How to Fire A Client Decelerate Service
Figuring out how to fire an insurance client is never easy, but it’s usually necessary at one point or another. Our next tip in this series about how exactly to fire an insurance client involves deceleration. This is a kind of “behind the scenes way” to slowly wind down their services, and encourage them to look elsewhere.
“When we put them to the top of the pile because maybe they’re a little spicy or snarky and we just don’t really wanna deal with them, we’re training them that that’s what they have to do. If they bark louder, they get faster service and then we push away the nice people. So you can decelerate service, put them to the bottom of the pile, set their expectation, use your words. “
In short, you can decelerate services by not jumping through every hoop, and by putting them last in line. You can also encourage these customers to look elsewhere, and we’re also going to stay focused on not encouraging them to keep calling.
For example, many clients that you are trying to run off the book are high service, and they need a whole list of things when they call in. When this happens, instead of dropping everything to get to them right away, instead say “Oh, I’m sorry, we won’t be able to get to this for a couple of days. Maybe the agency down the street can help you with this reshopping.”
When we put them at the top of the pile because they’re spicy, snarky, or because we don’t want to deal with them, we train them that this is what they have to do. If they bark louder, they get faster service, and we push away nice people.
So you can decelerate service, put them in the bottom of the pile, set their expectations, and use your words. Be very clear about how long things are going to take, and by encouraging them to look at other agencies. This old “it’s not you it’s me” internal strategy simply involves you just not being your personal best. In certain situations, it’s a great strategy.
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