Customer Service In Insurance: Insurance Service Call Quality
Does customer service in insurance impact retention? Our next series is going to be all about driving home your agency’s retention. Retention is critical for insurance agencies, but at the same time, many agencies struggle with retention. That’s because as you grow, it’s hard to replace what you’re losing. In order to boost retention, you need to be focusing on ways to keep clients happy. One big way is with insurance service call quality.
“When clients see you as nothing more than an intermediary, someone they bought from once and they’re not gonna hear from again, or when they have to call and it’s a hassle or a challenge, no one thinks that’s exciting today.”
How is your insurance service call quality? When a customer calls you, it’s pretty likely that call is not something they’re looking forward to. Who wants to spend time on the phone with an insurance agent? But these calls present you with an excellent opportunity, if your goal is to make each interaction the best call of the day for your client. Here’s why:
People typically call for a reason
When a customer calls your agency, it’s usually because they have a question, a problem, or a need. But just because they’re calling you with this very specific purpose in mind doesn’t mean the call has to be a drag. If you’re intentional, and focusing on deepening the relationships with your clients, you’ll take advantage of these calls, and actually make it the best part of their day.
Don’t love the oil change, but love the garage
Think of it this way: you don’t have to love getting an oil change, but if the garage where you go has an office for you to work in while you wait, and puts sweet touches on your car (like candy in the cupholders), then you’ll end up loving the place. It’s possible for your customers to love calling you, and for them to be willing to even pay higher premiums for your service, because of how much they love coming to you.
Deep relationships outlast fluctuations
Agencies as a whole tend to cite price as a crutch far too often for retention issues. But the truth is that you can’t always have the lowest rates, and you probably don’t even want that to be the case. If you have a deep relationship with your clients, they’ll be willing to hang around for reasonable price fluctuations, even if their policy isn’t the cheapest around.
In order to come up with ways to increase insurance service call quality at your agency, you should huddle with your own employees to discuss which wrinkles your customers face. That way, you can come up with a totally customized way for your team to make client calls the best part of that customer’s day.
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