High-Payoff Service

Consistent, proactive, client contact over time is the objective of this comprehensive client management program. Experience has shown that regularly engaging clients in a personalized, respectful, and informative manner helps us to interpret and exceed client expectations and dramatically reduce service disappointments.

The High-Payoff Service Program

The single greatest objection to a shift in strategy, new idea, or request for "new behavior” within any service team is "time...” Therefore any program that even hints of "doing more" or "working harder" will be categorically rejected, regardless of logic or desire. This is not due to an unwillingness to change nor is it attributable to indifference - they are simply too busy to fit "more" into the mix. Knowing this, our approach will be to work within the reality of their environment and encourage small, manageable, efficiency-finding changes to their current approach. Our common goal is not to do more, but to get more out of what we are currently doing and actually save time rather than burden them further.

Working this way, we discover that participants in the program actually author their own prescriptions for success, empower themselves to engage and implement, and develop anew and positive level of entrepreneurial spirit. Participants work together in this dynamic client service program to design, implement, and manage proactive and cost effective client stewardship programs that are visible, viable, unique and lasting.

Retention skyrockets, cross-selling opportunities naturally evolve, and referral business is suddenly available. Everybody wins. We will help your agency move from problem-based, reactive, service activities that repair but never build, to a well-defined, proactive client management program that can only be described as world-class.

Program Summary

Building on its highly-acclaimed sales and business development programs, High-Payoff Service is designed for agency service team members and “non-sales” staff.  It addresses their critical roles while preparing them to:

  • Build a value added service plan that results in a substantial increase in client satisfaction and retention
  • Create an efficient and effective client contact schedule to consistently harvest cross-selling and referral opportunities
  • Implement a realistic priority management system that is focused on increasing the time available for engaging in high payoff activities
  • Transition to a “total account” sales and service platform by introducing a pre and post sale client needs and expectations assessment
  • Improve organizational production, retention, efficiency and profitability by creating a strategic harmony between marketing, sales and service initiatives.

High-Payoff Service is designed to take maximum advantage of a participant’s strengths. Our common objective is to create an efficient and effective training and coaching plan that is uniquely designed to the agency sales culture, products, and niche.  Highlights of the program include:

  • Transitioning to a value driven model - what it means, what will change, and why it will create limitless opportunity for a healthy and thriving organization
  • Understanding and exceeding client expectations - an easy to use pre-sale and pre-renewal assessment designed to customize programs rather than quote policies.
  • Creating a sustainable agency-wide strategy to harvest cross-selling and referral opportunities - tools and techniques that use sound service strategies to sell.
  • Developing relationships with people… not just products, policies, and price - learning to sell accounts rather than lines of business.
  • Priority management for overwhelmed service teams - a proven method for organizing and prioritizing high-payoff, business building activities.
  • Converting client relationships into value-driven partnerships - simple and manageable risk management and client education initiatives that keep you visible and viable.
  • Designing and maintaining a value-added client management system - an efficient and effective process for retaining clients the easy way; by removing them from the field of competition.

Benefits And Outcomes

The program is refined and adjusted regularly to accommodate and strategically align with changes in our industry and in the market. This practice keeps us current and keeps participants “ahead of the curve.” Here is what you can expect:

  • Develop an organizational value-added service plan that results in a substantial increase in client satisfaction and retention.
  • Create an efficient and effective client contact schedule to consistently harvest cross-selling and referral opportunities.
  • Implement a realistic priority management system that is focused on increasing the time available for engaging in high-payoff activities.
  • Transition to a "total account" sales and service platform by introducing a pre- and post-sale client needs and expectations assessment.
  • Improve organizational production, retention, efficiency, and profitability by creating a strategic harmony between marketing, sales, and service initiatives.

What Makes This Program Different

As with all Polestar programs, this is not an academic program nor is it conceptual or generic. It is a hands-on, practical, viable, and proven program for personal and professional achievement within the industry. It’s a program on a mission. It is written from “the trenches” and not from the drawing board. No other program that we are aware of delivers a strategy that is as effective, humanistic, or reality-based.  Our real world, no-nonsense, activity-focused programs set the stage for lasting achievement. This simple fact is what makes all of our programs so credible and so popular. The impact will be extraordinary.