Getting Ahead of Client Complaints
February 22, 2023
In any client-focused business, responding to problems quickly and effectively is a must. But to truly wow your customers, you need another skill: The ability to resolve problems before they happen.
No, you don’t need to be a mind reader. Rather, you need to learn how to anticipate customer needs. Here are a few sound strategies to get ahead of issues. Consider this your action plan to reduce customer complaints.
Communicate Early and Often
Set expectations with your clients from the outset. That starts with your very first meeting. Conduct a customer needs analysis to find out their immediate needs, needs they may have in the near future and what’s coming down the pike for them long-term.
Listen closely to find out what truly matters to your clients. Inquire about any major insurance issues they’ve had in the past. This could give you clues as to what to expect going forward — or, at the very least, show you what they may be sensitive to.
As time goes on, reach out to your clients regularly. Life changes happen, and it’s your job to make sure your clients are covered no matter what is thrown in their path. Frequent, friendly check-ins — via email, on the phone or with a quick postcard — will build their confidence that you are there when they need you.
When in doubt, ask. The more you know about a client, the more information you can use to make decisions that will improve your client/member relationship and their experience. Being friendly and engaging them in conversation goes a long way.
Ask follow-up questions and listen closely to their answers. You never know what might come up and how that information might help you better serve them later.
A satisfied client is one whose expectations have been met. To make a customer truly happy, exceed those expectations. That doesn’t mean you have to fix every problem or anticipate every need — but the way you communicate will go a long way in setting everyone up for success.
Only give assurances you can stand behind and avoid over-promising.
Learn from Other Clients
The details may change from person to person, but you’ll often find there are some things that are roughly the same across your client base. You can use that to your advantage. If and when an issue pops up with one customer, take the time to see whether that same problem may arise for another client.
Think back on some of your toughest professional situations. What do you wish you would have known then? What would you have done differently? This simple exercise will help you better serve your present and future clients.
Go Above and Beyond
Creating strong relationships is just one way Farm Bureau Financial Services agents go above and beyond to protect the communities we serve. Contact us to learn more about how you can help your community as an FBFS agent.