Many insurance brokers “ghost” their clients once the dust of the policy binding process settles. They move on to other things and conveniently “forget” to implement the services they promised the insured in exchange for their business. Or, they just flat out provide poor customer service after the sale.
In this episode of the Millionaire Insurance Producer podcast, host Charles Specht explains how you can win more signed BOR’s from your prospects by proving you provide superior customer service.
- Charles mentions that there is an issue with trust in the insurance industry, and it is the result of things that insurance agents have done in the past. (3:42)
- Charles explains that his goal is to assist insurance agents in knowing how to produce a better customer service product and experience in order to win more business. (4:56)
- Charles believes that when people grow more successful in the insurance business and get more clients, it becomes more difficult to provide excellent customer service. (5:59)
- Charles explains the reasons why clients distrust insurance agents and insurance companies. (7:47)
- Charles mentions Chris Paradiso and his agency as an example of a company that does an excellent job of onboarding clients and staying in touch with them. (13:04)
- Charles discusses strategies for agencies to enhance their onboarding process. (13:47)
- Charles discusses the steps that insurance agents may take to show prospects what it’s like to do business with them in the future. (15:46)
- Charles mentions that a 12-month timeline of services helps producers to get more signed broker record letters than anything else. (20:51)
- Charles explains how to present an excellent 12-month service timeline. (23:58)
- Charles explains that one of the main reasons prospects don’t trust brokers is that they make lofty promises but provide poor after-sales service. (28:00)
- “As insurance agents, we have done things over the course of time that have hindered our trust with prospects, insurance buyers, in the marketplace, and our reputation out there in the world. And a lot of it is because we provide a lot of verbal exercise and not a lot of follow-through.” – Charles Specht
- “If we can alleviate this particular problem. If we can address it right up front, then we can provide a solution to overcome it, we can implement something that will cause the insured to actually see that you are the more obvious choice of which agent to do business with, you will collect more signatures on signed broker of record letters, you will then serve happiness, and you will have a lot of happy clients going forward.” – Charles Specht
- “Brokers who promise a lot, but provide poor customer service after the sale is one of the main reasons why your prospects don’t trust you. You have to have a solution to that problem. And I’m telling you that the 12 month written timeline of services is probably one of the best ways to overcome this problem.” – Charles Specht