--- title: Office Guidelines & Procedures description: Office Guidelines & Expectations --- [Skip to content](https://licensing.americanally.com/start/office-guide#main-content) [![American Ally Academy Logo](https://licensing.americanally.com/hs-fs/hubfs/American%20Ally%20Academy%20Logo.png?width=429&height=100&name=American%20Ally%20Academy%20Logo.png)](https://academy.americanally.com/start/) - [Licensing](https://licensing.americanally.com/start/tx-life-health-licensing) Show submenu for Licensing - [Types Of Life Policies](https://licensing.americanally.com/start/types-of-life-policies) - [Types Of Health Policies](https://licensing.americanally.com/start/types-of-health-policies) - [Other Insurance Concepts](https://licensing.americanally.com/start/taxation-retirement-other-insurance-concepts) - [Statutes](https://licensing.americanally.com/start/statutes-for-life-health-insurance) - [MP3s](https://licensing.americanally.com/start/mp3s) - [Life Provisions, Riders, & Options](https://licensing.americanally.com/start/life-provisions-riders-options) - [Life & Health Flashcards](https://licensing.americanally.com/start/life-flash-cards) - [Health Provisions, Riders, & Options](https://licensing.americanally.com/start/health-provisions-riders) - [Field Underwriting](https://licensing.americanally.com/start/field-underwriting) - [Additional Study Tools](https://licensing.americanally.com/start/additional-study-tools) - Modules 1-4 Show submenu for Modules 1-4 - Module 1 - Welcome To American Ally Show submenu for Module 1 - Welcome To American Ally - [Module 01 — Welcome to American Ally](https://licensing.americanally.com/start/module-01-welcome-to-american-ally) - [2. Office Guidelines & Expectations](https://licensing.americanally.com/start/office-guidelines-expectations) - [3. Sales Development Representative (SDR)](https://licensing.americanally.com/start/sdr) - [4. Compensation & Growth Path](https://licensing.americanally.com/start/compensation-growth-path) - [5. Daily Activity Standards](https://licensing.americanally.com/start/daily-activity-standards) - [6. Your Toolkit](https://licensing.americanally.com/start/your-toolkit) - Module 2 - Health Insurance Industry Show submenu for Module 2 - Health Insurance Industry - [Module 02 — How the Health Insurance Industry Works](https://licensing.americanally.com/start/module-02-how-the-health-insurance-industry-works) - [2. Prescription Drug Coverage — How It Works and Why It Is Broken](https://licensing.americanally.com/start/prescription-drug-coverage) - [3. Dental & Vision — Our Dental Choice Plus Plan](https://licensing.americanally.com/start/dental-vision-our-dental-choice-plus-plan) - [4. The Health Insurance Landscape Today](https://licensing.americanally.com/start/the-health-insurance-landscape-today) - [5. Why Clients Choose the Private Market](https://licensing.americanally.com/start/why-clients-choose-the-private-market) - Module 3 - Our Plans: What We Sell & Why Show submenu for Module 3 - Our Plans: What We Sell & Why - [1. Fixed Indemnity Insurance — What It Is](https://licensing.americanally.com/start/fixed-indemnity-insurance) - [2. Our Primary Product: Optimum Health Saver](https://licensing.americanally.com/start/our-primary-product-optimum-health-saver) - [3. 2 Unit (Plus) — Full Benefit Schedule](https://licensing.americanally.com/start/2-unit-plus-full-benefit-schedule) - [4. Real-World Example: Jill's Hospital Stay](https://licensing.americanally.com/start/real-world-example-jills-hospital-stay) - [5. Ancillary Products — The Full Bundle](https://licensing.americanally.com/start/ancillary-products-the-full-bundle) - [6. State Availability & Variations](https://licensing.americanally.com/start/state-availability-variations) - [7. Underwriting Guidelines (Summary)](https://licensing.americanally.com/start/underwriting-guidelines) - [8. PDF Resources (Module 3)](https://licensing.americanally.com/start/pdf-resources) - Module 4 - Competitive Knowledge: ACA and the Market Show submenu for Module 4 - Competitive Knowledge: ACA and the Market - [1. ACA (Major Medical) - A Full Picture](https://licensing.americanally.com/start/aca) - [2. When to Recommend ACA](https://licensing.americanally.com/start/when-to-recommend-aca) - [3. Short-Term Medical (STM) Plans](https://licensing.americanally.com/start/short-term-medical) - [4. Health Share Plans](https://licensing.americanally.com/start/health-share-plans) - [5. How We Compare — Our Competitive Advantage](https://licensing.americanally.com/start/how-we-compare) - [6. 