Have you ever called into Verizon or maybe your credit card company? Have you noticed that theycreate rhythm on every call? There are some points you are going to get asked on even if it’s not relevant to your inquiry. As you are operating a service business, just like Amex or Verizon, you have todrill into your team the perfect call.
In many of my training you will hear about the 4 and Score Perfect Call. For sales, this means you shouldn’t walk away without talking about 4 policies. In the service world, this is the 4 things you must do on every call. I’m sorry I just don’t care how busy anyone is, these are necessities to run the agency efficiently 2 years from now not 2 minutes from now. I’m writing a 4 part blog series on my 4 and Score Perfect Call method of service calls. So read all 4, will ya?
I work with many agencies to get the 4 and Score Perfect Call mentality drilled in. It takes some time but we have to use every call as an opportunity. It’s an opportunity to educate the customer, to update contact information and even better protect them. Being an insurance order taker is no fun. We need to morph into insurance superheroes on every call.
For my readers out there, I want to give you the 4 and Score Perfect Phone call.
Objective 1: Update and Confirm Contact Information
On every freaking call. Every time, no excuses. Just because someone didn’t have an email 5 years ago doesn’t mean they didn’t since then have a grandkid and this is the direct route to get real time pictures from the parents. Also, remember you need an email to do just about anything, even to have a SmartPhone. My 87 year old grandma emails. We want to confirm all contact information. Its 2015, people don’t have home phone numbers any more. Imagine this; you want to do a book roll when you realize 40% of your phone numbers are bad.
Uh ohhhhh, wish you confirmed contact information on every call now! You want your team confirmingthe following:
Phone
Cell Phone
Address
They can even use a great script like, “Great, before we get started, can you confirm your email address? Also, is this your accurate phone number? We find most people prefer to be reached on their cell phone, what is your cell number?” Easy, easy. If your management system struggles to allow you to have a few screens open, write it down!!!! You need to make sure you tell your team all the reasons why this is critical:
Late payment calls are hard to make when you don’t have a working number
Book Rolls
No email address means we have to call them about everything!
Having accurate addresses is important. Sounds crazy but send a letter to your whole book and watch what gets bounced back
You can’t monitor what you can’t measure, right? You need to be looking at the email and cell phone penetration rates in your management system. It’s easy. Pull a year’s worth of renewals, export it to excel and sort by email addresses. You will quickly see how many you have and how many you don’t have! Now you can’t get away that easily. YOU also have to do it on every phone call. Remember monkey see, monkey do!
Check out our next blog on Objective #2: Thanking People for Their Business.
