CSR incentive program is a sales-maker 

I am not sure where this idea originated.  But I share it with the caveat that you can modify it any way you wish to fit your agency marketing goals.  

Let’s call it the CSR “Oh, by the way” program.  It works well for agencies that have a lot of in-office traffic. The objective is to make sure that every customer who visits is advised about your complete line of insurance coverages (Option: Specific coverage or service such as life insurance or a free home replacement cost survey…you decide).  It includes a unique incentive for CSRs.  Here’s how this win-win program works.

Your “Oh, by the way” incentive program

 At a CSR team meeting, explain your program idea and specifics on how you see it working.  Encourage questions and suggestions.  You want a solid buy-in. Set start and end dates for the program and let everybody know that it may be renewed with their okay. 

The all-important sign at each CSR’s location  

 Post a sign that is tailored to your agency “Oh, by the way” program.  Here’s a sample: 

 Oh, by the way! 

If I forgot to tell you about our complete line of insurances, I owe you a crisp new $1.00 bill.  Be sure to remind me that I owe you the $1.00.

Give each CSR 50 new $1.00 bills 

Tell each CSR about your agency goal. For example, to let every customer know about all the services the agency offers AND to get expiration dates for auto, home and business insurance. 

If the CSR fails to tell the customer, they must give the customer $1.00.

If the CSR fails to tell the customer, but the customer does not mention that he or she is owed $1.00, the CSR owes the kitty $1.00 from the packet of singles (this is called the honor system). 

The Fun Part 

Let your CSRs know that at the end of the program period, they can keep whatever money remains in their packet of 50 $1.00 bills!  

Also, you may want to offer another incentive  Reward every CSR who has all 50 $1.00 bills left with a special prize (such as dinner for two at a local restaurant or ??????). Or, reward the CSR who has the MOST bills left. 

The Best Part 

As the result of talking up your services, sales will result. Account development will take place.  Maybe not the day the customer comes into the office, but later.  The whole idea is to plant the seed today and make a positive impression.  The business will fall in place. 

SPECIAL NOTE:  Some agents who want to make sure that customers receive information about ALL their product lines and services, produce a flier or agency brochure that lists them.  While telling customers about key account development services (home to auto, auto to home, personal lines and business services), the CSR hands out the flier or agency brochure.