Keep your head up: How brokers stay motivated during the busy season
We asked our readers, as we head into Q4, how do you keep your team and yourself motivated and energized?
Kitty cats and… what?
Personally, I’m working to stay more engaged with my team. We’ve grown from the ability to essentially “do our own thing and leave each other alone to work” to actively making sure we are “talking out loud” about what we are doing, our obstacles, and how we want to achieve our desired results. We have more than enough technology services to keep us connected as a team, but even though this is a busier time, I’m making an effort to have more regularly scheduled check-ins and one-on-one meetings to make sure I’m not the barrier to delivering vital information.
Related: Fourth-quarter motivational push
I also have to make sure I’m flavoring my words with more “kitty cats & bubble gum” (to steal a phrase from Heidi Rasmussen) to keep the levity when it is appropriate and not be so rigid in plain email.
Bret Brummit, founder, Generous Benefits
Work hard, play hard
We’re choosing to embrace the cyclical nature of our industry, meaning we’ve done a lot of prep through the summer to make sure we’re as prepared as we can be to support our clients for this busy fall open enrollment season. This means figuring out what processes we can automate, how to be clear and timely in our communication, and, most importantly, how we each individually plan to mentally manage this busy season. A huge part of embracing the busy season is also embracing the slower season with ample rest. Around the holidays, all of our remote employees will have a mandated break from work to rest, reset and recharge.
By working together as a team, recognizing the ebbs and flow of our industry, and tackling those seasons with a work hard/rest hard mentality, our team has never been more energized and motivated.
Shelby George, CEO at PERKY
Choose your lens
It’s the difficult, challenging, and extremely busy times when we need our teams and families to bring the most and best energy. Often, this comes at a time when we and our teams are tired, already stretched thin, or perhaps carrying heavy personal crises as well.
I find that the best way for me to keep my energy up so there is enough for myself and enough to spare for my team and family is to choose my lens purposefully. The way we frame situations in our thoughts has everything to do with the energy we feel and share with others. For example, I can either focus on how much I hate paying taxes, or I can focus on how grateful I am to have an income such that there is enough to qualify me to pay taxes! (I have been too broke in the past!) I can feel pride in knowing that I live in a nice, safe, and beautiful city because I contribute to it! I can be angry that others seem to not be doing their fair share or I can be grateful to be able to pitch in and give extra to help a teammate who is going through a tough time. I can be stuck in where we may be right now or I can look to where we will be when we do the extra work, win the extra accounts, and earn the right to achieve and hold the success we are working for. I can be curious as to what I might need to do differently to get a different result. In short, I can choose how I see my situation, my co-workers, my customers, my boss, my children, my world—and that makes all the difference.
Kimberlee Langford, director of business development, Specialty Care Management
‘Helpies’ and canceled meetings
I lead our Center for Health Innovation team, and keeping my people motivated is one of my top priorities! Here are some of my ideas:
On certain Fridays, I invite the team to take an hour out of their afternoon and spend it doing something nice for another person. For example, going to donate blood, or volunteering with a local non-profit. We created a Teams channel to share our random acts of kindness with each other by sharing “Helpies”—a selfie you take while doing something nice.
Surprise lunches, because who doesn’t love a canceled meeting? Instead of a regularly scheduled team call, consider surprising your team with a cancellation notice and offering them lunch instead. Lots of platforms allow you to send meal vouchers so folks can redeem for something of their choice, and they get relief from Zoom fatigue—it’s a win-win.
Lastly, I encourage everyone to look at meetings on their calendar and remove/cancel those that don’t have a specific agenda that requires live conversation. One of the fastest ways to ruin my mood in the morning is when I look at my calendar and see an hour (or more) of meetings that could be handled by email. By being more intentional about setting meetings, we can eliminate stress for others.
