1. Keeping Employees Engaged & Customers Cheerful In Turbulent Times Loretta Love Huff, M.B.A. Emerald Harvest Consulting www.EmeraldHarvest.com

2. www.EmeraldHarvest.com 602.454.7787 2 ENGAGED EMPLOYEES The right people, in the right jobs, doing the right things, right! Loretta Love Huff

3. www.EmeraldHarvest.com 602.454.7787 3 Engaged Employees – or Not  Less than ½ (46%) of employees are fully engaged  Almost 33% are not engaged at all! Performance Assessment Network 2004-05  Your employees may have up to 80% of the communications with your customers

4. www.EmeraldHarvest.com 602.454.7787 4 Engaged Employees A Great Place to Work® is one where you:  Trust the people you work for,  Have pride in what you do, and  Enjoy the people you work with Creating a Great Place to Work®: Lessons from the “100 Best” Great Place to Work Institute

5. www.EmeraldHarvest.com 602.454.7787 5 Engaged Employees  When employees are engaged: More communication Better problem definition Improved number & quality of decisions Increased likelihood of best option selected Higher buy-in and commitment

6. www.EmeraldHarvest.com 602.454.7787 6 Engaged Employees People don’t care how much you know until they know how much you care. John Maxwell

7. www.EmeraldHarvest.com 602.454.7787 7 Engaged Employees  Components of Job Satisfaction High quality leadership Career opportunities/healthcare Involvement in decisions Work-life balance Challenging, meaningful, complex work Wilson Group “Personal Preference Survey”

8. www.EmeraldHarvest.com 602.454.7787 8 Engaged Employees People are doing repetitive stuff – big people in little assignments grinding away at jobs too small for their souls. People don’t want to work for a company; they want to work for a cause that transcends the dullness of their everyday lives. Studs Terkel Working

9. www.EmeraldHarvest.com 602.454.7787 9 Engaged Employees A vision without a task is but a dream. A task without a vision is drudgery. A vision with a task is the hope of the world. Dinah Maria Mulock Craik (1826 – 1887)

10. www.EmeraldHarvest.com 602.454.7787 10 Engaged Employees  Benefits of vision Forms the basis of extraordinary effort Provides a context for strategic and tactical decisions Creates cohesion, teamwork and community Lays groundwork for an organization to move past dependence on a few key individuals Beyond Entrepreneurship Collier & Lazier

11. www.EmeraldHarvest.com 602.454.7787 11 Keeping Employees Engaged Actions  What’s your “cause”?  How can you demonstrate how much you care?  What responsibilities can you delegate?  Assess your employees. How can you help them grow?  What problems can they help you solve?  How can you get them involved in decision making & engaged in the outcome?

12. www.EmeraldHarvest.com 602.454.7787 12 INDUSTRY TRENDS  The insurance community faces: unrelenting pressures on costs increasing service expectations from customers demands for more sophisticated products and services new requirements for distributors and insurers the introduction of new technologies and systems.

13. www.EmeraldHarvest.com 602.454.7787 13 CHEERFUL CUSTOMERS The quality of our work depends on the quality of our people. Unknown The longer you wait, the harder it is to produce outstanding customer service. William H. Davidow

14. www.EmeraldHarvest.com 602.454.7787 14 Cheerful Customers It’s more important than ever that companies get their customer relationships right, because with the Internet, breaking up is easier to do. Woodruff ‘Woody’ Driggs Accenture Being on par in terms of price and quality only gets you into the game. Service wins the game. Tony Alessandra

15. www.EmeraldHarvest.com 602.454.7787 15 Cheerful Customers – or Not  Reasons people change providers Lower prices – 80% Better service – 58% Better products – 48%

16. www.EmeraldHarvest.com 602.454.7787 16 Cheerful Customers – or Not  Six in ten customers defect because of poor service, not quality  It costs four to 10 times as much to capture a new customer as it does to provide good service to an existing one. The Gartner Group

17. www.EmeraldHarvest.com 602.454.7787 17 Cheerful Customers  Insurance biz = a relationship biz  Customers buy products from a company but form relationships with its people  How do you develop and execute an effective relationship strategy in a non-relationship world?

18. www.EmeraldHarvest.com 602.454.7787 18 Cheerful Customers  Building loyalty with after-sale care & support Communicate with your clients throughout the year – every other month at least  Newsletters & tips  Birthdays  Holidays  Relevant news items

19. www.EmeraldHarvest.com 602.454.7787 19 Cheerful Customers  Building profitability – extending the relationship Identify customer profitability levels 1.List clients you know by name a.Sort & rank them by product lines b.Identify products they’re missing 2.Clients who have more than one product a.Sort & rank them by product lines b.Identify products they’re missing 3.Clients with only one product a.Identify products they’re missing

20. www.EmeraldHarvest.com 602.454.7787 20 Cheerful Customers  Building profitability – extending the relationship (con’t.) Create marketing plan for each client 1.Identify products you want to market 2.Match products to clients 3.Call & schedule annual review (preferably F2F)

21. www.EmeraldHarvest.com 602.454.7787 21 Cheerful Customers Actions  How do you hire the right people?  How can you let your customers know how much you care?  How can you build loyalty through: Meaningful communication Assessment of customer situations/needs Matching products to needs?

22. www.EmeraldHarvest.com 602.454.7787 22 Loretta Love Huff The Dream Leader™ …is President of Emerald Harvest Consulting (www.EmeraldHarvest.com), leveragingwww.EmeraldHarvest.com 30 years in human resources, IT and banking. As an award-winning executive/business coach and performance improvement consultant, Loretta helps leaders optimize performance and accomplish goals. She teaches for the graduate divisions of the University of Phoenix and Ottawa University and conducts workshops on leadership, performance management, career development and conflict resolution. She is the author of 6 Keys for Dissolving Disputes: When ‘Off with their Heads!’ Won’t Work (www.DissolvingDisputes.com), certified by the International Coach Federation, and a regular guest on Fox10 Morning News-Phoenix. Loretta holds a B.S. in Psychology from Howard and an M.B.A in Finance from the University of Chicago.www.DissolvingDisputes.com Get your FREE, customized leadership assessment at www.TransformAndDeliver.com www.TransformAndDeliver.com