In our house we don’t have cable any more for one reason. I couldn’t stand one more insurance commercial. Their marketing is so good I actually liked them and then immediately remembered I hate them. All across America right now there are insurance commercials on TV. Pigs, Price Guns, Mayhem, Flow. You name it; it’s on TV right now. So if you see it, guess what, your current customers see it too. There is a reason Geico is spending more on advertising than Nike, McDonald’s and Coke. To get to your customer.
That means that every service call has to be an attempt, both inbound and outbound, to get your customer to ignore these attacks. They have to love you so much that even the cutest of lizards won’t faze them. There is one way to make sure that at the very least the customer calls you first rather than your competitor. We need to sincerely thank the customers.
I’m not talking about the rude waitress thank you, or thanks. I mean a pause, heartfelt thank you from your team to your customers. We don’t get thanked nearly enough for our business. I go to the same grocery store and they have never thanked me for the massive deposit I give them every month. Stopping and practicing gratitude brightens both the day of your customer and your team.
Objective 2: Sincere Thank Yous
You have customers that have been loyal to you for years. Have we ever really thanked them? We have to put this in the perfect call. I recommend the service team member to stop and say “You know what Mrs. Piro, I was looking at your account and you have been a customer with us since 2007. I just wanted to let you know how much I appreciate you allowing us to be your agent. I know there are choices out there and if you need anything, you make sure you call me first. Thank you for your loyalty to XYZ Agency.” See, that’s not so hard and it sounds kinda pretty.
If you want an A+, send a handwritten thank you note in the mail too. People love to get something other than bills from their insurance agent. This is a game changer. I’m telling you, your team will see improved customer morale and they will feel grateful for their customers. Our next objective is a quick account review.
