According to usual patterns, insurance agents typically speak with clients only two or three times in a year. Of course when there’s a problem or an urgent need, these calls are focused solely on resolution. Because when everyone is in crisis mode, the only clear goal is a swift and painless return to normal. These are what we call “transactional interactions,” and unfortunately, they provide little opportunity to review coverage suggestions that could both enhance your insurance and increase your agent’s value. This is not a recipe for anyone’s success, neither yours nor your agent’s.
So we’d suggest that agents and clients should talk less about problems or urgent needs and more about increasing value. The crises will always be there, and so will we. But in the meantime, we’re working hard to be forward-thinking agents. This involves bringing people and technology together, all in an effort to better serve your needs. The first step: leave the I-have-a-problem line and jump on the would-you-like-more-value track.
When interactions with your agent are less problem-based, more time can be spent using these conversations to keep you informed. We can speak on topics that give you insight into your coverage and how you can best use it to protect your business or family.
That’s a big change, right? We’re working on challenging the perception that agents are merely sitting around, waiting for you to call. Instead, we’ve created a proactive plan to use every opportunity to advise and review. Our goal is to have more practical insight into your needs and problems and to be ahead of the curve on both.
This shift in focus from servicing needs to anticipating them will result in a unique customer experience for each individual. By investing in our employees’ abilities through specialized training, we’re aiming to eliminate problems before they happen through a higher level of engagement. We’ll then be ready to have informed, in-the-moment conversations.
So while you and your agent are still talking two or three times a year, you shouldn’t be obligated to make the call. Instead, your agent should proactively reach out with suggestions that can improve your coverage and price. That’s how today’s agents need to operate. Less is more, or at least it should be.
