Category: <span>Business Building</span>
17 Terrific Tips to Create Office Fun
17 Terrific Tips to Create Office Fun
Promote camaraderie, better communication, and a generous spirit by adding amusing activities, mental challenges, and charitable acts to your office routine. Here are 17 ideas to get things going in your office.
- Name that tune, singer, movie, or commercial. Pick a random time to play part of a song for the whole office for people to identify either the song name, who sings it, or what movie or commercial it comes from. First to respond by e-mail gets a prize.
- Crossword or jigsaw puzzles. Hang a giant crossword puzzle in the breakroom or set up a table with a challenging jigsaw puzzle for people to work on during breaks.
- Ping Pong ball toss. Line up some buckets at a challenging distance. Have teams or individuals try their skill at throwing ping pong balls in the buckets. Winners get prizes.
- Win a day off. Sell raffle tickets to win a free vacation day. This is usually a big fund raiser!
- Competitions for departments or individuals. Holiday decorating, zany hat, or ugly sweater. Employees vote and prizes are awarded.
- Character contest. Department teams compete for the best ensemble character costumes. Star Trek, Star Wars, The Flintstones, Beverly Hillbillies, Disney princesses – you get the idea.
- Diversity Day. People bring in traditional foods for a luncheon. Ask folks to talk about their culture and traditions.
- Bake-off. Contestants bring in baked goods and employees pay a nominal fee to taste the goodies. Create different categories for cakes, cheesecakes, pies, and cookies. Employees vote for the best in each category and prizes are awarded.
- Hidden story or fact. Insert a weird story or fact in the text of an all-office e-mail. First person (or more depending on office size) to find it wins a prize.
- Pancake breakfast. Owners and managers cook breakfast for everyone.
- Hoops contest. In a safe place, hang a nerf ball basketball hoop. Schedule a time for a shooting contest. Prizes awarded.
- Silent auction. Request donated items to be auctioned. Employee-made arts and crafts, gift baskets, certificates donated by local businesses, and car washing by a coworker are some auction item ideas. Place the items in an area where they can be viewed, usually two or three days. Suggested minimum bids should be set by the silent auction coordinator and posted on the bidding sheets. At the end of the auction time, the winners are announced, money is collected, and donated to a charity.
- Easter egg hunt. Fill hollow plastic eggs with kooky prizes or money. Hide them all over the office. Set a start and finish time for employees to find the eggs.
- Scavenger hunt. Teams are given lists of items to gather during a specified time period. First team who has collected all the items wins a prize.
- Kooky course. Teams are given a list of weird stuff to do and asked to take pictures or videos as proof. Cackle like a chicken in front of a specified public place, anyone? Good outdoor activity.
- Talent contest. Set up categories such as singing, musical instruments, Origami art creation, or dancing. Audience votes for winners.
- Penny war. Raise money by having the most positive number of pennies in a department penny-war box by the end of the day. Here are the rules. Cover small cardboard boxes and cut a coin slot in the top. Each department sets out their money box in the morning. Employees put pennies in their own department box. Employees from other departments drop silver coins into others’ department boxes. The silver cancels out the pennies. For example, a dime cancels out 10 pennies and a quarter cancels twenty-five pennies. If your box has a quarter and twenty-five pennies, your box total is zero. The department with the most positive pennies wins. All money collected from the boxes goes to the department’s charity of choice.
Emily Huling, CIC, CMC, CSP helps the insurance industry create top-performing sales, service, and leadership organizations. She can be contacted at emily@sellingstrategies.com.
Emily is the author of Great Service Sells, Selling from the Inside, and Service Selling Supercharge. For information on learning materials and consulting services and to subscribe to her free monthly newsletter, visit www.sellingstrategies.com.
Start an Office Book Club
Start an Office Book Club
Here’s how to start a book club in your office.
- Choose an easy-to-read business book and discuss assigned chapters at each meeting. Book recommendations below.
- Keep participant group size between 6-8. If a second book club is needed, create a good mix of experience and job positions. Don’t forget remote workers! They can dial in or use Skype. If there are two meetings scheduled, participants can attend the other meeting if their assigned meeting time has a conflict.
- Meetings should last about an hour. Meeting over a lunch hour works well. Some groups meet weekly, some bi-weekly. Choose whatever frequency enables more people to attend.
- Each participant leads a meeting on a rotating basis. Designate a leader to lead the first meeting. Have people sign up for specific dates to be the leader.
- As a group, decide how many chapters should be read for the next meeting.
