For the first time in 6 years, small insurance companies have taken the lead for insurance buyer satisfaction. This is in large part due to the independent insurance agent sales force partnered with small insurance companies.
Agents are still at the front lines of the insurance companies, but things like instant quotes and messenger services change the way consumers interact with agents. Instead of calling a voicemail or making an appointment, interested consumers can speak directly with an agent almost immediately and ask any question they choose. Agents aren’t just in sales anymore. We’ve become mentors and advisors, and the way we treat our clients is why people keep coming back.
“Usage-based insurance is a unique or innovative thing because the industry historically has sort of been in a ‘purchase-once-and-forget’ mentality... I think it’s a real opportunity for the industry because it’s thinking about things in a completely different way than we ever thought about them.” Marty Agather
In this episode of Agency Nation Radio we discuss the tough work of insurance industry trailblazing and why phone trees suck.
Something as archaic as a phone tree has been a staple of the insurance agency for decades. But today’s customers don’t have the patience for voicemail. In a digital age of immediate response and gratification, all your phone tree tells them is that you’re too busy to help them.
Emily Huling, recently published an article on her blog with 17 Terrific Tips When Visiting Clients. The one we want to discuss is #14, where she recommends not using an iPad or any other technology when taking notes and meeting with new and old clients.
This is the 21st century, we should be able to use tech for absolutely everything.
It’s automated, it’s easy, and it lightens your work load, but it does not reflect well with the customer.
As Marty says, when you’re using tech to make your job easier, you are not putting the needs of your client first.
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