As an agency owner, one problem often encountered is how to get insurance clients to stay. Many times, a customer signs up, stays for a year or two, then jumps ship for a lower rate. You could counter by bringing your rates down, but you know that’s a short-term solution to a long-term problem. What are you to do to improve your retention?
Lucky for you, we have the answers. Over the years we’ve worked with numerous independent agency owners and gotten an inside look at what it takes to get insurance clients to stay. Their expertise is throughout our blog – here are a few posts to get you started on the road to retention.
1) Prospect right
A key to getting clients to stay is finding the right clients in the first place. Our post on 4 Principles to Gain Insurance Prospects focuses on just that. It’s about finding your niche and honing in on prospects who are looking for you. In How Do Insurance Agents Get Clients?, SIS President Michael Doran gives insider tips on how to close the deal on those ideal prospects.
Check out another great post on insurance client retention tactics here
2) Provide great service
Never underestimate the power of a great customer service interaction. If you ask your long-term customers why they stay, most will answer it’s your level of service and care. In Lasting Impressions: The Key to Good Customer Service, we look at what it takes to bring your service a-game.
Your service is about people, but it’s also about the tools they use to meet customer needs. Our post on Three Ways your CSRs Should be Using Your Management System we look at how to maximize your agency’s most valuable system to provide that top-notch service experience your customers deserve.
3) Build relationships
After great service, your customers value the relationship they have with your agency. As you know, insurance is an inherently relational business – it’s important for you to form connections with your customers. SIS Client Services Director Jake Thaxton looks at what it takes to build these relationships in 4 Steps to Better Insurance Customer Relationships. Jake runs through what to say, how to say it, and how often to connect. And, our parent company NuGrowth Solutions provides great insight into deepening customer relationships with their post on Connect Through Discovery, targeting how to create a connection with customers on day one.
4) Stay in touch
Communication is a foundation in customer retention. The relationships you build rely on your ability to talk and connect with your client base. In To Text or Not to Text: Best Practices for Customer Text Communication, SIS Director of Product Management Bryce Lee looks at texting, the latest in client communication. In Agency Management Best Practices we look at other methods like email and mobile apps and how to best use these tools to stay in touch.
Is your agency implementing these Seven Agency Practices for Client Retention?
5) Make it easy to stay
The best way to get your customers to stay is to give them what they need. The best way to do that is through the power of technology: client portals, mobile apps, and other tech make it easier for customers to get their needs met ASAP. Our post on Utilizing a Client Self Service Portal looks at everything a client portal brings to the table for the customer relationship (bonus- it makes your job easier, too!). And our post on Essential Insurance Agent Tools brings you up to speed on everything your agency needs to serve customers faster, better, and for longer.
Getting the Right Tools for Your Agency
Insurance customer retention is all about what you put in. You a winning combination of the right efforts and the best tools to succeed. We know you’ve got the effort down; now it’s time to make sure you’ve got the tools right.
Our Partner Platform agency management system and tools have all you need to stay in tune with your customers and meet their needs. With email integration, our Marketing Manager marketing automation system, client portal, and a stellar support team at the other end, Partner Platform has all you need to ensure you’re not only bringing in business, you’re also keeping it.
Want to know more? Check out what our partner agencies have to say, or see for yourself: request a demo at sispartnerplatform.com.
Sarah Deak has been contributing to the SIS team since 2013, covering topics like agency perpetuation, workflow improvements, data security, and marketing. She has a background in small business, working with organizations to improve their online presence and client engagement. Sarah also writes for the SIS newsletters and website, and counts herself lucky to hear from our many passionate, hard-working clients for our client stories. Her favorite part about working for SIS are the dedicated, service-minded people.