- Discussion questions. Keep them simple. What did you take away from this week’s chapter(s)? What have you applied from ideas in the book? What was the result?
Book recommendations:
For managers
- It’s Your Ship by Captain D. Michael Abrashoff. This is a great book to start with.
- The Happiness Advantage by Shawn Achor
- The Power of Habit by Charles Duhigg
- The Culture Secret by Dr. David Vik
- The New One Minute Manager by Ken Blanchard, Ph.D and Spencer Johnson, MD
For all associates
- Fish! by Stephen Lundin and Harry Paul
- HeroZ by William Byham, Ph.D. and Jeff Cox
- Ubuntu! by Stephen Lundin and Bob Nelson
- Raving Fans by Ken Blanchard and Sheldon Bowles
- Selling from the Inside and Great Service Sells by Emily Huling
17 Terrific Telephone Tips
by Emily Huling, CIC, CMC
The telephone remains the most effective communication means following face-to-face conversation. Through voice, we sense attitude, emotion, and interest. Here are some tips to help teach or remind us how to make the most of this tried and true communication tool.
- Never e-mail negative news. Pick up the phone and call.
- Utilize a frequently asked questions (FAQs) and answers document to assure accuracy and consistency in responding to routine inquiries.
- Respect customers’ time by preparing for outgoing calls. Create a list of questions or issues to discuss. Anticipate their questions or objections to be ready to respond knowledgeably and quickly.
- Use “I” instead of “you” when requesting information. “I need this information” sounds better than “You need to give me this information.”
- Take ownership of the call. Customers do not like to be transferred. If you do need to transfer a call, introduce the caller to your colleague. Do not place callers in voice mail without their knowledge.
- Use phone conversations to build and personalize relationships. Inquire about the weather, family, vacations, or hobbies. Look to find common interests.
- Be warm and cheerful in energy, words, and tone. “I’m so glad you called!” “We really appreciate your business.
- Pick up the line quickly. The phone should ring no more than three times. If you are going to be away from your desk, program the phone to roll into voice mail or to an associate’s line.
- Don’t sound like a recorded message. I called a person recently who answered the phone and identified herself. I hesitated a minute and said, “Oh, you’re alive!” She laughed and said many people mistakenly think she’s her voice mail message. That’s not a good thing! Answer the phone with enthusiasm.
- Identify yourself confidently. If you’ve ever been greeted by someone who sounded as if they weren’t quite sure who they were, you know what I mean. Using first and last name is the most professional way to distinguish yourself.
- Eliminate distractions immediately. Don’t try to finish something on the computer or read a report while you’re on the telephone. Half listening is rude and can create misunderstandings and extra work.
- Outgoing voice mail messages need to be current. Callers want to hear an upbeat, informative, and brief message that expresses accountability. “This is Emily Huling. Today is __________. I’m in the office and will return your call shortly.” “This is Emily Huling. Today is ________. I’m away from the office and will (will not) be checking messages. I’ll return your call ________.” For immediate assistance, dial _______ to reach _________.” (Include coverage disclaimer as appropriate.)
- Personalize the call. “What can I do to help you, Sally?” Calling people by name shows you are listening and makes them feel important.
- Listen well. Take notes, repeat back what you’ve heard, ask questions, and summarize the conversation. Avoid confusion and errors with good listening skills.
- Never leave the phone off the hook. You have no control over what your caller may hear. Always put a call on hold when you need to step away.
- Let the caller end the conversation. A simple, “Is there anything else I can help you with?” allows the caller to close the call. Doing that prevents the caller from feeling dismissed.
- Thank them for their business. People who do business with you want to know you appreciate their patronage. Tell them.
Emily Huling, CIC, CMC helps the insurance industry create top-performing sales, service, and leadership organizations. She is the author of Selling from the Inside, Great Service Sells, and Kick Your “But.” Visit www.sellingstrategies.com to learn how Emily’s programs and materials can benefit your organization.
Emily Huling Selling Strategies, Inc.
P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802
Mobile: 704-516-5114
www.sellingstrategies.com
Coverage of the Month- Personal Lines
Following are samples of Coverage of the Month for Personal Lines CSRs to offer all clients he or she speaks with during that month. Even if the basic coverage form is not written by the agency (Homeowners or Auto), be sure the coverage of the month is mentioned using the “buy the way” technique, which will open the conversation about writing that line of business.
