Jared Seyl, Farmers Insurance district manager for Denver, has always been curious about the way high-performing teams and companies maintain their performance for a long time. One of the things that he has learned during his years of experience in the insurance industry is that change does not happen overnight. Excellence is not something that is achieved only once; it is the product of repeated success. Jared attributes this success to a culture that encourages and rewards high performance. Below, he describes some of the things he has observed in high-performing teams.
1. Customer Feedback. As a service-oriented company, Jared Seyl says Farmers Insurance has to listen to what the customer wants and to develop new products and services that fill those needs. He frequently asks his employees and agents, “Does the customer like what we give them? If so, what makes it work? If not, what can we do to improve our service?” Customers will not hesitate to take their business elsewhere if they feel they are not being served well but will remain loyal to the company if they feel that all their needs are being taken care of.
2. Sense of Purpose. Many insurance agents make the mistake of treating insurance as just another financial product or investment. However, for Jared Seyl, Farmers Insurance is not just about investment; it is a company that looks out for its clients, keeps them out of trouble, and gives them legs to stand on if they do encounter life-changing situations. Jared is passionate about explaining this aspect of the insurance agency to his employees, saying that if an employee knows that what he does makes a difference in someone’s life, he will be more motivated to work harder and smarter.
A high-performance culture is something that takes time to develop. The earlier you start building a culture of excellence, the sooner you’ll reap the benefits.
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