Does your insurance agency’s greeting sound like this?
“Insurance.”
“Hello.”
“What do you want?”
OK, so I’ve never actually heard that last one, but you may as well be saying that if your initial call greeting is anything other than amazing! I know it’s super cliché but you really never do get a second chance to make a first impression. In addition to that, you must take advantage of the opportunity to make second and third impressions just as welcoming and open as your first.
So, whether it is a new prospect calling into your office for the first time or a 20-year client calling with an issue, the way the phone is answered in your agency can go a long way to dictating the result. That new client wants to feel welcomed and that existing client that may be calling with an issue can have their attitude dramatically improved or deteriorated based on the greeting.
There are two components to the greeting. First, you have the actual words used; these are very important. Second, you have voice tone; this is absolutely critical.
First, the easy part. Creating a standard greeting has two major positives. It creates consistency and ease. No matter who is answering the phone or for what reason, without even thinking they can start the client off the same way. This also helps tie your greeting to your brand which is something we preach when creating our Branding Guides for insurance agencies. Are you over the top (“It’s a great day at…”)? Are you humble (“Thank you for calling…)? Or are you welcoming (“Good morning…”)?
I also strongly recommend using the name of the person answering the phone call. I know there are a hundred bad excuses why agencies do not do this, but the ability to create a person on the other end of the line outweighs them all. Some examples of scripts that I’ve seen work are:
- It’s a great day at ABC Agency, this is Dave, how may I help you?
- Thank you for calling ABC Agency, this is Dave, how many I be of service?
- Good morning, this is Dave at ABC Agency, how may I direct your call?
Now comes the more difficult and important piece – using the greeting with meaning and the appropriate level of excitement. If you are committed to using the “It’s a great day” greeting, you better back those words up with an extremely high level of excited. If you are thanking them for calling, there better be sincerity in your voice. While I hate to encourage a negative voice tone, a neutral one is even worse! Let’s skip both of those and go with positive.
Creating a standard and effective greeting is just one component of our APPX programs.
If you’d like to learn more about our programs send us a message – we would love to get to know your agency!