- January- Scheduled Items Floaters
- February- Flood and Earthquake
- March- Home-Based Business
- April- Umbrella
- May- Recreational Vehicles
- June- Sewer and Water Backup
- July- Vacation homes, vacant land, rental properties
- August- Computers
- September- Automobile; added or customized equipment
- October- Security devices; credits available
- November- Domestic workers
- December- Umbrella
Emily Huling Selling Strategies, Inc. P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Fax: 888-309-7355 www.sellingstrategies.com
Coverage of the Month- Commercial Lines
Following are samples of Coverage of the Month for Commercial Lines CSRs to offer all clients he or she speaks with during that month. Even if a basic coverage form is not written by the agency (WC, Package, Auto), be sure the coverage of the month is mentioned using the “buy the way” technique, which will open the conversation about writing that line of business.
- January- Business interruption
- February- Flood and Earthquake
- March- Boilers and other machinery
- April- Umbrella
- May- Leased equipment
- June- Employment Practices Liability
- July- Intangible property such as trademarks
- August- Computers and other high-tech equipment
- September- Improvements to the premises
- October- Inventory increases
- November- Employee Benefits
- December- D&O, E&O, professional liability
Emily Huling Selling Strategies, Inc. P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Fax: 888-309-7355 www.sellingstrategies.com
Coverage of the Month – Life and Health
Life and Health
Following are samples of Coverage of the Month for Life and Health CSRs to offer all clients he or she speaks with during that month.
- Long Term Care
- Medicare supplement
- DI-Long term & Short term
- Dental
- Business Overhead
- Voluntary Benefits – cancer, travel, accident
- Short-Term Health
- Key Man Life Insurance
- Buy-Sell Life Inusurance
- Child Riders
Emily Huling Selling Strategies, Inc. P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Mobile: 704-516-5114 www.sellingstrategies.com
Zero Budget and Low Budget Marketing Ideas
By Emily Huling, CIC, CMC
A collection of results-producing ideas in no particular order. Hope you find a new nugget you can use!
- Be visible on social media platforms – Facebook, Twitter, LinkedIn, YouTube
- Post valuable, relevant, and fun information frequently
- Invest in quality staff pictures for your website and social media use
- Publish articles in local paper, trade and community business publications
- Send articles to your clients
- Be interviewed by broadcast media
- Speak to groups – Rotary, Chamber, etc.
- Be a Chamber Ambassador
- Volunteer and get involved in local business and trade associations
- Participate in trade shows
- Raffle a gift at a community event or trade show
- Attend trade shows
- Place brochures at Chamber office
- Place brochures in realtor relocation packages
- Join a leads group or networking club
- Make a donation to a charity in the name of a client
- Use clients in your advertising
- Provide business cards to all associates to promote confidence and pride
- Use press releases as often a possible
- Award a client with; Client of the Year’ designation – publicize it
- Use voice mail message to publicize new products; message on hold
- Call/visit prospects and clients when “in the neighborhood”
- Use note cards and thank you cards religiously
- Use new product stuffers in all your mailings
- Have dynamite business cards for all staff and use them
- Send birthday cards
- Send articles from business or trade magazines that are of interest to your customers
- Send claim follow up report cards 30 days after claim reported
- Use client satisfaction surveys
- Use lost account surveys
- Send newsletters – either purchased or created within the office
- Stay abreast of life changes; marriage, divorce, children, retirement, inheritance, college children; to review and recommend.
- Send “How are you getting along without us?” letters to business that you want to regain
- Contact lost business to survey why account moved and what can be done to regain their business
- Use Personal Lines and Commercial Lines exposure update questionnaires
- Offer a free gift (road atlas or advertising specialty item) to those who come in or reply to questionnaires
- Market within your office – name plates, offer food and beverage, have a central meeting area for walk-ins
- Create a logo or tag line that is image building
- Use testimonials – letters, videos
- Partner with a video/CD firm, appraisers to share referrals
- Send small gifts to referring customers and circle of influence people
- Create a “magnet program” to obtain new personal lines leads and serve existing customers
- Use e-mail and website wisely to market new products
- Create a client advisory boards for input from clients
- Have lunch once a week with a circle of influence person (banker, realtor, accountant, attorney, mortgage broker)
- Implement a “coverage of the month” program
- Create an insurance information relocation brochure for realtors and new community residents
- Have a “drive by sighting” contest for employees to generate leads
- Follow up with non-agency claimants after claim settlement
- Market to those you send certificate of insurance to for your insureds
- Offer a free lunch fishbowl drawing weekly at local restaurant
- Include “quick quote fax back fact sheets” in with direct mail
- Always include postage-paid envelopes with surveys and questionnaires
- Once a new producer account is written, have the CSR call to introduce herself, and follow up with note card with business card enclosed
- Always use e-mail signatures
- Be on a Board of Directors
- Teach a class
- Volunteer for Junior Achievement
- Write letters to the editors; be a guest columnist in the local paper
- Sponsor an “Athlete of the Month” or “Student of the Month” in your community
- Meet with newly-licensed drivers and their parents to establish a Youthful Operator Driving Agreement.
