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: