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55
Steps to Outrageous Service!
By
Greg Hatcher
$29.95 book; $39.95 cassette; Both $59.95.
Tiger Books and Audio
İMoney Magic, Inc.3/25/00
Saturday Daybreak KATV, Chn. 7
Mary Ann Campbell, CFP
Greg Hatcher
started his Health Insurance Agency on September 1,
1990 based on the premise of "Outrageous Service."
The Hatcher Agency’s mission was to deliver "Outrageous
Service" to customers, doing virtually everything
at the customer’s convenience versus the company’s
convenience.
In the Hatcher
Agency’s first year in business, it grew from one
employee to seven employees. Only three years later
his agency was named Arkansas’ Small Business of
the Year by Arkansas Business newspaper. Every year
since he started the agency Hatcher has been the top
producer of health insurance business in the state of
Arkansas. He is the only agent in Arkansas to be awarded
the prestigious Golden Eagle Award seven consecutive
years, which recognizes the top insurance producers
in the United States.
Here
are some of Greg’s successful concepts:
-
Outrageous
Work Hours: 24 hours a day; The Hatcher Agency opens
at 7:00 a.m. and closes at 6:00 p.m. M-F A live
person answers the phone 24/7, and all employees
are available by home phone, pager or car phone.
-
There
is no OFF switch on a Tiger! Walk in the door, turn
on the light, and get busy. Be disciplined because
champions have winning habits. Do the fundamentals.
The key is to know how to turn it on, how to turn
it off and to always give your very best effort
and go full throttle when it is time to work.
-
Our
Attitude is the Difference: All employees must have
a good attitude all the time. Attitude is a habit,
and it can’t be turned on and off. It must
be extended not only to customers, but also to vendors
and co-workers.
-
"Outrageous
Service" Means Saying No, Too: Being able to
say no to the customer requires that the sales representative
be educated about the products he or she sells.
If you refuse to sell a "wrong" product,
you must be able to suggest a "right"
one.
"Outrageous
Service" Tools:
-
$2
Bill for 1% Improvement incentive given to employees
weekly
-
5
Thank you notes per week from every employee to
customers
-
Donuts
in the morning, cookies in the afternoon to clients
at meetings
-
Personalized
holiday cards with employee’s picture and signature
-
Progress
notes on all clients
-
High
quality T-shirts with agency logo and slogan
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