Quote calls are sometimes a customer’s first impression of your agency. Follow these tips to make them feel welcome and increase your chances for a sale.
Your insurance agency may offer the best insurance products and rates in the world. But, if you’re pitching them with robotic enthusiasm, you’ll still lose leads and clients. Customer service interactions – at every level – reflect your agency and influence a customer’s opinion. Quote calls are especially important because they are often a customer’s first impression of your agency. And, you know what they say about first impressions. To make sure you nail your quote calls every time, keep these ideas in mind:
Don’t be a robot: This is a common problem that really seems pervasive in the insurance agency. Believe it or not, on more than one occasion, I’ve called an agency only to hear them answer the phone like this: “Insurance.” (or something just as abrupt and uninviting). Wow! That’s a tone that conveys “what do you want!” more so than “how can I help you?” Now that’s an extreme case, of course. But, don’t be robotic. Be personable. Answer the phone in a welcoming way and try to be engaging. Help the customer understand that the information you’re providing is more than just numbers; you’re offering them solutions to help them meet their insurance goals and get the best possible service.
Get the whole story: Speaking of which, just what are their insurance goals? Why are they shopping? What’s changing in their lives? Why are they leaving their previous agency? Understanding the reasons why a customer is calling will make you better equipped to make recommendations and provide the type of customer service that will delight your customer. Keep notes about this information in the prospect’s record in your agency management system to remind you when you follow up.
Sell your agency: When it comes to quote calls, assume your agency is not the only one the customer is talking to. Make clear all the ways your agency stands apart from the others. Do you have an “elevator pitch” that clearly describes how your agency is differentiated and better? If not, you should (I’ll be talking about this more in a future post). Also, direct customers to your agency’s website, blog, newsletter, videos, testimonials, and any other helpful information that illustrate and support your agency’s value proposition.
Really, it’s the little things that matter. Remember these tips and try to make your customers feel appreciated. That could be all it takes to start a great new client relationship.