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Office Guidelines & Expectations](https://licensing.americanally.com/start/office-guidelines-expectations) - [3. Sales Development Representative (SDR)](https://licensing.americanally.com/start/sdr) - [4. Compensation & Growth Path](https://licensing.americanally.com/start/compensation-growth-path) - [5. Daily Activity Standards](https://licensing.americanally.com/start/daily-activity-standards) - [6. Your Toolkit](https://licensing.americanally.com/start/your-toolkit) - Module 2 - Health Insurance Industry Show submenu for Module 2 - Health Insurance Industry - [Module 02 — How the Health Insurance Industry Works](https://licensing.americanally.com/start/module-02-how-the-health-insurance-industry-works) - [2. Prescription Drug Coverage — How It Works and Why It Is Broken](https://licensing.americanally.com/start/prescription-drug-coverage) - [3. Dental & Vision — Our Dental Choice Plus Plan](https://licensing.americanally.com/start/dental-vision-our-dental-choice-plus-plan) - [4. The Health Insurance Landscape Today](https://licensing.americanally.com/start/the-health-insurance-landscape-today) - [5. Why Clients Choose the Private Market](https://licensing.americanally.com/start/why-clients-choose-the-private-market) - Module 3 - Our Plans: What We Sell & Why Show submenu for Module 3 - Our Plans: What We Sell & Why - [1. Fixed Indemnity Insurance — What It Is](https://licensing.americanally.com/start/fixed-indemnity-insurance) - [2. Our Primary Product: Optimum Health Saver](https://licensing.americanally.com/start/our-primary-product-optimum-health-saver) - [3. 2 Unit (Plus) — Full Benefit Schedule](https://licensing.americanally.com/start/2-unit-plus-full-benefit-schedule) - [4. Real-World Example: Jill's Hospital Stay](https://licensing.americanally.com/start/real-world-example-jills-hospital-stay) - [5. Ancillary Products — The Full Bundle](https://licensing.americanally.com/start/ancillary-products-the-full-bundle) - [6. State Availability & Variations](https://licensing.americanally.com/start/state-availability-variations) - [7. Underwriting Guidelines (Summary)](https://licensing.americanally.com/start/underwriting-guidelines) - [8. PDF Resources (Module 3)](https://licensing.americanally.com/start/pdf-resources) - Module 4 - Competitive Knowledge: ACA and the Market Show submenu for Module 4 - Competitive Knowledge: ACA and the Market - [1. ACA (Major Medical) - A Full Picture](https://licensing.americanally.com/start/aca) - [2. When to Recommend ACA](https://licensing.americanally.com/start/when-to-recommend-aca) - [3. Short-Term Medical (STM) Plans](https://licensing.americanally.com/start/short-term-medical) - [4. Health Share Plans](https://licensing.americanally.com/start/health-share-plans) - [5. How We Compare — Our Competitive Advantage](https://licensing.americanally.com/start/how-we-compare) - [6. 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[Academy](https://licensing.americanally.com/start?hsLang=en) 2. [Sales Training](https://licensing.americanally.com/start/sales-training?hsLang=en) # Office Guidelines & Procedures These standards ensure that our workplace remains professional, productive, and positive for everyone. Each team member plays an important role in maintaining the environment, culture, and client experience that define our company. --- #### **1. Attendance & Punctuality** - **Arrival Time:** Employees are expected to arrive and be ready to begin work by **9:00 AM**. - **Running Late:** If you anticipate being late, you must text your manager as soon as possible. - **Consistency Matters:** Regular attendance and punctuality help the team operate efficiently and maintain professionalism. --- #### **2. Workspace Cleanliness & Organization** A tidy workspace reflects professionalism and respect for our shared environment. - **After Eating:** Clean your desk and eating area after meals. Cleaning supplies and paper towels are available in the kitchen. Please wipe down desk surfaces, kitchen counters, and the inside of the microwave after use. - **End of Day Reset:** Before leaving, make sure to: - Rinse cups/dishes and place any used dishes in the dishwasher. - Clear your trash. - Tidy your desk so it’s ready for the next workday. - **Friday Afternoon Reset:** Before leaving for the weekend: - Clear all trash (chip bags, old paper, wrappers, etc). - Clear all dishes and cutlery (rinse out cups, place in dishwasher, take personal dishes home). - Wipe down your desk. - Clear old food from the fridge. - **Shared Responsibility:** Keep common areas (kitchen, conference room, etc.) clean and organized for everyone’s use. --- #### **3. Professional Appearance & Hygiene** We represent our company through our appearance and presentation. Maintain a **professional, business casual** standard. - **Dress Code:** Clean, wrinkle-free clothing appropriate for a professional office. - **Examples of acceptable attire:** Polo or button-down shirts, blouses, dress pants, un-ripped jeans, khakis, knee-length skirts, closed-toe shoes. - **Avoid:** Ripped jeans, tank tops, flip-flops, overly casual wear, or clothing with slogans or statements that could be distracting, offensive, or unprofessional. - **Personal Hygiene:** - Arrive with a clean appearance: face washed, teeth brushed, and deodorant applied. - Maintain overall grooming to ensure a professional impression when interacting with clients and coworkers. - Always wear clean, fresh clothes to the office. --- #### **4. Attitude & Team Conduct** We value a positive, respectful, and collaborative environment. - **Positive Mindset:** Leave personal frustrations or prior-day issues at the door. Start each day ready to engage and contribute. - **Wellness & Accountability:** If you’re struggling personally or feeling off (physically or emotionally), communicate with your manager (**Nick Klusmeyer**). We’re here to support you. - **Professional Interaction:** Speak