Agents, brokers, and reporting companies have expressed numerous concerns over the years about the lack of professionalism in the loss control industry. Field inspectors come and go. Some enter the industry with a background in insurance or construction. Others enter the industry as a stop-gap to generate revenue during periods of unemployment. Many enter the industry with nothing more than aptitude and a willingness to learn. Certification is required in some states but not others. Reporting companies have hiring criteria which varies from company to company. As a result, there is no standard for qualification across the industry.
Each of these stakeholders has an interest in promoting professionalism within the industry. Their goal, of course, is to provide the best customer service experience available for their insured. This extends far beyond selling a policy and obtaining a prime rate. Every consumer touchpoint impacts this customer service experience, including the loss control inspector’s communications and interactions with the insured.
We’re excited to roll out our new Inspector Success Training division. Our initial offering, The Business of Running a Business, was developed in response to numerous conversations with professionals across the industry. This training specifically addresses the interpersonal and communication skills required to successfully interact with insureds, agents, brokers, and vendors. Furthermore, it provides hard business skills needed to be successful. Training includes topics such as phone etiquette, calendaring, interviewing, recordkeeping, metrics tracking, accounting, sourcing for work, and more.