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I just got off the phone with an 8 year customer. She called in and the conversation went something like this:
Me: "Thanks for calling....."
Her: "Hey this is xxxxxxxxx, I need to bump up my coverage to $250/$500"
Me: "Great I can do that for you right now, what made you think about this?" (I was thinking to myself great she just had an accident and wants to raise her limits)
Her: "My sister from TX just called and told me I need to have those limits, is she right?"
Me: "blah blah liability blah blah assets blah blah protection"
Her: "I'd also like to get an umbrella policy"
Me: "(after regaining consciencouness) I will work up a quote and call you right back"
I just posted this long comment because I am excited and frustrated at the same time. How do we create that kind of trust with our clients? How do we portray ourselves as experts so they will listen to us and accept our advice as easily and readily as they do the advice of their sister or brother who works at McDonalds?
What do you do in your agency to build loyalty and earn the trust of your clients?
Me: "Thanks for calling....."
Her: "Hey this is xxxxxxxxx, I need to bump up my coverage to $250/$500"
Me: "Great I can do that for you right now, what made you think about this?" (I was thinking to myself great she just had an accident and wants to raise her limits)
Her: "My sister from TX just called and told me I need to have those limits, is she right?"
Me: "blah blah liability blah blah assets blah blah protection"
Her: "I'd also like to get an umbrella policy"
Me: "(after regaining consciencouness) I will work up a quote and call you right back"
I just posted this long comment because I am excited and frustrated at the same time. How do we create that kind of trust with our clients? How do we portray ourselves as experts so they will listen to us and accept our advice as easily and readily as they do the advice of their sister or brother who works at McDonalds?
What do you do in your agency to build loyalty and earn the trust of your clients?