- Offer Commercial clients complimentary Personal Lines reviews for their employees during a lunch and learn
- Offer high school Driver’s Education programs a presentation on insurance facts and responsibilities and review the Youthful Operator Family Driving agreement
Updated 2016
Emily Huling, CIC, CMC
Selling Strategies, Inc.
PO Box 200
Terrell, NC 28682
888-309-8802 office
704-516-5114 mobile
How to Analyze Your Insurance Markets
How do you know the insurance carriers you represent are the right ones for your agency? Conducting an annual review of your markets will help determine if your partnership is mutually beneficial. The review process should involve all the individuals who have a relationship with your markets; owners and managers, producers, CSRs, account managers, marketing, and claim staff.
Use a spreadsheet format to organize the variables you are reviewing. Down the left-hand column, list your companies. Across the top, list the variables listed below. Complete the chart and you will have significant information about your companies with which to make important management decisions.
Company analysis factors
- Lines of business they write; Personal, Commercial, Small Commercial, Life, Group Health, etc.
- Do they offer Personal Lines or Commercial Lines Service Centers?
- Billing terms or problem issues – finance charges, etc.
- A. M. Best Rating
- Relationship with automation vendor such as Applied, Vertafore, Hawksoft, EZLynx
- Office location; local or regional – claims, underwriting, marketing
- Local underwriting authority
- Agency underwriting authority
- Claim handling – based on your experience and your client’s experience
- Company adjusters or independent adjusters
- Organizational and management changes
- Agency development support offered – education, co-op advertising, producer training
- Profit sharing program; threshold, lines of business, bonus incentives
- Commissions paid by line of business
- Technology capabilities
- Stability of underwriting market – in and out of classes or stable?
- Professionalism and knowledge of staff
- Elite or VIP agent status program offered; criteria to attain?
Updated 2016
Emily Huling Selling Strategies, Inc. P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Mobile 704-516-5114
Tips to Improve Your E-Mail Communications
1. Know when to use e-mail. Don’t use it to deliver bad news, reprimand, or persuade. Instead, pick up the phone or meet face-to-face.
2. Follow the Rule of Three when e-mailing. Send, reply, send, pick up the phone if another e-mail is needed.
3. Keep it short. Don’t expect people to read more than what’s necessary.
4. Don’t type in upper-case letters. It’s considered shouting and is very hard to read.
5. Don’t promote “spam.” It fills up recipients’ mailboxes and is unprofessional.
6. Create a meaningful subject line. Make sure those who receive too much e-mail read your message.
7. Tell the recipient what you want. Do you need a reply? By what date? What action do you want them to take? Is it a FYI only? Be clear in your message.
8. Proofread, proofread, proofread! This communication tool represents your image. Check spelling, grammar, and use of words.
9. Use “CC” sparingly. This can be a real pain for users who don’t really need to see your communication.
10. Use a signature at the end of all e-mails. The reader may want to get back in touch with you via phone, snail mail, or fax. Your message may be forwarded to another party who doesn’t have your contact information. Your signature should contain all the information your letterhead does.
11. Use attachments effectively. Some recipients may be unable to open your attachment. Attach only pertinent information. Avoid attachments that are too long and clog up the recipient’s computer.
12. Use the “out-of-office” auto response feature to alert those that send you messages that you are out of the office and when you’ll return. If you are checking voice mail while out, let the sender know you can be reached that way.
13. To avoid e-mail tennis, finish a message with “no reply needed,” or NRN.
14. As a company, establish purging criteria. An overloaded e-mail box slows down the whole system and makes retrieving mail cumbersome.
15. Change the subject line when you reply. Let the recipient know the new subject or if the content contains the reply or a question.
16. Don’t send an e-mail when you’re emotional about the topic.
17. Maintain standard business-writing protocol. Don’t use texting shorthand or cute artwork.
18. Only use the return receipt feature when absolutely necessary.
19. Be careful when forwarding e-mails. Content may be personal or confidential.
20. Check your junk mail folder regularly for important messages that should be in your inbox.
Emily Huling Selling Strategies, Inc. P.O. Box 200 Terrell, NC 28682
Phone: 888-309-8802 Fax: 888-309-7355 www.sellingstrategies.com