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New Podcast: Why Don’t Clients Return Your Calls (And How Much Time is That Wasting?)

On this episode of The Ridiculously Amazing Insurance Podcast, Dave and Kelly discuss effective ways to follow up with your clients in ways that make them actually want to talk to you.  Since insurance is not on the top of everyone’s mind, clients often do not even remember their agent’s name, and when they do get a call from their agent, they assume that it can only be bad news.  Studies have shown that client retention rates are much higher in agencies that place proactive renewal or marketing calls to their existing clients than when agencies take a hands-off approach and only reach out when there is an issue with the client’s policy.

A key question to consider within your agency is “How many people know who they want to talk to within the agency when they call the main number and talk to the receptionist?” The answer to this question is a great indicator of the level of relationship that your agents are developing with their clients. And we all know that a deal-breaker in any relationship is the classic “over-promise, under-deliver” mistake.  As an agent, be intentional to call the client back when you say you are going to call them back, respond to their emails, be available for client calls or visits during the typical lunch hour, and talk to your clients using positive language, tone, and infection.  Additionally, set service standards for yourself regarding typical callback times depending on what time of day the client calls and communicating clearly with the client about the status of their request and how much longer it will take for them to get an answer, even if that means they have to stay on hold for 5 or 10 minutes.  You will find that a lot of clients would rather have one 10-minute phone call with you right now than one 5-minute call now and one 5-minute call when you get their final answer.

Be sure to listen to next month’s episode featuring a very special guest and an announcement! And check out Dave’s latest e-book here:

April 2018 E Book (1)

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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