Your customers are valuable. The only reason you have an agency at all is because of your customers, and their needs and wants must come first. Eighty-nine percent of consumers have stopped doing business with a company after experiencing poor customer service. It is important to focus on this key element not only make new customers but to retain existing customers.
The most successful agencies know that we can no longer tell our clients what blanket policies they need – one size does not fit all. Every family has different needs, wants and future goals. The most effective way to meet your client’s needs is to have a face-to-face meeting with them on a regular basis.
I have worked with thousands of agencies all over the world, and found that the top producing agencies meet with their clients in person at least one time each year, and touch their clients through phone, mail and email at least seven times a year. This may sound like a lot, but you must remember, you can’t help a customer too much.
Here are five ways I’ve learned to make sure that your meetings are effective for both you and your client:
If you’re not really listening you’re not truly hearing exactly what your customer is asking for and therefore you’re not attending to their needs. Listen to key phrases so you can properly offer the correct coverage. When you hear expressions like “self-employed” or “remodeling our home” these are some cues that might indicate a need for a change in coverage.
2. Ask, Don’t Tell
Ask questions about your customer’s future goals and plans. Is he concerned about college cost? Is she saving to build or buy a new home? Don’t tell the customer about the policies you want them to buy, instead ask the right questions so you can recommend the right coverage.
3. Never Assume
As agents, sometimes I think we tend to make too many assumptions. We may assume that because a customer lives modestly, he has no money to invest. We assume everything is fine when we don’t ask. Assuming will always come back to bite you in the end.
4. Remember Customer is King
Our customer’s needs and wants should always come first. We have opportunities to do this every day and we should make sure we capitalize on every opportunity.
5. Keep Your Promises
I’m a firm believer in always going above and beyond the call of duty. But be careful to never promise to your customers more than what is possible. Once a promise is made, make it your personal commitment to always come through with both large and small promises. If you tell a client you are going to get back to him today, you must get back to that client that day. These small kept promises build your credibility and ultimately, make it easy for your customer to trust you.
Your customers are a valuable commodity and should be treated as such. Putting these systems into place to make sure your customers are satisfied is the key to customer loyalty. You can never help your customer too much.
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