Recently, Shellie Mankoski found herself on a phone call with a customer that could’ve led to a big sale.
The licensed insurance agent on Simply Business’s customer solutions center (CSC) team was speaking with a handyman. He was in need of an insurance policy that covered his many jobs, one of which required him to get on rooftops to clean solar panels — work that was a little risky, but lucrative — for his small business.
Mankoski’s response? Simply Business couldn’t cover the solar panel work.
No problem, the handyman said. He was having trouble finding a company that would write him a policy for this very reason. So he told Mankoski that he would take a premium insurance plan for his small company, even though it wouldn’t include his solar panel gigs.
Mankoski resisted.
“I explained to him that if this is part of his business, he needed to have a policy in place that protected him for everything he did, not just one thing,” she said. “I wanted him to be covered for everything, so I got him in touch with our business partners so he could find coverage that protected him and his company as a whole.”
An exchange like this is a perfect example of the philosophy of the CSC team at Simply Business: It’s not about going for the biggest sale — it’s about finding the best solution for the small business owners they support.
That’s part of what makes the customer solutions center at Simply Business unique. And with a vast array of agent experience, it’s also the perfect incubator for mentorship and professional growth. That’s why Built In Boston sat down with three Simply Business agents to learn what makes this arm of the business so much more than a customer solutions center.
WHAT THEY DO
Describe your role and responsibilities on the CSC team.
Tony Wilson: I’m a CSC supervisor, which means I support our licensed sales agents in a positive coaching style that will invite strong sales performance.
Lebelle Gonzalez: I am the lead service specialist on the CSC team. My responsibilities consist of providing operational support, as well as managing the administrative team that’s needed to assist the CSC licensed agents in providing ongoing customer support. In addition, I act as the point person for the retention and admin teams when issues or questions arise regarding customer inquiries and our current systems and processes.
Shellie Mankoski: I’m a licensed insurance agent. I help customers with their business insurance needs and make sure they understand the product they need to protect their business.
At the end of the call, he told me how grateful he was that I didn’t give up on him.’’
What makes your role on this team so fulfilling?
Mankoski: I love working in sales. I love selling a policy to someone and helping customers understand how it works and educating them on the details of insurance. I once had a customer who needed a general liability policy as soon as possible for a specific job. We had three companies that offered him rates, but the cheapest company’s down payment cost more than what he had in his bank account. The customer felt aggravated and defeated. Instead of letting him focus on the cheapest annual price, I looked at the details of every company that offered him a quote to see if we could find something that fit his budget for the down payment. After reviewing these offers, it turned out that the company with the highest annual premium had the lowest down payment. This worked within his budget, and he purchased that policy.
At the end of the call, he told me how grateful he was that I didn’t give up on him. “Thanks to you, I can get this job,” he said.
Gonzalez: My team has doubled in size within the past month, so I am able to serve as a mentor and coach to the newer specialists. Being a mentor empowers me to become more self-aware and confident in my line of work. While onboarding new hires, I’ve taken time to connect with new team members. I’ve helped them with training opportunities to sharpen their skills and solve problems.
Wilson: I have an amazing team, and they make each day awesome and new to me. We have honest and open communication and they’re not afraid to talk to me. It’s not uncommon to have employees who may not be performing at the expected level. In these situations, it’s important to be honest, give constructive feedback and remind them of the company’s objectives and expectations. Being open and honest is key when managing a team and allows for a more productive and fruitful outcome.
Team members at Simply Business have all levels of experience. How do you think the company benefits from that?
Wilson: I have had the amazing opportunity to have over 30 years of sales and work experience. I am hopeful that Simply Business will allow me to use that ability to connect with people and find ways to let other team members flourish. No person is the same. You cannot treat skill development like it’s a total bag of oranges. You may have pears, tangerines, apples and mangos. As managers, we must find the right way to allow a person to maximize their potential.
Making the heart connection is the first step. It’s my goal for people to know that I care and I’m in their corner. A balance of how to communicate to different personalities and learning styles is critical as I move the team forward.
Making the heart connection is the first step. It’s my goal for people to know that I care and I’m in their corner.’’
Gonzalez: The company benefits from all levels of work experience because it helps boost the morale of the team. High morale happens when a positive attitude meets high energy in the workplace. If a team has good morale, the employees are satisfied with their work environment and in turn are excited to come to work each day.
Mankoski: We benefit from this because everyone at Simply Business helps everyone, no matter what level or department. We all have good feedback and ideas on what can work within the company and help things run more smoothly. Simply Business actually listens to everyone and then implements those ideas. One example of this is text messaging. The CSC team expressed how this function could help with the number of cancellations for non-payment. Simply Business listened and implemented the text messaging feature for our customers. Since then, we’ve seen an improvement in customer callbacks to make their payment before cancellation.
What is your approach to selling ethically?
Wilson: It is important to create trust with customers, since people are more likely to purchase from you if they trust you. Every day is an opportunity to assist someone with their small business insurance needs. While revenue is important, customers are more appreciative when we find a solution that works for them. That positive customer experience can create word-of-mouth sales that will yield additional revenue because others will discover we are looking out for them.
What opportunities are there to continue growing at Simply Business?
Mankoski: There are many opportunities to grow within the company. Employees are encouraged to apply to current job openings with other teams. Simply Business also provides many business development resources and training that help employees enhance current skills and even learn new ones, like LinkedIn Learning.
I ultimately want to be a supervisor that oversees the sales team. I love to help my fellow team members and share tips on how to sell efficiently and effectively. I have trained many sales agents to be top producers. My manager wants to help me achieve my goals and he believes in me and my abilities, as do other members of my team. Everyone at Simply Business lifts me up and makes me want to do better every day.
Gonzalez: I feel like I’ve grown professionally since working at Simply Business. I pursued the lead specialist role in order to gain new skills and challenge myself. In the past, I’ve feared personal growth because it gets me out of my comfort zone. I’m a natural introvert, so it’s unsettling to speak out in large groups. But I’ve been more outspoken in my role because the leadership role has helped me build confidence.
I’ve been more outspoken in my role because the leadership role has helped me build confidence.’’
Wilson: I’ve had a successful career by giving my all in my job. This has allowed me to gain access to other positions. For example, at my last employer, I became regional manager over all imports dealing with the CEOs of Wal-Mart, Panasonic and Folgers. I never envisioned this position for myself when I started as a temporary employee. I simply came to work, engaged where I could and offered my true self.
Check back with me in a few years and let’s see how I’ve shown myself to Simply Business. So far it’s great, and I will continue to offer my authentic self and the lessons I’ve learned along the way.
