09 Sep 5 Ways To Optimize Your Client Service Practices
As every insurance agency knows, scaling business is essential and a portion of that business growth comes from satisfied clients sharing their experiences with others. Additionally, client retention is critical. In order to grow and retain, insurance agencies must have strong, positive client service practices. From the initial sale to handling claims, client relationships are key to building loyalty, encouraging referrals and scaling success. The following 5 client service practices can help your agency get off on the right foot and continue building strong client relationships.
Even better? When you work with a lead partner like ZipQuote you’ll have the benefit of quality leads that convert.
#1. Personalize Your Client Interactions So Each Client At Your Insurance Agency Feels Special
Every client requires a unique approach. A family adding teenagers to their policy needs a different policy and conversation than a client over 55 planning a move and wondering how their coverage may change. These personalized interactions can create trust and build loyalty with consumers. A customer relationship management (CRM) platform can help you keep track of prior client interactions, lifestyle changes and policy updates so everyone on the team can offer the same personalized, specific attention to clients.
#2. Work With Your Agency Team To Offer Clients The Best Solutions
Speaking of teamwork! It’s essential that the team all work together to understand the best policies and solutions offered at your insurance agency, so when it’s time to close a sale, settle a claim or manage client service issues, everyone is on the same page and offering the same information and quality of care. This can begin with the customer success team at ZipQuote, who are ready to offer best practices, training and support from the very first lead.
#3. Keep Building And Improving Your Client Service Skills
Spend time honing your client service skills and refining the best practices that retain clients and encourage new policies. Even if you’ve been in the insurance business for decades, refreshing your understanding of the service today’s customers want is an excellent way to stay in front of the competition. Whether it’s webinars, an online course or an expert blog or book, continuing to learn will only help your client service skills.
#4. Be An Active Listener During All Interactions At Your Insurance Agency
Everyone appreciates being heard, and the clients and potential clients at your insurance agency are no different. Be an active listener during all interactions with your clients and treat their issues with care and respect, including asking follow-up questions, not rushing your clients and repeating back their questions when necessary for clarity. An active listener will lead to clients sharing more, allowing you to be able to better understand what they truly need and potentially uncover additional sales opportunities.
#5. Maintain A Positive Attitude And Use Positive Language
When someone calls their insurance agency, it isn’t always for a good reason. They may have had an accident or a change of life circumstance that is sensitive or stressful, and the first thing you should do is offer positive support, empathy and actionable language. A client who feels you care and that you are going to help resolve their problem will feel more respected and likely to share their experience. A lead provider like ZipQuote can help you find the quality leads that build your business. By implementing these 5 client service practices, you can retain and grow your client base, creating a strong reputation that encourages growth.
Partner With A Lead Provider That Helps You Build Your Business
Efficient and thoughtful client interactions are essential to becoming and staying a top producer, but to continue to drive growth, agents must also work a steady flow of new prospective clients. The experienced ZipQuote team is committed to helping you connect with high-intent prospects through lead generation and live call transfers, so you can write more policies and scale your ROI. From first lead to a strong customer experience strategy, your agency can build from the ground up.