BUILDING AN AGENCY OPERATIONS STRATEGY
A CONVERSATION ON WITH FLURY-HINDERKS AGENCY PRESIDENT BILL ROWLEN
We all know the phrase ... " We ' ve always done it that way ." And sometimes , the way we ' ve always done it works . But , what if it stops working ? How can you make sure you ' re developing an agency operations strategy that is continually growing with your agency ?
We talked with Bill Rowlen , the president of Flury- Hinderks Insurance Agency in Overland Park , about how they have tried to develop a " living " strategy for the agency that scales with them .
HOW DID YOUR AGENCY DEVELOP THEIR CURRENT MANAGEMENT AND OPERATIONS STRATEGY ?
Much like other smaller insurance agencies that have transitioned to new management or ownership structures , we focused on adopting strategies that were scalable , included a culture of accountability and were more technology-centric .
In year ’ s past , our agency ' s strategy relied on a group of very experienced employees working together in the same physical office to cohesively create a great customer experience . In successive years , we have attempted to layer in changes so that operationally we are very different , but the end goal is still a great – or perhaps an even greater – experience for the customer .
In contrast , our agency staff today primarily works from home offices , relying on technology to automatically route calls and text messages to the right resources and manage their workloads from an AMS dashboard .
4 KANSAS INSURANCE AGENT & BROKER