Insurance Service Phone Time
Our next insurance false belief is something we hear all the time in insurance agencies, and it’s the idea that clients don’t want phone time with you. We hear this time and time again in agencies, and the truth is, when it comes to insurance service phone time, how do you know for a fact that clients don’t want to be on the phone with you? Most of the time that idea is not actually based on fact, and when someone calls in to make a payment, they’re not expecting the call to be any particular length of time. While they’re not expecting a laborious process, they don’t expect that call to be a certain duration. Here’s what else you need to know about insurance service phone time:
“My inclination is when people here say “They don’t want to be on the phone with us” the real story is actually ‘I don’t feel like I have time for that.”
There Are Two Types Of Time
Many agents say that they don’t think clients want to be on the phone with them, but in reality, they might be saying something differently. Because there are two types of time we’re talking about: the client’s time, and the agent’s time. Many people who say that clients don’t want to be on the phone with them in fact mean that they don’t want to be on the phone with the client for all that long. And that’s because many times agents are focused on transactions, instead of outcomes, and they’re looking to get through their pile of papers as quickly as possible.
Doing It Wrong Costs Time
We need to shift our perspective away from being transaction focussed, and instead stay focused on the business of outcomes. Even if it’s 4:30pm on a Friday, you should still take the time on the phone to educate your clients of their options, instead of rushing to process their transaction as quickly as possible. The problem with only processing transactions is that we often cut corners, which can lead to more mistakes, ultimately costing us more time. We mentioned in another video the idea of doing things fast versus doing things right, and this definitely applies here.
The truth is that if you’re buying a new vehicle, you don’t have an expectation that it’s going to be done in 30 seconds. Clients don’t have an expectation about how long they’re going to spend with you on the phone, and we should work to reframe our mindset around insurance service phone time.
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