Training Part I – Small Agencies in Small Towns

One of the concerns expressed to me in the comments to one of my previous blogs is how do I make sure new staff takes care of my customers the way I want them to? Most small agencies are owned by one individual who is also the producer. You know all of your customers and their needs. But comes the time when you must add staff if you want to grow.

Initially that be someone to answer phone, greet clients, open the mail, etc. A mistake I see here is a lot of people just assume that everyone knows how to do these things. Even if they do know how to functionally do these things, do they how how you want them done? This individual is the 1st person a prospect or client sees when they walk in the door or hears when they call in. So not getting this right might set a bad tone from the beginning.

Let’s consider that all important phone answering.

• The voice should have a smile in it, always!! You cannot let how you are feeling or your problems come through on that phone.
• Speaking must be very clear and distinct. You want the individual at the other end of the line to understand everything the 1st time.
• There should be a set greeting for answering the phone.

Example: Good Morning, ABC Insurance Agency. This is Pat, how may I help you?

• Consider what should be said when the call is for someone that is not in the office. Somehow it dosen’t sound very good to say “Sue is not here”. It is much better to say “Sue is at an appointment, may I leave a message for her or would you prefer her voice main?”
• Voice mail – Voice mail can be a very good tool. But it is often abused as a way to avoid talking to anyone for a period of time. Many people do not like to leave a message in this manner. I think it is very important that the individual answering the phone always offer to take a message as the 1st option. This has a way of putting the caller at ease.
• What is the process for putting someone on hold and how frequently will the receptionist check on this individual?
• How does the receptionist handle an irrate caller? I have learned that receptionists new to the workplace are totally unprepared for this situation.
• How do you want the receptionist to handle a destressed caller? It is an insurance agency and there will be those calls from an auto accident. These individuals may be crying, hyperventalating, unsure of what to do, all of these. The caller must be talking to a calm person that knows exactly what to say. This will be especially important if you are not in the office.
• If you have multiple phone lines coming in, how does the receptionist handle the person she is speaking to when the other line begins ringing? Then what does she say to the caller on the other line?
• Should the receptionist have a personal phone call at their desk? Just think what it will sound like to your waiting prospect or client if there is a bit of a “discussion” going on between the receptionist and their spouse or child.

And you thought it was as simple as finding what you think is the right person to sit at the front desk and just answer the phone. I have had many ocassions in my life to sit for awhile in a waiting area of many types of businesses. I have seen some of the most efficient people in the world handling 10 lines, a fax machine along with a multitude of people walking in for appointments. I have also seen total disasters with a person having only 2 lines to handle and no one there but me.

Next we will discuss meeting and greeting prospects and customers. Any specific help tips or questions on the receptionist position?