Posts Tagged ‘Insurance Marketing Blog’
The 3 Types of Customer Service Calls
Really? Why would an Internet company blog about telephone calls? Simple….. we all use the phone to interact with our clients. There is still something to be said for having that “personal” contact that is still essential to providing a well rounded customer service platform. Let’s take a look at 3 types of customer service calls and some ideas and tips on how to provide an effective, loyalty building experience for your clients.
1) Informational – pretty straight forward, the client has questions regarding your company, services, coverages etc…..
2) Problem solving – the client has an issue that requires your assistance to resolve. This is an opportunity to shine and earn a customer for life!
3) Angry beyond reason – redirect to #2 – the client is definitely not happy, wants to bend someone’s ear and set things straight! The goal here is to get them back to status #2.
The key to successfully negotiating all of these scenarios is to LISTEN carefully to what the client has to say! Don’t get ahead of yourself and start forming a response in your mind before they finish their statement, really listen to what they are saying. Confirm what you’ve heard back to the client, using the appropriate tone of voice. Once you’re both on the same page, respond with positive words, your willingness to assist with the request. If it is a problem solving opportunity, be compassionate and empathize with the client. Be prepared to offer alternative solutions to counter the sometimes unreasonable solution requests. Don’t make any promises you cannot keep and honor any time line commitments you make to respond to the client. By quickly addressing the issue, following through with your commitments, you can earn a client’s business… for life! For those dreaded angry beyond reason calls, take a deep breath, let the client air it out and don’t take it personally… I know, easier said than done, but you can do it! Sometimes, simply saying “I’m sorry”, or “I apologize” can diffuse a tense situation. The goal is to get the client beyond being mad and focusing on a solution to their problem (#2), which is at the root of their anger.
At AgencyIQ, we strive to provide excellent, effective, timely customer service. If you need assistance, use our video trainings, email, on-line chat or call one of our customer service reps… We look forward to hearing from you!
SPAM, SPAM, SPAM,SPAM……
If you happen to be a Monty Python’s Flying Circus fan, the word spam brings a smile to your face and fond memories of their quirky British humor. But for most us, SPAM can create all kinds of heartburn, headaches and worries. The CAN-SPAM Act of 2003 set guide lines for the use of the internet to send commercial emails. How does this affect your email marketing campaigns? If you follow a simple set of guidelines as outlined by the FTC, you will be in compliance and worry free! Check out the list below:
• Don’t use false or misleading header information
• Don’t use deceptive subject lines
• Identify the message as an ad
• Tell recipients where you are located
• Tell recipients how to opt-out of receiving future emails from you
• Honor opt-out requests promptly
Take a few minutes to review your emails and you will probably find you are already complying with these requirements. AgencyIQ has gone to great lengths to make sure that all of our clients comply with the CAN-SPAM laws. If you have any areas of concern about your emails, use a simple rule of thumb…. If you received this email, would you feel like you were being mislead, could you find the sender if you needed to, and could you stop the messages if you wanted. There are a number of individuals and some organizations that are extremely concerned with being found in violation of this law, some to the point of nearly paralyzing their email marketing efforts. If you have specific questions regarding this Act, click on the following link http://www.ftc.gov/bcp/edu/pubs/business/ecommerce/bus61.shtm to go to the FTC website for specific guidance. This law is not designed to cripple the use of email for commercial business purposes… it was created to ensure the responsible use of a powerful marketing channel. At the end of the day, email marketing is a significant tool in your marketing arsenal and when used correctly and responsibly, you have no worries. Now, hit the Send button!
CALLING IT QUITS
Mike Modano, the star forward for the Dallas Stars hockey team, has probably played his last professional hockey game. I was one of the fortunate few to be in the stands for his last Home game appearance. What a night to remember: Modano had an assist on a goal, scored the game tying goal late in the 3rd period and scored a goal in the overtime shoot out to win the game against his nemisis the Anaheim Ducks! Talk about a story book ending to a career….. And a perfect end to a career spent with one organization for his entire career, playing key roles as leading scorer, team captain and mentor and elder statesman in the locker room as his career ended. A truly humble player and man, Mike gave back to hockey and the community; generous with his time, money and talents, the city of Dallas is better for his involvement over the last 16 years. The Dallas Stars have some mighty big skates to fill with Mo’s departure.
In our careers, we’ve all know a few Mike Modano’s. People that embody the spirit of our company, contributing at the highest level, team players, always encouraging those around them and bringing out the best performance of others through their example in action. You just can’t imagine how you’d survive without that person! Unfortunately, most organizations don’t plan ahead in anticipation of key personnel eventually leaving. Do you as a business owner have key personnel that you depend on to carry the load? We all do, but do you have a plan on how to move forward if/when they leave? Succession planning is usually way down the list of strategic planning activities, but it is vital to the sustained growth of an organization that you have a plan for replacing key employees. To keep your company vibrant, forward thinking and prepared, having a potential talent pool of internal or external resources is not only smart, it will save you and your organization a lot of heart ache when the day comes for a key employee to be replaced. As a owner/manager, it’s important to recognize the Modano’s in your organization and look ahead on how to deal with the void after their last “game”.
