2020 Best Practices Study

• Use technology-based tools such as Slack and Teams, with their real-time chat functionalities, to replace lost “water cooler” time.

2) Encourage interaction & feedback. • Have 10- minute “c heck- in” calls for teams 2 -3 times per week. •

Create quarterly surveys to solicit candid feedback from remote employees on what is working well and what needs to be changed. Use these surveys to also gauge how employees are doing personally. Remote work is not for everyone. Some employees will struggle to adjust. Feelings of isolation are common. Other employees will struggle with burnout as the less structured nature of remote work can lead to overwork. Surveys can help you monitor morale and be more responsive to potential problems. • Make sure all employees know they have channels for one-on-one discussions and face-to-face meetings, if needed.

3) Rethink your geographic footprint. In liberating agencies from the central office model, COVID-19 also creates access to a broader, deeper talent pool. If location is truly less relevant, access to qualified candidates is greater than ever before. As you prepare to compete for talent in this expanded pool, remember that excellence in managing remote work can help you win. Firms that offer remote employees more of what they want, including tools, technology, and support, as well as greater flexibility in how, where, and when they work, will have an increasing competitive advantage in the battle for talent.

4) Embrace diversity initiatives. In addition to being sound business strategy, embracing diversity will also drive long-term growth and profitability. A diverse team that more accurately reflects the reality of our economy will bring a variety of perspectives on how to respond to a rapidly changing business and social environment. Best Practices Agencies have an opportunity to be a beacon of light in what feels like a deeply divided world. Diversity is good business. 5) Maintain employee accountability. Agencies must develop a way to monitor employee results while also avoiding micro-management. Accountability is especially important for young producers. Fostering good prospecting habits and tracking production activity / pipelines is critical in a remote-work environment. In some ways, COVID- 19 has done agencies a favor by illuminating producer effectiveness. If effort and activity is not demonstrated, don’t be afraid to quickly terminate and reinvest those dollars elsewhere. Equip your producers with a digital playbook and resources to successfully compete in the marketplace. And then hold them accountable for doing so.

Before COVID, the labor markets were tight and good talent was in short supply. Many agencies only looked to hire in their own backyard and frowned upon remote work. Training and development largely occurred in in-person settings.

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