respectfully to all team members. - Avoid condescending tones or negative commentary. - Treat everyone (teammates and clients) with kindness and respect. - **When On A Call In Shared Spaces:** Keep speaking volume low, so as not to be heard on another agent's call. - **Durring All-Hands Meetings Or Announcements:** - Give full attention to the speaker/presenter. - Put away cell phones or gaming devices. - Take notes if needed. --- #### **5. Call & Meeting Recording Policy** To ensure accountability, collaboration, and training opportunities, all **Google Meet sessions** must be recorded, and all **calls and SMS messages to leads, clients, or former clients must be made through Aircall** so they are automatically logged and recorded. **Purpose :** Recordings allow for more personalized training (e.g., delivery, objection handling), documentation of decisions, and better coaching. **Privacy Reminder:** Always inform attendees that the Google meeting is being recorded at the start of the session. - **How to Record a Google Meet:**  - **Join or start** your Google Meet session. - At the bottom right, click the **three dots (⋮)** and select **“Manage recording.”** - **Uncheck** “Take notes with Gemini.” - **Check** “Also start a transcript,” then click **“Start recording.”** - When finished, stop the recording. The file will be saved to the meeting organizer’s **Google Drive** in **“Meet Recordings.”** You’ll also receive an email with a link. - **Forward** the email with the recording link to your manager with a brief note on the meeting’s outcome. - If a customer declines recording, **pause/disable recording** and **escalate** to your manager for next steps. - **Aircall Requirement: Calls & SMS:** All voice calls and SMS messages to leads, clients, or former clients **must** be placed and sent **through Aircall** (desktop app, mobile app, or browser extension). Do **not** use personal phones, carrier SMS, iMessage, or other tools for business communications. Follow the instructions to use Aircall in the [Aircall training module](https://academy.americanally.com/start/aircall). - **If Aircall Is Unavailable (Outage/Emergency Only):** Use an alternate method **temporarily**, then: - Document the communication in the CRM immediately, and - Notify your manager. - - - Resume Aircall as soon as service is restored. - **Compliance & Etiquette** - Respect **Do-Not-Call**, opt-out, and **TCPA**/consent rules. - Follow SMS Guidelines in the [Texting training module](https://academy.americanally.com/start/texting). --- #### **6. Customer Service Standards** Customer interactions define our brand and reputation. Always maintain composure and professionalism. - **Respectful Communication:** Never raise your voice, use disrespectful language, or act unprofessionally toward a customer. - **Escalation Protocol:** If a customer situation becomes heated or you feel unable to remain calm, **immediately pass the call or conversation to Nick or Ben**. - **Mindset:** Assume positive intent. Speak about customers and leads with respect, even in challenging situations. --- #### **7. Integrity & Professional Ethics** Our team operates on trust and fairness. - **Lead & Deal Ownership:** Never take or claim another agent’s leads, deals, or referrals. - **Listening for Names:** If a lead mentions another agent’s name, refer that lead to the appropriate person immediately. - **Mindset:** Always act in good faith and uphold the highest standards of honesty with teammates, clients, and partners. --- ### **Remember:** Professionalism isn’t just how we act - it’s the combination of **attitude, appearance, accountability, and respect** that defines who we are as a company and as individuals. - [Licensing](https://licensing.americanally.com/start/licensing?hsLang=en) - [Modules 1-4](https://licensing.americanally.com/start/modules-1-4?hsLang=en#main-content) - [Module 1](https://licensing.americanally.com/start/modules-1-4?hsLang=en#module-1) - [Systems](https://licensing.americanally.com/start/systems?hsLang=en#main-content) - [Google Workspace](https://licensing.americanally.com/start/systems?hsLang=en#google-workspace) - [HubSpot CRM](https://licensing.americanally.com/start/systems?hsLang=en#hubspot-crm) - [Aircall](https://licensing.americanally.com/start/systems?hsLang=en#aircall) - [New Era Portal](https://licensing.americanally.com/start/systems?hsLang=en#new-era-portal) - [Industry](https://licensing.americanally.com/start/industry?hsLang=en) - [Offerings](https://licensing.americanally.com/start/offerings?hsLang=en) - [Sales Training](https://licensing.americanally.com/start/sales-training?hsLang=en) - [Support & Resources](https://licensing.americanally.com/start/support-resources?hsLang=en) - [American Ally](https://licensing.americanally.com/start/american-ally?hsLang=en) - [Module 2](https://licensing.americanally.com/start/module-2?hsLang=en) [![American Ally Horizontal Logo](https://licensing.americanally.com/hs-fs/hubfs/American%20Ally%20Horizontal%20Logo.png?width=437&height=75&name=American%20Ally%20Horizontal%20Logo.png "American Ally Horizontal Logo")](https://americanally.com/) [mailto:support@americanally.com](mailto:support@americanally.com) Copyright © 2025, American Ally Holding, LLC