How We Work | Think Differenly

When we took a long look at how insurance agencies handle customer experience and our own internal staff we realized that the typical insurance agency is handling things as if they existed in the 1950s. Lack of specialized training, technology that was outdated and internal controls that did not provide value for the clients.

We changed everything on day 1! 

Customer Experience 

The life blood of any insurance agency is its clients. Every client has a unique set of needs that must be met in a timely manner in order for them to succeed in their business. The first step was never to have any telephone prompts. When you call your agency you do not want to press #1 then be put on hold. 

At Barbee Jackson Insurance you will talk to a real person within 2 rings. Real people want to talk to real people…not A.I.

Second was Agent and CSR specialized training that involved creating departments that handle specific classes of business. The classes of business Barbee Jackson Insurance writes are niche and produce challenges that ordinary insurance agencies can't handle. This means we are constantly training our staff to meet our clients needs.

And lastly…every one of our clients is assigned an Agent and a CSR. This means in most cases if one is busy the other one can help. Our goal is 100% client satisfaction.

Employee Life

The second challenge was how to employ and retain the best Agents and CSR. In today’s era employees want some balance between work and life. To do that we went to half day Fridays. Our team members get off work at noon on Fridays and return on Monday fully recharged and ready to help clients with their insurance needs.  

To help with training the company instituted Lunch-and-Learn, where the employees are rewarded with free lunches when they are training. This helps with their own pocketbook and gets more training than any other insurance Agent or CSR.

The last thing we instituted was an annual trip for our employees and their spouses. This is a long weekend to reward our staff for their hard work.

All of these changes to the staff policy have decreased employee turnover, which leads to better client experience.