Keeping our focus on establishing and maintaining disciplined processes, we turn this month to the seemingly dull subject of policy changes, audits and certificates. While it may be dull, missteps in these areas can cost the loyalty of good clients faster than almost anything else. And there's a smart way to handle them.
Have a maximum time in your agency between when an item comes in the door and when it goes out. This will vary: Certificates should be within hours, whereas endorsements and audits need verification and will require a longer period. But the important thing is to have such responsiveness rules established and then monitor the results to see how your agency is living up to its own guidelines.
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