When you start growing and truly becoming a mega agency, there can be growing pains. And if you aren’t prepared for them, then they can seriously hurt you later on.
So before it becomes an issue, start planning for it now!
Maybe right now, you’re running a small agency and 100% focused on growth. You’re making sales. You have one staff person. You pretty much handle or are involved in everything.
Then you get bigger and start hiring. Now you have 3 staff people and are trying to delegate a little more of the customer service work.
You thought you’d have more time to devote to money generating activities, but instead you seem to be bogged down with managing your staff. It seems like for every issue you delegate, one comes back to you that you could do yourself faster than teaching someone else.
These are growing pains. And what you want to avoid!
So start preparing now. Think about how you do things in the agency and the steps that you take.
- What do you say when you leave a voicemail?
- What do you write in an email?
- Who do you call when there is a claim or billing issue?
- How do you follow up with a prospect or prepare a policy for a new client?
Write these things down now. This is the beginning of your agency process manual. If you start slowly putting them together now, it will be a much less daunting task later when you want to hire and train someone else.
Personally, I would write down a quick outline in a word doc and save it in a folder. Then just add or edit as you go along. Once it starts feeling more solid, you can print it into a hard copy or just make it available to everyone on the computer. (For some reason, I feel like actual paper will get referenced more, but I could be wrong!)
Plus with this process, people will learn how to do things the way YOU do them. They won’t be making it up as they go along. And when they are trained properly, then you can put more trust in their work so that you can focus on growing the agency and moving to the next level.