So let’s me just tell you I have been a customer to the same agency for 5 years. I know. Kinda awesome right?! Well when the agent first sold me, he found all sorts of things I needed protected that I didn’t know could be issues. But 5 years has gone by… do you think I have new needs now? Most definitely!
My pit bull is on my trampoline in my new pool…. Kidding!
People have an agent to tell them what they need. But if we sell them then leave them, they have no idea. My 65 year old retired school teacher mother has no idea she needs an umbrella policy. But she does. Also, people update their homes, security systems, roofs, etc. These can give the customer big discounts they didn’t know about. Every time the person is on the phone we need to conduct a mini account review. This is not about you, it’s about them.
Objective 3: Mini Account Review
Here are some great questions to ask:
Is there anyone new living with you?
Are the following people still driving your vehicles?
Did you get any new toys?
Any additions to your home or repairs?
Let’s do a quick check of your discounts…..(this will vary by carrier)
Also, I know you said you work at XYZ, let everyone know there that we can help them too!
See how we snuck the referral request in there? Genius! This shows you care enough to try and find discounts or updates to their policy. It builds trust and loyalty. Most of the people will need to slow down to speed up. Doing this helps you save accounts today rather than try to win them back later on.
Take your time!
Our last objective is account rounding, super important and often overlooked!