Email has taken over as a mainstream method of communicating with clients. It’s convenient, quick and efficient and automatically syncs with most management systems! Just like any form of communication, it’s as good as you make it. So how do we outline ridiculously amazing service email? Well, let us help you and your team.
Determine if Email is the Right Method of Communication
Email may be the most efficient for you but is it the best for the client? For example, if the client is getting cancelled for underwriting reasons an email may not adequately help alleviate the client’s concerns. Also, if the matter is very complex in nature, avoid an email all together as the client may not understand your point and it can cause an email war. In either of these situations it is OK to email them to alert them that you need to speak with them and ask for the best time to connect.
Greeting
Make sure you greet the client like you would on the phone. Avoid cold email openers like “Greetings” or “Hello”. Instead try “Good Morning Kelly”. Make it personal friendly and warm.
Opening
Start with the small talk. Don’t dive into the issue. Remember you want to appear friendly, kind and interested in their life. Basically avoid being the IRS or DMV! You may want to mention some of the following:
- Holidays
- Their Children
- Weather
- Sports
- Community Events
- Their job
Something along the lines of:
Good Morning Kelly;
I hope you, Roxy and Andrew are doing well this holiday season. Over here at Agency Performance Partners we are excited for our annual holiday party this Friday. Hopefully you have some fun Holiday plans as well.
See how awesome that sounds!
Meat and Potatoes
You can now enter in on why you are emailing them. Generally it’s going to be an answer to their question or to deliver some news. Try to include these three items in the reason for the email section:
- Identification of the problem/solutions
- The steps you are taking on the matter
- Clear expectation setting of the next steps
This may look like:
Good Morning Kelly;
I hope you, Roxy and Andrew are doing well this holiday season. Over here at Agency Performance Partners we excited for our annual holiday party this Friday. Hopefully you have some fun Holiday plans as well.
I was hoping to connect with you on your husband’s Mustang. Since you have added in those additional parts the underwriter with your current carrier is struggling with making the vehicle a fit for their program. The good news is as an independent agent we have multiple carriers. I have submitted the vehicle to additional carriers for you. In addition, I’m working with the head of underwriting at your current carrier to find a solution. Don’t worry, you currently have coverage and I’m confident we will have an answer soon. I’ll be back in touch with you within the next two days* to follow up on some options.
*Put a suspense in your management system so you don’t forget!
See how nice that sounds, rather than “You’re being cancelled call me!”
Invite them to Contact You
This is critical depending on what’s happening. They may have questions and want to chat with you. You want to encourage that, so they can call you first. When they call you, they aren’t calling your competition. Let’s add to our email:
Good Morning Kelly;
I hope you, Roxy and Andrew are doing well this holiday season. Over here at Agency Performance Partners we excited for our annual holiday party this Friday. Hopefully you have some fun Holiday plans as well.
I was hoping to connect with you on your husband’s Mustang. Since you have added in those additional parts the underwriter with your current carrier is struggling with making the vehicle a fit for their program. The good news is as an independent agent we have multiple carriers. I have submitted the vehicle to additional carriers for you. In addition, I’m working with the head of underwriting at your current carrier to find a solution. Don’t worry, you currently have coverage and I’m confident we will have an answer soon. I’ll be back in touch with you within the next two days* to follow up on some options.
I’m here for you if you have any questions. You can reach me at PHONE NUMBER. I’m here between 8:30-5:00, Monday thru Friday and I am happy to help answer any questions you may have.
Wrap Up
You want to end on a positive note. That ties the entire email together!
Good Morning Kelly;
I hope you, Roxy and Andrew are doing well this holiday season. Over here at Agency Performance Partners we excited for our annual holiday party this Friday. Hopefully you have some fun Holiday plans as well.
I was hoping to connect with you on your husband’s Mustang. Since you have added in those additional parts the underwriter with your current carrier is struggling with making the vehicle a fit for their program. The good news is as an independent agent we have multiple carriers. I have submitted the vehicle to additional carriers for you. In addition, I’m working with the head of underwriting at your current carrier to find a solution. Don’t worry, you currently have coverage and I’m confident we will have an answer soon. I’ll be back in touch with you within the next two days* to follow up on some options.
I’m here for you if you have any questions. You can reach me at PHONE NUMBER. I’m here between 8:30-5:00, Monday thru Friday and I am happy to help answer any questions you may have.
We will make sure we find the right fit for your Mustang. You just need enjoy driving it while we take care of the insurance part.
Have a very happy holiday and I’ll talk to you on Wednesday.
See how easy it is. A little effort goes a long way. Feel free to share this with your entire team!
