Strengthening the Customer/Agent Relationship

Strengthening the Customer/Agent Relationship

Maintaining a professional relationship between agent and client is vital to the operation and success of the insurance business. There are many benefits to creating time to strengthen this relationship for both parties involved.?

Insurance is a people business. It can impact someone’s livelihood if not handled with the highest level of care. So, how do we carefully mix professionalism and personal care?

Open Communication

Being available to clients when they need to ask questions or discuss policy terms is an easy way to display high-quality service. This can be done by means of particular office hours or by providing a time range in which the agent will respond to any inquiries and sticking to it. This helps remove any hesitation customers may have about communicating with their agent and clearly sets expectations for all involved.

Address Discrepancies Upon Discovery

One of the best ways an agent can strengthen their relationship with customers is to address any discrepancies immediately. Taking a proactive approach to correcting any errors will show customers the diligence and care being put into maintaining their account.?

Provide Updates

If a change is being made to policies or processes within your agency, be sure the client is aware through means of personal communication. Taking the initiative to describe the impacts of the change directly to the customer will speak volumes and mitigate concerns down the road.?

At the end of the day, it all comes down to trust. Being sure clients trust the agency they are working with requires open and proactive communication. If you are an agency struggling to maintain clientele, look at some of these areas to see where there may be gaps and take strides to improve. Insurance doesn’t need to be a difficult business, but it is personal.