4 Thoughtful Ways to Let Your Clients Know You're There for Them
October 6, 2020
As an insurance agent, it’s your job to be there for your clients when the going gets tough. Let your clients know you support them by incorporating these four thoughtful practices into your workflow.
1. Be a Resource
In times of crisis, it can be difficult to determine what — and when — to communicate with your clients. You may think you need to wait until you have a plan in place, or at least some thoughtful perspective to share. However, in the meantime, your clients are likely trying to gather information on the same issues you’re waiting to solve. Instead of waiting, try to be a source of that information for them. This will reassure your clients that you’ve got your finger on the pulse of what’s affecting them and that you’re working alongside them to reach a solution.
Put it into action: Use a simple “roundup” email template to share relevant news and resources at regular intervals.
2. Check In
When a client is in need, an email check-in won’t cut it. Your clients are people, and, in many cases, have even become friends. Reinforce this relationship by having a personal moment, putting business aside. Call them and ask questions about what’s going on: “Is your family OK?” “Can I help in any way?” This will show them that you care about them and their families as people, not just clients.
Put it into action: Block off time in your calendar for making personal calls, allowing for plenty of time between them so you don’t feel rushed while listening to a client.
3. Anticipate Their Questions
When your clients are stressed, they want reassurance. Before you pick up the phone, be sure you’ve done your due diligence. They don’t expect you to predict the future, but they do need to know that they can rely on you. In an uncertain situation, try using hypotheticals (i.e., “if X happens, here’s what we’re thinking”). This lets them know that you and your colleagues are planning for all the various situations that could arise.
Put it into action: Brainstorm a list of possible questions. For any question that you don’t have an answer to, do some research or make some calls to get the necessary information. Keep your list handy while on the phone.
4. Follow Up and Follow Through
Personal calls are important, but even more important is what happens after the call. Now that you understand your clients’ needs, what can you do to help them reach a solution? How can you proactively assist them? Devise a plan, and then follow through on that plan — maintaining communication all the while.
Put it into action: Jot down notes during your calls for ways you might be able to go above and beyond — delivering a meal, connecting them with a community resource or showing up to lend a hand.
We’re Here for You
At Farm Bureau, we go the extra mile for our agents so they can go the extra mile for their client/members. Contact us to learn more about the support and resources you’ll receive as a Farm Bureau agent.