In any small business, relationships are the “secret sauce”… those with customers most of all.
Building and nurturing customer relationships is the single biggest advantage of a small business owner.
The Insurance industry is unique in that what we sell is not something people buy just because they want to. Yes, wise people purchase insurance to protect the things that matter most to them, such as life insurance to protect their family’s financial security.
But, in many cases, people purchase insurance only because they have to; such is the case with legally required minimum auto insurance coverage.
Because of this unique nature, we must take extra steps to ensure that our customers continue to do business with us. I have found that focusing on relationships is the best way to keep them, plus get them to refer their friends and family.
One of the biggest things to remember when it comes to relationships with your customers is this: Respond quickly and touch base often.
This one is really simple, but something too many forget quickly. You must stay in constant communication with your customers, even if it’s just to say “Hi” and check in on them.
When you receive calls and emails from your customers, return them promptly. Do your best not to leave any emails or voice mails unanswered overnight. Don't force a customer to contact you again to learn the status of their request.
For my business, this is a big one. Don’t lose sight of this key tip!