Customer satisfaction is one of the biggest things we can strive for in the insurance industry. Every agency aims to offer customers a unique and positive experience. Here are a few things you can work on to help ensure that your customer interactions are truly a memorable experience.
Learn the Basics
When you are dealing with a client or potential client, make sure to learn their names, and use them in the conversation. It will help to break up the sales environment and make your chat feel slightly more casual.
Once you’ve got their name, make sure to pay attention to any additional information they give out, such as children’s names, spouse’s name, special dates coming up, what they like/dislike, etc. Honestly, just genuinely listen to them. You want to develop a relationship with the contact. Remembering personal information about them, such as a child’s name, and mentioning it the next time you meet will help move your relationship beyond a purely sales interaction.
One of the biggest things you can do after you’ve already started to develop this relationship is to continue to offer valuable content to them. Some agencies will do this with a newsletter or occasional email blast. The biggest thing here is to make sure it is giving them needed content. Do not send off a blast that just screams BUY FROM ME. It could reverse some of the relationship progress that you are working so hard to foster.
Make it Even More Personal
There are many ways to make your business even more personal (link to previous blog), but, by using some of the information you have on the customer, you can really go above and beyond the call of customer service. Birthday cards are always a popular thing to send out; a little reminder that you remember can go a long way with clients. For that more instant pull, send a welcome gift after you’ve met with them such as a small basket with a tiny treat. It doesn’t have to be anything luxurious. These small acts may just push your service above others and really make you stand out. With a little effort, you can create clients for life.