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Insurance Consultant Tip: How to Know You Give Great Service

Insurance Consultant Tip: How to Know You Give Great Service


If you read my Tuesday blog on giving great service, you maybe wondering… do we give great service or do I just think we do? The answer is probably you give decent service inconsistently. Unless you have clearly outlined what great service is, generally everyone will have their own inconsistent way of handling service. There are some easy ways you can verify your service.

Record Incoming Calls: Yes you can do it! Your phone service can help you set this up or you can even get a new recorded phone number to put on your website or in your email signatures, (check out for details). Now you may be thinking this is too big brother, or what will my staff say if I am monitoring them. The reality is when I call my dentist an car dealership I’m being recorded. This is more common than ever! As a business owner, you have to know what is happening rather than thinking you know. I have worked with many clients on listening to calls, just to warn you it’s generally a 2 drink minimum to get started but the change it can bring is remarkable.

Secret Shop Your Team: One thing we do at Agency Performance Partners is secret shopper calls. Let me tell you, many of the agencies that thought they gave great service have had some eye-opening experiences. Everything from no one is available to give you a quote to no one picking up the phone. This is a healthy experience to really test your service team. It will help you know your response time and better align your team.

Poll Your Team: In our Agency Performance Assessment(TM)  we ask your team several questions about the service they provide. Two great questions you can start with are: “What do you do when someone wants a copy of their loss runs or declaration page?” and “What  exactly do you do when someone wants to cancel?” The answers may push it to a three drink minimum because the majority of the responses I see aren’t what you as an agency owner would want to happen.

The reality is that if your team doesn’t have a clear guideline of how you want service handled they are each handling your customer the way they see fit. We love to help agencies work on the customer experience, but it starts by knowing clearly what is currently happening!

Kelly Donahue Piro

Kelly Donahue-Piro is a game changer in the insurance industry. As the Founder and President of Agency Performance Partners and Co-Founder of the sister marketing company, Agency Appeal, she’s an in-demand speaker at regional and national insurance conferences and a social media and digital marketing trailblazer. READ MORE

Our agencies tell the story

“Kelly had some awesome tips and is very knowledgeable on the subject. Love how she is also very down to earth and easy to talk with!”

Lindsey Hamm

Welsh's Insurance Agency

“I think this process was very beneficial and I think we are in a position for a very strong year and the future is very bright. I was able to take account of myself through our interviews and discussions and have found many areas in which I personally need to improve. You have also given me a sense of direction going forward to be a better boss, person and mentor to our staff.”


Preferred Insurance Center

“Great to work with ! Very understanding of the initial frustration and trained/encouraged us on how to handle the change in work processes.”

Kelly Nielsen

Customer Service Agent
Sheets, Forrest, Draper

“I feel your visit to our agency was very beneficial. For me, it was like a therapy session and the Amnesty Day was a great idea. I feel refreshed and I have a much better attitude. The attitude of the entire agency has improved immensely. I think we are striving to work more as a team. We are trying to be more encouraging to each other and to applaud each other’s accomplishments. Thanks for being a nice, caring person!”

Phyllis Buening

Preferred Insurance Center

“We are so grateful for you and all you have done to help our agency and our team. We are all now part of the big picture and it has changed the whole dynamic for the better. APP Rocks!!!!!”

Maegan Burbank

Insurance Specialist

“I want to thank you for stopping by the office, evaluating, listening and hearing us. I feel like the mood of the office has improved 100%. I also feel appreciated. We will have some hurdles to overcome, but I think we should get through them. The Tigger has been passed around a bit.”


Account Manager
Preferred Insurance Center

“I’m glad you came out to talk to all of us. It seems to have helped the attitude in the office. Still have our moments, but much better. Dan has improved, also. He seems to be listening to us more and getting our input. Thanks for your help.”


Account Manager
Preferred Insurance Center