TUMBLING DOWN
Ever hear the John Mellencamp song “Tumbling Down”? That’s what I thought of when the old Texas Stadium in Irving, TX was demolished recently. Being a native of the area and a huge Cowboys fan as long as I can remember, I could not convince myself to join all those who watched in person or on TV the destruction of a place that held so many memories. Landry, Staubach, Lilly, Aikman, Irvin, Smith, the Ring of Honor, NFC Championship games…. The list goes on and on. And yes, I do believe the hole in the roof was there so God could watch His team play! What was once a state of the art facility featured in numerous movies and mesmerized Sunday football viewers on TV, had, over the years, suffered from age, neglect and a public that demanded new heights of technology to keep their intrest. No lingering, slow demise for this former showcase, Jerry Jones, the eternal promoter, made Texas Stadium’s last hurrah another money making deal. It was even sponsored by Kraft Foods (I don’t get it… but they ponied up the cash, the single largest requirement). Faster than you can say “Kraft macaroni and cheese”, Texas Stadium disappeared in a cloud of dust, soon to be a distant memory of those who will remember her in her glory days!
Yes friends, even those monuments that seem indestructible on their christening day, have their eventual fall from favor and are replaced. So it is with the tools we use to run our business. Technology changes constantly, computers and communication systems require constant review and the software we use to manage our data is always undergoing tweaks and updates. Over the next few weeks and months, you will be receiving notices of important enhancements to the AgencyIQ operating system. Future blogs and newsletters will detail these enhancements that will make your lead management efforts more effective, efficient and increase your book of business. AgencyIQ is committed to delivering to our clients the tools you need to grow your business. Please look for these announcements and let us know what you think!!
WHO DAT?
Who dat….. if you are even faintly familiar with the NFL playoffs this year, you know that is the refrain of New Orleans Saints fans and their 2010 Super Bowl bound team. I’m writing this blog in advance of the game because for me, the real story is not who wins the game, the Saints or the Colts. The real story follows two different, but related story lines. The first story is the saga of the Manning family; Peyton- the older brother QB of the Colts and Super Bowl winner, Eli- little brother QB of the Giant and Super Bowl winner, and Archie- father and long time fan favorite of the Saints from 1971-82. Archie still resides in New Orleans and is actively involved in the community. What a dilemma for Archie….. does he cheer for his son Peyton or his long suffering Saints and the community who still reveres his sacrifices and spirit from his years leading the Saints.
The second story line is this amazing Saints team, lead by Drew Brees, their prolific passing QB. Drew is the identity of the Saints. He has provided the leadership, confidence and “anything is possible” attitude that’s been infectious not only with his teammates, but the entire New Orleans community. In the aftermath of Hurricane Katrina, Drew, along with a number of his teammates, returned to his ravaged city and actively participated in rebuilding. Drew’s leadership on the field and off serves as an inspiration to all who know him.
We have the examples of a father who was a city’s favorite son, the children that grew up in the community and still have ties, and a new QB who has caught the spirit of a city and is an inspiration of hope and achievement, much like a predecessor 35 years ago! So…… who wins here? EVERYONE!
Now stop and think about your leadership role…. your family, your business and in your community. What are you doing to inspire, help, motivate or improve the lives of those around you? Leadership does not mean always being in front or in the limelight, it can be as simple as providing a good example by your actions. Building these positive leadership qualities will lead to raised expectations and improved results in your personal life, business environment and community activities. So, when the question arises “Who dat?” will you be one of the first mentioned? I hope so….. the rewards are immense!
Massachusetts Revolt
Stand Out
Last week, a major upheaval in the world of politics occurred, a Republican was elected Senator of Massachusetts after Ted Kennedy had held the Democratic Senator’s seat for 43 Years! How did this happen? I’m sure there will be a lot of blogs, articles and maybe books written about this improbable event. Let’s set the stage first. This particular Senate seat has been held by Ted Kennedy for 43 years and prior to that, his brother John Kennedy held the seat. Massachusetts’ registered Republican voters only account for 12% of registered voters statewide. The Democratic candidate was handpicked by the party leadership and held a substantial lead going into the final stretch of campaigning. So, how did the newly elected Senator Brown make this comeback?
