How you as broker can up your client service game
experience
If you are an insurance broker then you know you are not in this profession because it’s easy. You’re in it to build a sustainable practice that provides value to your clients and makes a difference in their lives. Providing excellent client service is critical for any business looking to build a loyal client base and grow its brand reputation.
You can do this in a couple of ways:
1. Be responsive: Responding to client inquiries and concerns in a timely manner is key to providing good service. Make sure you have clear communication channels in place and respond to clients promptly.
2. Listen actively: Listen carefully to your clients and ask questions to understand their needs and concerns. Actively listening to their feedback can help you provide tailored solutions that meet their specific requirements.
3. Provide personalised service: Tailor your service to each client’s unique needs and preferences. Remember their names, previous interactions, and other details that can help you provide a more personalised experience.
4. Offer solutions and anticipate needs: Be solution-oriented and proactive in identifying and resolving questions and issues before they escalate. Provide resources or information that can address these before they arise.
5. Be transparent: Be transparent about your services, fees, and any other important information. Clear communication and transparency can help build trust with your clients.
6. Follow-up: Follow-up with clients to ensure their satisfaction and to address any outstanding issues. This can help demonstrate your commitment to excellent client service and build stronger relationships with your clients.
By implementing these practices, you can up your client service game and improve your overall business success. If you want to focus on adding more value to your client service, differentiate yourself from your competitors and build a strong, loyal client base, then here are a couple of additional ways in which you can achieve this:
1. Provide personalised advice: Each client has unique needs, so take the time to understand their individual requirements and provide customised advice to help them choose the right risk protection for them.
2. Stay up to date with industry trends: In this way you can provide your clients with the most current information and advice.
3. Provide extra support: Provide educational resources, such as articles or webinars, to help clients better understand short-term insurance policies, terms and conditions.
4. Provide claims assistance: Help clients navigate the claims process, providing support and advice to ensure they receive the compensation they are entitled to.
5. Keep in touch: Stay in touch with your clients on a regular basis and offer your help and support as needed.
6. Personalise your approach: Customise your service to match your clients' communication style and preferences and create a more positive experience. Some clients may prefer phone calls, while others may prefer email or chat.
7. Create a community: Encourage engagement and create a sense of community by creating forums, social media groups, or other opportunities for clients to connect and share their experiences with each other. This can help build brand loyalty and foster a sense of belonging among your clients.
Here at Auto & General, we believe we have to do better, because our clients and partners expect better. Our superior service and years of experience have resulted in us being recognised by the Ombudsman for Short Term Insurance; the PWC Brandseye Index; Reader’s Choice Awards; Orange Index Awards and most importantly by our loyal customers.
