So this is one area where I might use it. Of course, it will be better once I have the post on that page which allows them to request a quote.” For those of you who would like more information on why your agency needs to add Facebook advertising to your marketing mix and how the platform actually works, I have created a three-video series explaining the details. There is no cost or obligation. I hope you will sign up. And be sure to let me know what you think. Click here for instant access to the free Facebook Advertising video series.

It is currently only available within the news feed for both mobile and desktop. Mobile users can swipe to get more information about a specific product, while desktop users can move between images by clicking on the left or right arrows. This might be useful if you are promoting multiple types of insurance products that are commonly combined – auto plus home with additional discounts. Facebook Ads Keyword Search Tool As I mentioned several times, there are a large number of ways to target a specific audience. An interesting tool I discovered allows you to do a meta search of the various search term options using a specific targeted term(s). There is currently no cost for using this tool. I highly recommend taking a few minutes to view the how-to video to make sure you understand how to best maximize the information the tool provides.

Download Booklet at www.Aggressive.Rocks Aggressive Rocks!

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March 2015

PROGRAMS Tejas Seguros Elite (TSE) Standard Policy Tejas Seguros (TEJ) Limited Policy (All Programs offer 1, 3 & 6 month terms) BENEFITS • Texas ID Accepted

Insured Web

Customers have access 24/7 to their insurance policy information. https://tejasinsured.com • • • •

Print Dec & ID Cards Make Payments Report Claims Policy Detail

• • • •

• Undocumented Foreign Drivers • Matricula/International License • Out of state drivers license accepted (No Surcharge) • Medical Statement required for operators 79+ • Up to 40 years for liability • Up to 20 years for Comp/Coll • Salvage Title accepted with Liability only • One Ton's (No more than 4 wheels) TEJAS SEGUROS PROGRAM DISCLOSURES WARNING: A NAMED DRIVER POLICY DOES NOT PROVIDE COVERAGE FOR INDIVIDUALS RESIDING IN THE INSUREDS HOUSEHOLD THAT ARE NOT NAMED ON THE POLICY • TEJ policy does not provide liability coverage: o For damage to rental vehicles o To any family member or household resident who is not listed on the declaration page; • TEJ policy does not provide physical damage coverage: o For any gross vehicle weight in excess of 10,000 lbs; o For a covered vehicle not in the care of an authorized driver. • TEJ does not provide out of state coverage for first party coverages • TEJ policy does not provide coverage for delivery of goods.

SCAN TO SMARTPHONE ACCESS TO MAKE PMT & ID CARD

Live Chat Go Paperless Upload Documents 24 hour Access Celestite Policy Scan

Photo Upload Made Easy Upload photos in 1 simple step Celestite Policy Scan is available for both Iphone and Android devices. Text Alerts / Email Alerts

PAYMENT PLANS Pay # of 1st Due Plan Inst Date 15% 5 15 days 16.67% 5 20 days 20% 5 25 days 24% 4 30 days

1st Cancel Date 26 days 31 days 33 days 41 days

FEES 1 Month Policy Fee $12.85 SR-22 $10 Late Fee N/A Return Check $25 Installment Fee N/A

3 Month $36 $12 N/A $25 N/A

Future Due Date 30 days 30 days 30 days 30 days 6 Month $72 $25 $10 $25 Rule 14

2.5% 20% 15% 20%

CONTACT INFORMATION MAILING ADDRESS P O Box 143249 Irving, Texas 75014 CUSTOMER SERVICE Monday – Friday 8:00am – 6:00pm CST Saturday 10:00am – 2:00pm Phone - (877) 754-9530 Fax - (866) 424-9510 PAYMENT SERVICES Automated Inquiry – (877) 634-8533 (24 x 7) CC & E-Check Payments – (877) 634-8533 (24 x 7) Online – www.Policy-Service.com CLAIMS SERVICE Monday – Friday 8:00am – 6:00pm CST Phone - (877) 754-9534 Fax - (877) 754-9537 MARKETING Supplies: Marketing@TejasSeguros.com Phone (866) 424-9511 Fax (866) 424-9510 HELPFUL CONTACT INFORMATION Texas Department of Public Safety Attn: Safety Responsibility Bureau P O Box 15999 Austin TX 78761 TDI - http://www.tdi.state.tx.us/

TDI 800-252-3439 ITC 800-383-3482 QQ 800-940-6600

VALUE ADDED SERVICES Cash Payment Location ® www.IsoPay.com (location search)

More Agency Tips ‘n Tools at www.Aggressive.Rocks

Benefits of Representing Aggressive Aggressive is committed to the Independent Agent. Well over a thousand agencies appreciate our loyalty and dedication to serving them. We hope you will join us. We strive to provide leading edge technology tools to improve the management of our business and yours. We use the most advanced techniques available so we can deliver accurate service. Here are some of the benefits Aggressive offers to you and your customers:

Texas Senate Confirms David Mattax as Commissioner of Insurance AUSTIN – Texas Insurance Commissioner David Mattax, who was appointed to the job by Governor Greg Abbott on January 21, 2015, was confirmed by the Texas Senate on February 24, 2015 during the th 84 Texas Legislature.