Kate Brown, innovation and intellectual capital leader, US Health, Mercer
Shared successes
Q4 is hard on our team. It’s draining and full of stress and anxiety. We’ve found that we are able to keep fighting the good fight when we share our successes. We share individual wins and ways our team has impacted a family or employer organization through improved benefit offerings. When a team is driven by empathy and passion, it’s easier to do the difficult work. It keeps the soul full and our purpose fulfilled.
Over the past few years, we have also started to incorporate an option to take a day off when necessary. Being overworked drives burnout and lack of focus. We strive to maintain a happy workforce and set an example for our clients.
Taylor Lindsey, partner, Employee Benefit Consultants
Change your mind(set)
A successful Q4 is all about the mindset! In my team meetings, we focus on the actions that are going to get us to the light at the end of the tunnel. What can we do now that will make December and January easier for us and the employer? If we show up with good work and generous action, the results will be faster and better. Another way to keep my team motivated is by empowering them to take on new challenges. If they want to present an open enrollment meeting or manage the implementation of a self-funded plan for the first time, let’s do it! It gives them something to be proud of and work toward.
Jessica Du Bois, employee benefits advisor, Business Benefits Group
Llamas, scavenger hunts and escape rooms
We’ve always been a remote company, but made some great changes since we actually couldn’t get together. We used to do a quarterly two-day in-person Strategy Retreat. Instead, we cut the agenda to make it two half days via Zoom. For those days and at other random times throughout the year, we sent themed gift boxes, freshbenies swag and Grubhub gift cards so we could share lunch or coffee together. We also made time for fun team activities like Goat-2-Meeting where we got a live Zoom tour of an animal rescue farm (it’s pretty hilarious to see a llama in one of your Zoom squares), or Majestic Circus, where we were entertained by ex-cruise directors with trivia games and home scavenger hunts, and Roobicks, which led us through an interactive virtual escape room. All were well worth the time and money–and really brought our team together virtually.
To help with team dynamics, we initiated virtual coffee and lunchtimes–not mandatory (just show up if you can) and no work talk–which gave us time to get to know each other better, and share personal struggles and wins. Our team asked for more development opportunities, so we read the book Strengths Finder 2.0 and took the assessment. We then had a facilitator share strategies for applying our individual strengths as a team. Finally, we started working with a company called THNKS which gives our team a fun and easy way to send coffee, food, gifts, etc. to recognize each other for a job well done.
Heidi Rasmussen, co-owner, freshbenies
Holiday cheer
During the busy season, it’s easy to be so focused on meeting client needs and deadlines that we forget to take care of ourselves. Keeping the motivation and energy alive this time of year is challenging on both fronts, so it’s imperative that we focus on it!
Our team has individual one-on-ones once a week and a team meeting twice a week to check in and stay on top of work. On Wednesdays, we have an optional virtual lunch to socialize and catch up. Friday mornings are an all-team social/business check-in for the whole office. These help to keep everyone on the same page and foster stronger bonds within the team. It’s my belief that these connections and bonds help us to better understand and support one another. Fourth quarter has been a little different these past two years. In years past, we decorated the office in holiday themes, complete with lots of lights. Our 2019 theme was Santa’s Workshop.
We had a lot of fun decorating and seeing it each day! We have candy and hot chocolate on hand, bring each other coffee and treats and get take out lunches to eat together. While things were busy we knew we were in it together and that everyone was supporting everyone. It was important to me to not lose that spirit and connection over the last year. I sent team members USB lights and decorations to put up in their home offices, along with a few helpful home office supplies that they may not have. We had fun sharing pictures! Later, the whole office had a decorating contest, which was a lot of fun.
Office-wide, we had a gingerbread house competition with prizes for the best house. We had a virtual ugly sweater contest, as well. Lastly, everyone receives their choice of turkey or ham for Thanksgiving and a choice of ham or prime rib for Christmas.
My recommendation is to do something, anything, to recognize your team and let them know they are seen, valued, and appreciated throughout the year–but especially during the busy season. A little surprise coffee, handwritten card or even a chat message can go a long way toward brightening up a long strenuous day.
