Finding a talented individual for your agency who also brings valuable insurance experience to the organization can feel like a huge win, especially in a competitive job market.  As exciting as this is, it is important to recognize that this work experience means this employee has been accustomed to a different way of doing things under their prior employer. This past experience can become an issue if the new employee shows disregard for the guidelines and processes that are in place at your agency and refuses to embrace a new way of doing things.  

So, how can agencies avoid this type of conflict altogether?  And what should an agency do if a new employee is dragging baggage from their former job all over the organization?   

• Identify culture fit during the interview stage.   If possible, bring other team members during the interview process.  This not only gives the candidate an opportunity to meet the rest group, it will allow you to observe how they interact and how well they will adapt to the agency culture.  If something seems off in that meeting, that is a strong indication that this candidate is not going to be a good long-term fit for the organization. 

• Utilize a strong onboarding process.  When bringing a new employee into the agency, it is critical to provide as much clarity as possible.  Make sure your agency is prepared with well documented processes and procedures for how they should handle each task in their day.   This is also a great chance to let them know what systems the agency has in place to review and evaluate current workflows so that they have a full understanding of when they should supply feedback.   

If you have already brought an employee into the organization and find yourself facing challenges with their performance and lack of cooperation, there two critical steps you will need to take to remedy this issue:

• Have a conversation with this employee.  Provide open and honest feedback about the importance of following the processes and procedures as outlined and how a lack of compliance with these workflows is negatively impacting their performance.  Communicate clear expectations about what needs to change and improve as well as the consequences involved if this does not happen.   
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      Within that same discussion, take some time to remind them about the existing agency policy on how and when they should provide input on suggested modifications to existing workflows.  


      This conversation is also an opportunity to explain how their behavior is impacting others in the organization.  

• Monitor employee activity and look for improvements in performance.  If the issues do not resolve, this is a clear indication that they are not a right fit for your agency.  Once this unfit becomes evident, it is critical to cut ties and allow that employee move on to their next great opportunity.  
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It can certainly be difficult to address performance issues with employees, especially when they are new to the agency.  However, waiting for problems to correct themselves only prolongs the situation and will have a negative impact on the entire organization.   Using the steps above will allow you to create a plan to take action when it is most critical.

For more insight on this topic, check out the full episode of The Independent Agent podcast here.

About the Author

Justin Goodman has spent the past 20 years in insurance. He is the co-founder and CEO of Total CSR and co-founder and Managing Director of Project 55. By the age of 29, he was recognized as one of the top five construction insurance experts nationwide by Risk and Insurance Magazine. He also was named to Insurance Business Magazine’s Hot 100 and most recently the 2024 Insurance Journal Agent of the Year. Justin has trained over 50,000 CSR’s, account managers and producers through his work at Total CSR. He has a passion for developing the next generation of insurance professionals. When not with his family, he devotes his free time to speaking engagements and advising agency owners across the country.