Face to Face Plan Changes

[Tscholar]

For those of you who prefer face to face appointments, do you also meet with your current clients F2F for plan changes during busy times, like AEP? If no, how do you change their plan if they aren't tech savvy?

 

[sshafran]

For those of you who prefer face to face appointments, do you also meet with your current clients F2F for plan changes during busy times, like AEP? If no, how do you change their plan if they aren't tech savvy?

I have an office for most f2f come in.

If they call for a review, I do my best to "filter" them out.

ie if I know they're on a good plan that had some minor changes, I'll say, "John, for the most part this ___ plan looks good for 2025 and there wasn't anything new/great that came out in ___ county, so no need to come in unless you've had issues or problems."

Let the conversation somewhat flow from there and then if they say they still want to come in, I'll even ask: "what problems did you run into with the plan?"

"Oh, ozempic was expensive starting in July? John - good news, that won't happen next year - the donut hole is gone. So that's being fixed on your plan. Looks good to keep as-is and it'll auto renew."

Try to get the annual tire-kickers done with a 5 minute phone call rather than a pointless in person meeting.

For people who need to plan change (ie we had a bunch of SARs here and I needed to move all of them) - I tell them we can do it by phone but if they prefer in office we just set that appointment and they come in. In person takes more time but I've been scheduling people "stacked" so when they come in if the conversation starts to go long either (a) someone is in the waiting room or (b) I look at the clock at 10:40 and just let them know I have a call scheduled at 10:45.

Last tip: sometimes plan changes would be beneficial but not "urgent." I already have about 10 scheduled for January for OEP. This is for the guy who gets $1,500 in dental and wants to move from __ to __ for extra dental. Cool - do you think you'll need this in January? No? Let's schedule you for 1/10 @ 10:00 and we'll change to __ with more dental - it'll start in February.

 

[sshafran]

But most of mine is still by phone. Just get used to walking them thru signing on Sunfire or whatever platform you use. If you tell them it's easy and you'll walk them thru signing step by then you've removed half the hurdle.

 

[rmhaire]

For those of you who prefer face to face appointments, do you also meet with your current clients F2F for plan changes during busy times, like AEP? If no, how do you change their plan if they aren't tech savvy?

I've been virtual for almost 15 years now. Everything. Life, health, even PRD.

I work from home mostly but sometimes from my boat or golf cart.

As for golf, I always shoot in the low to mid 70's.

If it gets hotter or colder than that, I just come back home.

 

[Tscholar]

If you tell them it's easy and you'll walk them thru signing step by then you've removed half the hurdle.

Easier said than done. I spent a long time trying to get one lady to click a check box and hit submit for a SOA. Eventually, I gave up. The ones that struggle with technology really struggle.

 

[WinoBlues]

I've been virtual for almost 15 years now. Everything. Life, health, even PRD.

I work from home mostly but sometimes from my boat or golf cart.

As for golf, I always shoot in the low to mid 70's.

If it gets hotter or colder than that, I just come back home.

 

[sshafran]

Easier said than done. I spent a long time trying to get one lady to click a check box and hit submit for a SOA. Eventually, I gave up. The ones that struggle with technology really struggle.

Some do struggle.

When I first stared using things like that I would send several "sample" apps to one of my extra email addresses. Then I would screenshot every single click it using email. I saved a guide for myself. Then I also did the same via mobile - signature and steps are slightly different on mobile via email. Then a 3rd one via Text - that's also slightly different.

This way when I sent them the app or SOA I knew exactly what was on their screen "no, don't click there... Over on the right, click that..... Ok, to click on that just take your thumb and tap that box, ok now this should show up - see that? Ok, now tap inside the box and your keyboard letters should show up. Just type your name. Then... Hit___."

Point being if you know exactly what they see it helps and even practice a few times yourself from the consumer point of view.

There will be a few though that just can't - but that's the exception not the rule. If not local for those people just ask when their son or daughter or neighbor will be around...

Not saying you're doing it wrong but I am saying only maybe 4 or 5 out of 100 can't do it. The rest can when you walk them thru the steps and you know what they're seeing.