Simply put, the incumbent party and leadership got lazy, became complacent, and did not have the pulse of the electorate (their customers). How could they lose? The Democrats controlled Massachusetts for years and could not imagine NOT WINNING! Then, a sequence of events in the economy, concerns over health reform, and a general discontentment with the established leadership…… the impossible happened, a Republican was elected. Now, the point to be made is not political affiliations or where we stand on the economy or healthcare reform. The lesson to be learned is the absolute importance and necessity of knowing what your customer base is thinking, where are they going and how do they perceive your role in assisting them! If you are somewhat skeptical, think back to 1994 when the Republican Party rode a wave of populist support in winning the majority in the House of Representatives; remember Newt Gingrich? Those Republicans had the voice of the voters and knew the changes expected under their leadership. They did well for a while, then, the Republicans lost the pulse of the voters and within 8 years, lost their majority position in the House and eventually the Senate. This loss of direction and power ripped the Republican Party apart! Now fast forward to last week…. History is repeating itself! Now it’s the Democrats turn.
This same scenario has played itself out in business repeatedly over the years. Remember Montgomery Wards, TWA, Eastern Airlines, Braniff, Circuit City, AMC General, or any of the “latest, hottest” new night spots or restaurants that have opened and closed in short order? As a business owner, don’t allow yourself to lose contact with your customers, stay in touch, keep in front of them and let them know how valued they are to you personally. Doing what is best for the client will help establish a bond and trust that will build a lifetime relationship and lead to new opportunities for growth in the future. AgencyIQ is here to assist you with those efforts to build your business and keep in touch with your most valued resource… your clients!
To Blog or Not To Blog…an Insurance Agent’s Dilemma.
Most insurance agents approach blogging with these thoughts:
“Great, something else to do.”
“What a pain.”
“I need someone technical to do that”
“GRRRRRRR…”
I can TOTALLY understand. I was told about two years ago to create a blog and I just flat out refused for a long time. Even my 15 yr. old would tell me that if I want more business online that I need to blog and get into social networking (I really need to hire him someday!). I finally decided that 2009 is my year to get my mind around reaching out to my clientele through the internet and I realized that blogging and social media is really very similar to the same things I do every day. They are just in electronic format.
I enjoy journaling. My business coach tells me to journal and all the business ownership conferences tell you to write down your vision for your business. I take notes at conferences and when I attend any educational opportunities. I take notes when I am on the phone with clients. I write emails over and over explaining insurance and what all the sections of a policy will cover. If you are like me, blogging is just doing all of this on the internet. When I realized this, I started pulling out my old journals and it encouraged me to start publicizing my writing for my clients benefit. When look at blogging from this perspective it makes sense and you realize that it really can be easy.
1. Do you answer the same questions over and over again every day? You can create a tag (label) in your blog specifically to link your entry with “education” and you can address these questions that you answer every day. Tag all auto insurance articles with the appropriate tag of “Auto Questions” and your clients will have a section to read about all their auto insurance questions online. Refer your prospects and clients to your website and they can find answers to their questions at their own convenience. Most agents would have 20 blog entries at minimum just from the questions most frequently asked.
2. Do you keep up with industry changes and information? This information is important for your clientele to keep informed about. State minimums for auto insurance changed last year in the state of Texas and it was important information for our clients when their coverage’s changed. A great idea is to send out a newsletter every month highlighting these changes as a resource for your prospects and clients to read and refer to their friends which will increase your agency’s exposure.
3. Announce changes in your office or any community involvement: Use your blog to update clients about changes going on in your office. Post notices about personnel changes, any speaking engagements, and community activities, changes in operations or changes in office hours. I have some agents that get their staff involved in 5K’s for charity and they post links to these online and post pictures. The activity builds community in your office, the blog adds to your connection between your office and your community. If you participate in your local chamber of commerce you can post your participation there and a lot of these businesses will link to you in return. This will increase your exposure in your community as well.
4. Don’t think that a blog has to be really long: Effective blog entries can be short and to the point. If you are updating announcements or making one brief point or linking to something of interest the entry should be short and sweet. Feel free to post articles (like this one) that are more lengthy, but even articles should be no more than 3-5 points of interest and easy to scan to get the highlights.
5. Attract more business to your agency: This is a no brainer and all of our goals. We all want more business. These days consumer’s shop for everything online. People research cameras and computers online before they buy them, we can check our kids grades online and shop for tickets to various events. The internet isn’t going anywhere. We need to access this market to generate business for our agencies as well. Agents are paying $15-$20 per lead that they receive from online lead sources but they see $500 and maybe 2 hours a week to invest into their own website as too much of an investment. Blogging is not “playing around on the computer”. Embrace the internet as a communication and marketing tool for your agents. I know MANY agents who are using social media, blogging and taking leads online who are writing over 30 policies a month just from online business. Your online presence isn’t going to be an option for long and to neglect the ability to generate business online will eventually cost your agency a lot of money because otherwise you will end up paying someone to do it for you.
Seriously consider blogging. It isn’t difficult and it’s an easy way to develop connections within your community. Once the set up of the blog is complete, the rest is just making two or three entries a week for consistency and keeping interest in your site. Consistency is the key in blogging and blogging is the key to reaching out online to your clients.