with your favorite social networking sites.
I believe the new generation of insurance agents are strategically
shifting from order-takers to value-givers. Instead of collecting information and spitting out figures, they are adding
value beyond price to the insurance seeking and buying process.
increasing commoditization of insurance (shocker I know, but the public
actually believes those TV ads) and the changes in distribution methods (such
as direct to customer via Internet or phone), insurance professionals have a
choice to make:
Make yourself memorable and valuable or be forever
to have surrounded myself recently with several agents (both virtual and in
real life) that are bucking the trend and establishing themselves as
value-givers. Little by little, I'm adopting some of their methods. I like it. And it's
these are not what I call the “bare minimum” levels of customer service- such
as returning a call when promised, being flexible and offering multiple
communication channels. If you're not reaching at least the bare minimum,
you're not ready for what I'm going to say. Stop reading and go back to square one. NOW. Then come back and read. I'll still be here. :)
Here are some ideas to provide value to your customers
Most of these ideas can be done at little to no cost. The real cost here is your
are just a few ideas- I hope the industry has many more.
How about you? What's working at your agency?
Let's share and help each other out. Better yet, let's rock the industry. It's
Dig it. Excellent article...SOOOOOOO TRUE! Provide or die.
Donna- thank you for the kind words. I am grateful to surround myself with many insurance professionals who share the same mentality and are slowly turning industry perceptions around. You're in that group for sure!
This kind of attitude is a great example of why we love working with smaller carriers. We believe that great, efficient customer service is always within reach -- it just takes a little creative thinking sometimes.
I like the way you think. If anyone decides to start a newsletter I'd also suggest you commit to it. Agents often think that recipients will start calling them asking for quotes and commenting on the articles after one or two issues. That may happen but you shouldn't count on it. The main purpose of your newsletter is to build your brand awareness, establish your credibility and expertise and show recipients that your are a long-term, reliable resource. In the long run your customers become more trusting and your prospects are more inclined to do business with you.