This can’t be happening to me!

In the previous articles in this series (We Don't Give Referrals, The Power of "Sooner or Later," and There Is Nothing You Can Do For Me) we've discussed your local Insurance Agents.

1. We've talked about how they want you out of their office and the smoke screens they throw at you to make that happen.
2. We've talked about how to combat those smoke screens so you can have a productive conversation with them.
3. We've also talked about what their responses to you mean, and what to do next as a result.

This time, I want to talk to you about the customer both you and the Insurance Agent have in common: The Homeowner.

Ever heard a homeowner say this, or act like it, when you arrive to meet them at their loss?

“This cannot be happening to me. I don’t have time for this! What am I going to do? Why me!”

These words, and the actions that accompany them, are grief. Crying, anxiety, frustration, stress, detachment, questioning, worry are just some of the symptoms you come face to face with in your customers every day.

Think about it, in our own industry we call what’s happening to them a “loss.”?

They have lost something - time, the feeling of safety, control, possessions, comfort. On top of that, you are walking into their open wound and applying treatment. That stings!?

Taking what I call “human moments” with your customer is important. To enter into their grief and comfort them in some way is part of the exceptional service you offer.?

It’s easy to be “desensitized” given all you’ve seen and what you do day in and day out. But for each customer, it may be a first. It’s their home. It’s where they should feel safest and at rest, and now they don’t.

The next time you're with a customer, pause. Imagine being them. Take a deep breath. Then approach them in all sincerity and kindness and say,?

“I am truly sorry you are experiencing this. We are going to do everything we can to help you.” ?

And then just listen to them, truly listen with your eyes and your heart.

Human moments - powerful.

I hope this helps you WIN with your customers.

See you next time!

If you'd like to talk now, feel free to schedule a call with me:?Talk with Gerry