Commissions Paid Twice Monthly

The Senate voted unanimously to approve Mattax following a nominations hearing on February 19. Mattax oversees the Texas Department of Insurance, which regulates the insurance industry and provides information and assistance to insurance consumers.

Down-Payments accepted with Credit Card or E-Check Collect Agency Fees by Credit Card Monthly and Semi-Annual Automobile Programs

Texas Insurance Commissioner Announces $352.5 Million in Refunds to State Farm Policyholders AUSTIN – Texas Department of Insurance Commissioner David Mattax announced today the resolution of a more than decade long dispute with the state’s largest homeowners insurer, State Farm Lloyds.

Multiple payment options for customers Recurring EFT Nation Safe Driver – Increased commissions on Policy Premium

Commissioner Mattax said the agreement refunds premium overcharges made by State Farm Lloyds to certain homeowners insurance customers. “I am pleased to finally resolve this matter and begin returning money owed to State Farm Lloyds policyholders who were charged too much for their homeowners insurance between September 2003 and July 2008.”

Web enabled Point-of-Sale and Policy Administration System Real time Agency Reporting Real Time Endorsements

The agreement with State Farm Lloyds will refund approximately $352.5 million to policyholders who were overcharged during this period. Mattax noted that the resolution of the dispute began long before his term with initial filings made under Commissioner Jose Montemayor, an order issued by Commissioner Mike Geeslin, and negotiations coordinated by Commissioner Julia Rathgeber.

Point-of-sale Endorsement Issuance Competitive Rating Structure Fast and Friendly Customer Service Reliable In-Office Claim Service 100% Reinsured by an A++ A.M. Best Rated Company

Commissioner Mattax also thanked Public Insurance Counsel Deeia Beck for her assistance. For additional information about the terms of the State Farm Lloyds agreement, please visit the FAQ page at: http://www.tdi.texas.gov/consumer/documents/faq15s fsettle.pdf. Aggressive Rocks!

Producer meetings include Continuing Education Unit sessions. To request an appointment, please contact us at 866424-9511.

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March 2015

More Agency Tips â&#x20AC;&#x2DC;n Tools at www.Aggressive.Rocks

St. Patrickâ&#x20AC;&#x2122;s Day Crossword Solution on page 12 Across 1. The type of government Ireland has. 4. A multi-colored arc in the sky 7. The month of the year St. Patrick's Day occurs 10. Smooth, flattering talk; deceptive nonsense 11. Language of the ancient Irish people 12. An organized public procession on a festive occasion. 15. An herb having trifoliolate (three) leaves 16. A leprechaun might grant you three of these. 19. Any of several related languages of the Celts in Ireland and Scotland 21. A humorous verse; a county in Ireland 1

22. Stories that people believe to be true, even if they are not. 3 Down

2. An imaginary good-natured spirit, who was supposed to perform services around the house at night.

3. The primary religion of Ireland 6

5. The Emerald Isle

6. The capital and largest city of Ireland 7. The use of charms or spells to effect changes in nature

10 11 12

8. The Latin and poetic name for the island of Ireland

9. The chance happening of fortunate or unfortunate events 12. Name of the patron saint of Ireland 13. A small, mischievous creature considered to have magical powers

15 16 19

14. An old name for a fairy; an elf 16. A desire or longing for a specific thing

17. The patron _ _ _ _ _ of Ireland

18. An ancient race of people whose descendants occupy Ireland 20. Another name for Ireland

Aggressive Rocks!

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March 2015

More Agency Tips ‘n Tools at www.Aggressive.Rocks

How are you introducing your new staff to the concept of E&O? Recently during a recent visit with a high quality professional agency, I had the honor and pleasure of meeting with many of their newer employees to discuss the concept of E&O and the key initiatives that have been shown to definitely minimize the potential of an E&O claim. It was interesting that at the onset of the sessions, I asked the question how many had ever been to an E&O class before. To my surprise, less than 25% of the newer staff had ever been to an E&O class. By and large when E&O classes are held, typically by the various state agents associations, the attendees usually consist of more senior staff, many in a management position. While this is important, it has the potential to lose significant impact unless the attendees take that information back to all of the staff members. In some respects, even if the information is taken back to the staff, it is really not the same since some of the various “E&O horror stories” that help to make the various points are probably not going to be mentioned. It would appear that a very effective approach to introducing newer staff to the concept of E&O would be to include as part of either their orientation program or within the first 6 months on the job, a requirement to attend an E&O class that goes into the necessary depth on the various key components of an effective loss prevention program. If it has been a while since many of the agency staff have been to an E&O class, consider looking for an instructor that can come to your office for a day (to teach half of the staff in the morning and the remaining staff in the afternoon). While webinars are great and very effective, the benefit of the classes is that they usually have a much greater degree of questions and attendee interaction.

