How to Ensure You Never Lose the Quality Work of an Outstanding Team Member

Having great people on your team makes growing your agency easy, but what happens when you lose them? What many agency owners don’t realize, if you have the proper documentation of processes and procedures, you’re never at risk of losing the quality results those great team members produce. In fact, you can easily replace them when needed without taking a hit in productivity or profits.

Here are six steps to begin documenting your processes and procedures:

  • List out every single area, department, team member, or task that needs to be documented. Take a step back and look at the big picture of your agency and what departments, roles, tasks, and procedures need to be documented. This may include sales, follow-up, retention, marketing and advertising, branding, billing, bookkeeping, website maintenance, claims, customer service, and anything else important to the day-to-day operations of your agency.
  • Map out the entire process. Sit down with your team and map out the key points, steps, and procedures for each important process within your agency. Having a drawn out map helps ensure you adequately capture more than just the steps, but how each team member or department interacts and depends on one another to complete the tasks.
  • Note why this process is so vital. Everything you do within your agency is important because it’s part of running your business, selling more policies, and ensuring top notch customer service and retention. You want to start each document off stating why this particular process or procedure is so important and how it plays into the big picture. Including this will help keep current and new team members aware of their role and how they directly influence the bottom line of the company, the happiness of your clients, and the growth of the agency. It gives them ownership which makes them more committed.
  • Clearly identify who’s involved in the process. Make a list of every role, team member, and department that’s needed to complete this process. More importantly, what approvals are needed and when, at what point they need to be involved or informed, and how to best communicate with them so that everything is streamlined and efficient.
  • Document the process in as much detail as possible. Don’t assume any part of the process should be clear just because it’s second nature to you or your team right now. As you grow and expand, or downsize and lose people, you’re going to be dealing with brand new team members who aren’t familiar with your particular processes. Walk through the process step by step, write down everything that’s done, take screen grabs and photos, and include every single detail and why it’s necessary. The more detail you provide, the easier it will be for someone new to jump into the flow seamlessly.
  • Update your processes as needed. Whether you uncover an issue in the flow or things evolve with your software or procedures, make it a priority to update your process as soon as possible. It’s easy to let this slip by the wayside and before you know it you could be faced with losing a team member and left with out of date processes and procedures. Having regularly updated, detailed processes means you don’t have to worry about losing great players because you’ve documented exactly what they do and how they do it for the next person.

A great saying I love is, “people don’t fail, systems do.” Having your processes and procedures documented allows you to take a look at how you can continually improve as a team and agency. I encourage you to schedule a meeting with your team right now so you can safeguard your success and growth as quickly as possible.

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