Posts from Steve Pieroway

As Vice-President, Marketing & Client Services, Steve oversees the branding, lead generation, and customer service activities at Policy Works.

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Posted by Steve Pieroway on October 19, 2017

What about the Broker Experience?

I recently attended the Atlantic Broker convention in Halifax. A theme that is all too common came up: focus on the customer. Phrases like 'customer centricity', 'customer oriented', 'customer experience' and 'customer preference strategy' were spoken. Rightfully so. The heart of any business, really, is satisfied customers.

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Posted by Steve Pieroway on August 16, 2016

Fenn & Fenn Insurance and Policy Works: Month 1

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Fenn & Fenn Insurance Practice recently completed month 1 with Policy Works. Wendy May, Operations Manager at Fenn & Fenn, is responsible for the overall operations at Fenn & Fenn and ensuring the right workflows and processes are in place to help the commercial team do their best. In this post, the 2nd of 12 blog posts in a year-long series, Wendy talks about the experience to-date of implementing Policy Works.

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Posted by Steve Pieroway on August 9, 2016

3 things to improve your proposal (and help close more sales)

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The commercial insurance proposal. It represents your business offer to a prospective customer. One of the primary functions of the proposal is to help present the insurance recommendation in a way that is easily understood by a business owner, and hopefully, help close a sale.

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Posted by Steve Pieroway on July 28, 2016

Fenn & Fenn Insurance & Policy Works: The Decision

Fenn & Fenn Insurance Practice Inc. recently became a Policy Works customer. Danielle Fenn, President and co-founder, agreed to share her brokerage's first year using Policy Works. Every month, different team members from Fenn & Fenn will share their experiences, from the initial decision to purchase all the way to completing their first renewals in the system.

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Posted by Steve Pieroway on October 21, 2015

Your call is important to us: 3 keys to great customer service

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"Your call is important to us."

We've all heard this line from a customer service representative or automated recording. As customers, we are not only conditioned to NOT believe this statement, but to believe a terrible service experience is about to take place.

Which is why we had to share some unsolicited feedback we recently received from a customer and user of Policy Works. Here is what she had to say:

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Posted by Steve Pieroway on September 21, 2015

The talent gap: 3 ideas to help your underwriters help you

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The talent gap. Every brokerage principal is faced with the challenge of finding and developing talented producers, account managers and CSRs. But brokers also need to deal with another talent gap that directly impact their success: underwriters.

Many of the brokers we talk to face the challenge of dealing with new underwriters who often receive only basic training and are thrust onto the front-line of risk assessment.

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Posted by Steve Pieroway on September 1, 2015

Codify your commercial knowledge with this one critical thing

Think back to the whisper game you probably played as a kid. You know the game: a group of you would sit in a circle and one person would start by whispering a sentence in the person’s ear next to them. Then one-by-one, each person would whisper the sentence they heard to the person next to them.

The most common result? The sentence that made it back to the person who started the game was nothing like original one.

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Posted by Steve Pieroway on August 13, 2015

Beating the chameleon curse: 3 steps to creating more consistent documents

One of the things we routinely see when working with new clients is that their documents tend to take on the personality of the person generating them. We call it the “chameleon curse.”

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Posted by Steve Pieroway on August 10, 2015

Every proposal tells a story, too

If your submissions tell a story to underwriters about any given risk (the subject of our last blog post), then your proposals should tell the same story, but to a different audience – the business owner. How well you tell that story - the prospect’s own risk story - is often the difference in winning the business from the incumbent broker.

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Posted by Steve Pieroway on June 23, 2015

What stories do your submissions tell?

Every submission tells a story. From small floral shops to large manufacturers, the submissions your brokers create tell the stories that end up becoming policies.

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