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How empowered staff can ship world-class customer support


The next article has been provided by PCF Insurance coverage.

The insurance coverage trade, like practically all service sectors, is fueled by relationships. We’re within the enterprise of serving others. It sounds cliché, however I credit score a lot of my success within the insurance coverage enterprise over the previous three-plus a long time to my steadfast perception in prioritizing folks.

Analysis demonstrates the optimistic results an empowering tradition can have on a company, together with its development potential and monetary outcomes. One of the best ways to foster such an surroundings is exclusive to every office.

Because the founder, chairman and CEO of PCF Insurance coverage Companies, I take private accountability for main our efforts to foster a collaborative, supportive tradition by championing and modeling servant management. “Propelled by Folks” is greater than our firm tagline. It epitomizes our entrepreneurial spirit, drive to innovate and relentless pursuit of development.



Greater than 50% of PCF Insurance coverage’s latest company companions in 2022 have been referrals from throughout the PCF companion community, which is a direct reflection of its people-first tradition.

Selling development by fostering autonomy

A core part of PCF Insurance coverage’s tradition is that company companions retain their autonomy, together with their legacy model and tradition. We make investments important time into attending to know the principals of potential company companions, studying about their present operations and future aspirations. After we invite a potential company to affix the PCF household, it’s as a result of we have now recognized them as a high-performing and collaborative enterprise with development potential.

The relationships company companions foster inside their local people drive their success and are crucial to continued development. At PCF Insurance coverage, our objective is to reinforce company companions’ capabilities by growing their bench energy and offering specialty choices to enrich and improve their present ebook of enterprise.

Our rising community of greater than 175 company companions working in over 275 places throughout the US are united by our shared sense of objective. We put money into the success of our company companions and group members by means of a shared providers mannequin designed to empower collaboration that advantages each PCF Insurance coverage and our companions. By leveraging our expansive community, company companions are in a position to leverage one another’s strengths and develop their ebook of enterprise.

Rising by means of referrals

Our management group prides ourselves on having a visual presence throughout our 40-state footprint. Fostering a collaborative tradition is an ongoing, lively course of. Choices are at all times made by means of the lens of the way it will influence our tradition and the collaboration of our groups.

We’ve carried out operational buildings – supported by means of know-how and different assets – that assist the group carry out higher, allow group members to be engaged and successfully serve their clients. However every little thing comes again to our capacity to assist company companions in rising their enterprise.

The best validation of our efforts is our fast development. We added six company companions in 2019, 36 in 2020, 89 in 2021 and are on tempo to welcome virtually 100 this 12 months. Of the additions so far in 2022, greater than 50% have been a direct results of referrals from throughout the PCF companion community. Each time we welcome a brand new companion to the PCF household, we usher in a brand new ebook of enterprise and improve alternatives for all company companions. As well as, by leveraging our shared providers mannequin, company companions throughout the community have been empowered to give attention to what they do finest – serve shoppers – which has resulted in a proliferation of natural development.

The truth that present company companions are serving to develop our community is a direct reflection of our people-first tradition. All of it goes again to relationships. It’s protected to imagine that no-one would suggest a good friend to affix an organization that had a poisonous tradition. It feels good to know that we proceed to foster an surroundings that conjures up referrals from our companion companies that match our mould and propel our enterprise ahead.



PCF Insurance coverage Companies units clear expectations, reinforces a customer-service mindset and encourages collaboration throughout its various and decentralized workforce.

Leveraging know-how to empower collaboration, drive tradition and assist scalability

With greater than 3,100 group members working inside and serving their native communities, know-how and digital platforms play a significant position in not solely the day-to-day operation of our enterprise, but in addition fostering collaboration between colleagues and the cultivation of our shared objective.

Our group is comprised of trade professionals well-versed in cutting-edge applied sciences, methodologies and techniques. Staff members are inspired to routinely search and supply assist to friends. The sharing of data about programs and options, which is enabled by means of know-how, is pivotal to all companion companies as they develop and broaden their capability.

In 2022, we’ve carried out 9 new programs and have three extra implementations deliberate for the rest of the 12 months. Making certain our digital platforms and processes are in place shall be key to persevering with our ongoing development and our capacity to scale efficiently. By investing in know-how and infrastructure upgrades, we’re sustaining PCF Insurance coverage’s collaborative, service-oriented tradition throughout our geographically various companion community.

On the enterprise stage, we set clear expectations, reinforce a customer-service mindset and encourage collaboration throughout our segmented workforce for the betterment of all. We foster transparency and shared studying by means of native and regional in-person occasions, digital engagement alternatives with friends and executives, and month-to-month enterprise updates to staff. Merely put, we maintain our commitments and are accountable to our company companions.

Skilled company companions routinely reveal what’s potential by maximizing our collective experience. Seeing our companions, who could have been former opponents, now group up for shared success is especially gratifying and infrequently serves as an “ah-ha” second that reverberates throughout the community. Finally, our companion community serves as our collaboration, information and development engine.

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