We recently connected with Trisha Roberts and have shared our conversation below.
Trisha, looking forward to hearing all of your stories today. Your ability to build a team is often a key determinant of your success as a business owner and so we’d love to get a conversation going with successful entrepreneurs like yourself around what your recruiting process was like -especially early on. How did you build your team?
I started my business initially with one employee, Tori. We had previously worked together at an insurance agency. A few months before I opened, I reached out to her and offered her the position. She accepted without hesitation, even though I couldn’t pay her for two months. She was my day one and helped me with everything from painting, setting up the office, to winning Agent of the Year two years later. She was an integral part of my business growth. From my current team now, Shelby started one day before I gave birth to my son. With Tori’s training, she jumped into the position and thrived. She is a huge asset to my team and is now training other employees. I have used Facebook, the hiring program IDEAL traits, and my latest hire as an agency producer was a referral. My interviewing/hiring process is somewhat unconventional. Although experience in insurance/sales is preferred, I hire based on personality. Are you willing to learn, grow, have goals, and most important, fit the vibe with my current team. We have a great office culture, if you don’t fit that, you aren’t eligible for hire.
Trisha, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?
I was laid off from a position in 2015. I heard of an opening for an insurance agency from a friend of a friend. When I started, I was required to be licensed ASAP. I passed the licensing exam in a matter of weeks. 3 months in, I was very intrigued by the industry. I was then offered a position in one of our town’s largest agencies working for Patricia Papson. I immediately fell in love with insurance and knew I would be a Farmers Agent one day. Life happened for some years in between, but in 2019 I was offered a mentorship program with Patricia Papson to complete the program and become an agent. The position was a 50% pay cut and there was no guarantee I would acquire an agency. That being said, it was a huge risk, but I knew in my heart I had always held on to the dream. I completed the mentorship in the top of the class and opened my agency June 2020. I have a deep passion for the community, leading fundraisers, organizing events, and getting our name out there. We have consistently placed in the top 5 in New Mexico, and in 2022 won Agent of the Year for Southern NM. What sets us apart is our focus on top quality customer service. From the initial sale, to policy changes, and if there is a claim, we go above and beyond for the customer. We explain coverages in every day terms and put a heavy focus on ensuring the insured understands their policy. Our motto is we are here “For You, With You, Because of You”. We also host one of our towns largest community events “Battle of the Food Trucks”, which had 7.2k in attendance this year.
Any advice for managing a team?
I know that my agency is nothing without my team. The number one rule in our office is clear communication. We communicate regularly as a team and I provide clear expectations, goals and feedback. We as an office never talk about another team member behind their back. I recognize and acknowledge my teams efforts and achievements, and I reward them as they prefer. They complete a survey when they onboard and tell me how they prefer to be rewarded (cash, time off, gifts, etc.). We have a heavy focus on development through training, conferences, and weekly meetings. We offer a quarterly “self-care” reimbursement that promotes a healthy work-life balance. I lead by example, promoting a positive environment and go-getter attitude.
What’s worked well for you in terms of a source for new clients?
The best source of new clients has been word of mouth. When a satisfied client recommends our agency, it carries a high level of trust and credibility. We find that when a client experience the customer service we provide, they are excited to share with their family/friends and pass along our information. This is cost-effective for the agency and starts out as a warm lead. We have discovered that referred clients tend to be more loyal because they come with a sense of trust from the beginning. If you have worked with our agency, please tell a friend, or five!
Contact Info:
- Website: https://trisharobertsagency.com/
- Instagram: trisharobertsagency
- Facebook: https://www.facebook.com/trisharobertsagency/