Aggressive Insurance E&O Express Quote & Binding For assistance in our E&O quote/bind process contact Affinity Insurance at 877-843-4553. If coverage cannot be placed through Aggressive, Affinity can place coverage with one of their many carriers. Office hours from 9am - 5pm Mon – Fri EST. Affinity Insurance - Brandi Baggett - Kristin Howland - Martha Klocke - Robert Hansen - Joan Mobley Underwriting Referrals For underwriting referrals and/or special acceptances please contact Bruce Jones at 972-827-3681 during office hours from 9am - 5pm Mon - Fri CST. Here's what we offer:

Sending at least your newer staff to an E&O class is an investment in your agency and should provide returns many times over.



Competitive prices

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We focus on the small to mid-sized personal lines agency

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Limits up to $ 1 million per claim/ $2 million aggregate

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Retroactive coverage available.

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One Month Down-payment with 11 equal monthly payments

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Automatic EFT from your operating account.

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No premium finance charges

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Minimum $1,000 deductible

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Automatic Renewals

More E&O Tips at http://www.agentseotips.com

Aggressive Rocks!

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March 2015

Go to www.EandOQuote.com for more information

More Agency Tips ‘n Tools at www.Aggressive.Rocks employee’s shoulders. It doesn’t matter if that employee is on the front line and supposed to have contact with the customer or the employee is behind the scenes and just happens to get a call, the customer is not only going to form an opinion of the company, but potentially the other employees of the company as well.

YOU HAVE MORE RESPONSIBILITY THAN THE JOB YOU WERE HIRED TO DO

A Third Responsibility While this might not be as applicable to every company, it’s still worth consideration. I’ve been fortunate to have attended a number of the Disney Institute programs. They have been practicing this concept since the first theme park was built, but with something extra. Walt Disney used to say that everyone had three jobs. You already know the first two. The third was to keep the park clean. In other words, just as it is everyone’s job to take care of the customer or guest, it is also everyone’s job to pick up any trash or clean up a mess they might spot. Or, at least arrange to have it done. The bottom line: Everyone must realize that they have more responsibility than just the job they were hired to do. Copyright ©MMXIV, Shep Hyken – www.Hyken.com

Shep Hyken, CSP, CPAE is a customer service expert, hall-of-fame speaker and New York Times and Wall Street Journal bestselling author. He works with organizations to build loyal relationships with their customers and employees. He is also the creator of The Customer Focus, a customer service training program that helps organizations develop a customer service culture and loyalty mindset. For more information contact (314) 692-2200 or www.Hyken.com Whether you realize it or not, everyone has at least two jobs or responsibilities at work. The first is to do the job that they were hired to do. The second is to take care of the customer. Simple concept, but let’s elaborate.

St. Patrick’s Day Crossword Solution 1

The Job They Were Hired to Do

This is pretty obvious. If you were hired to be a salesperson, you sell. If you were hired to be an executive assistant, you assist. You might be in the manufacturing plant or the IT department. When you are hired, you know the roll you play in your company.

6 9

Taking Care of the Customer When someone applies for a job in sales, customer service, or any other customer-facing job, they understand that their responsibility is to take care of the customer. But, what about the people who have little or no contact? They may be in the finance department or the warehouse. It is just as important for them to recognize their role in this important responsibility. They may happen to answer the phone, or a call may be accidentally routed to them. How they handle that customer interaction is important to maintaining consistency in the customer service and brand promise.

Aggressive Rocks!

M A

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M E

C A

O W

N A

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H R

R L

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G T

B E

Any time your customers interact with anyone from your company they form an impression. At that moment, the opinion that the customer has of your company may rest on that

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March 2015

AGGRESSIVE MOTORCYCLE INSURANCE

The Aggressive Motorcycle Insurance program is written on the American Reliable Insurance Company - an "A-rated" member of the Assurant Group.

We offer an annual term with monthly payment plans along with credit card, EFT, E-check and even cash payment options.

Here's what we cover: • • • •

Bikes valued up to $35,000 Cruiser Motorcycle Sport Motorcycle Harley Motorcycle

• Standard Motorcycle • Tour Motorcycle • High Performance Motorcycle • ATV & Scooters

Our discount packages include credits for: • • • •

Motorcycle safety training programs • Over 55 driver training Motorcycle association • Theft alarm Multi-unit policy • Claim free renewal Transfer insurance from another insurance carrier [restrictions apply)

Our coverage options include: • • • • • •

Bodily Injury Liability Guest Passenger Liability Uninsured Motorists Property Damage Collision Medical Payments Safety Clothing

• Property Damage Liability • Uninsured / Underinsured Motorists • PIP • Other Than Collision • Accessories and Add-On Equipment • Towing

Ineligible Units Please review our guidelines for a complete list • • • •

Motorcycles with more than two wheels Units used for racing Physical damage on units 20 years or older Units over $35,000

Ineligible Operators Please review our guidelines for a complete list • Operators who do not have a valid US license • Operators who do not have a valid International license

Accessories Accessory coverage starting at $3,000 Marketing · 866-424-9511

More Agency Tips â&#x20AC;&#x2DC;n Tools at www.Aggressive.Rocks

Annual Membership only $99.00 Aggressive Rocks!

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March 2015

More Agency Tips â&#x20AC;&#x2DC;n Tools at www.Aggressive.Rocks

Annual Membership only $99.00 Aggressive Rocks!

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March 2015