Heather Torres, benefits team leader, EHL Insurance
Make it meme something
2020 2.0 has been a whirlwind, and now we are once again discussing getting energized for what seems to have actually started a bit earlier for us this year: the orchestrated chaos that is quarter four. So how does a ragtag bunch of misfits stay motivated? Mostly memes and virtual happy hours.
Our culture focuses on serving others, and when we are really engaged in that, it’s like our work is our food. The reality is that if we didn’t have fun while doing it, it would be like eating only veggies with no dessert. A large part of our culture is actually just being silly. Being virtual now means that we don’t very often get to be together, so using things like Slack and Zoom has been a lifeline to keep us connected and unified. If you ever want to join us for a “Bloop With No Bidness” session, just holler! There may even be tacos and tequila.
Joel Daniels, chief advocate, Revolution Benefits Group
Be a little selfish
Self-care for all is essential during our industry’s busiest season. Just a few things that come to mind that are embedded during my daily rituals: establishing a routine of walking and hydration before my day gets started. Tough to do but necessary, due to the amount of sitting and virtual meetings that happen throughout the day. Bi-weekly visits to my favorite client, the S.P.A Agency or (SPA), even if I don’t receive a treatment of some sort. Many local spas have a day pass to enjoy the amenities for a small fee and this can be done in the evening or weekend. This allows me to keep my mind, body and spirit fresh and renewed.
This self-care plays a tremendous role in my overall well-being and team engagement. I am fully present when it comes to virtual and in-person meetings, both with my clients, team members and colleagues in the industry. By intentionally focusing on self-care, most of the time everything else lines up. Eliminating the need to check emails, text messages and even sneaking in an occasional call with my video off during a team meeting. Allowing me and the team to perform at a level with each other we all deserve: Our best!
Lisa Hutcherson, executive sales consultant, MASA MTS B2B Employee Benefit Sales
The buddy system
As 2020 began (pre-COVID), ARCW Insurance was considering forward-thinking ways to offer a benefit to our employees that would also draw and retain talent. The consideration of alternative work schedules is one that has been growing more popular in modern times. The central idea behind it is a better work-life balance by affording employees an additional day off to restore and refresh. Too often with modern life, the traditional two-day weekend feels like one day off and one day preparing for work or school. An additional day off could allow for further rest and retreat and a day to schedule personal appointments.
We considered the traditional flex scheduling where employees can choose their start and stop time each day within reason. We also considered the 9/80 schedule where employees work 9 days on, for 80 hours, and then take the 10th day off. But these are difficult to structure in a service industry where we’re expected to be available for our clients each Monday through Friday and during typical working hours. Enter ARCW’s Alternative Work Schedule. Each employee pairs up with a buddy, and takes every other Friday or Monday off. Days off are staggered between buddy pairs and within departments. Your buddy covers your desk during your day off, but doesn’t do the work you’ve left undone. Best have your desk clear! With this scheduling, employees get two three-day weekends per month. Feedback has been great, and our team has additional time to spend with family, rest and recharge.
Adam Sechrest, COO, ARCW Insurance
Seeing is believing
We have never been busier as a team than we are right now! Really good coffee and regularly scheduled Monday morning meetings seem to be a quality kickstart weekly for our team whether they are WFH or in-person. This keeps everyone feeling together and on the same mission as we enter Q4.
Just recently I gave our entire staff the option for attending our fall Health Rosetta Summit in Orlando to pay witness to one of the most meaningful health care delivery systems in the country, Harris Rosen’s RosenCare. We had eight members of our team attend the conference, and they all agreed that seeing the impact of this powerful health care plan to employees, families and communities was exactly what they needed for pushing forward into the busy season at high speed. In my opinion, keeping everyone focused on our “why” is key to servant leadership and a highly committed culture.
Bryce Heinbaugh, CEO/managing partner, ien Risk Management
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