Insurance Follow Up: How Many Times Should I Follow Up With a Client?
As an insurance agent, following up with customers is part of our day-to-day tasks, and we can spend a ton of time trying to track down customers.
“Do yourself a favor, limit your follow ups, limit your time spent on follow ups so you can focus on cross-selling and following up a new business, and that way your clients respect you, and respect what you’re doing”
But there’s always this big question: how many times should I follow up? Our answer may surprise you, because we think that in order to be a Ridiculously Amazing Agent in 2021, you really need to be limiting your follow ups, and limiting your time spent on them. Here’s how you should be tackling your follow ups:
1.Make sure you’ve got a handle on your “professional voice”
This may sound obvious, but in our experience, far too many agents actually are not using their best professional voice. Instead, they’re using a “sweet customer service voice,” saying things along the lines of “When you get the chance, if you could, if you don’t mind, would you give us a call back?” This sort of phrasing and tone is never going to get anything done. Instead of this sort of voice, try something closer to a “mom clean your room voice,” which is more direct, and specific.
2.Always include deadlines in your follow ups
When we’re doing follow ups, it’s important to be clear and specific with deadlines. You can tell your customer this is your second request, third request, and final request, for example. You should also be clear with when a customer needs to call you back by. And by the way, this deadline should not be the absolute last minute that you can accept it, but instead, should be a date that it’s acceptable for you to process the request, without bending over backwards.
3.A call-to-action & result are also necessary
Now that you’re using your professional voice and including deadlines, make sure you also include a call-to-action, and what the result will be if the customer doesn’t follow up. So all-in-all, your call can sound something like this; “It’s my final attempt to reach out to you, as we discussed, I need the report card for Timmy, or your discount is going to fall off tonight, which means your rate is gonna increase $150.” Being clear with the deadline, attempt number, the consequence, and the necessary steps, will help drive results.
As an insurance agent, it can be all-too-easy to fall into the trap of following up with clients again and again, because we want to provide the best service. But it’s also important to master our own insurance time management, and we’re never going to get there if we spend so much time chasing down our clients.
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