Planning Client Service Contacts

The process is simple. Upon writing a new account, the producer and CSR determine the number of times an account should be contacted throughout the coming year. The timing and frequency of service calls are determined by the size and type of account along with the personality of the decision-maker(s).

For example, when an account is written with a seasonal operation (an ice cream shop or outdoor recreation facility), plan to talk to the insureds just before and shortly following their busiest season. A dry cleaner may want to talk with you after the winter has ended, the CPA after April 15th, and so on.

Then, suspense dates are entered into the follow-up system or recorded in the renewal control (expiration) list. Some accounts will require monthly calls or visits, while others will be pleasantly accommodated with semi-annual checkups.

Each month, when the renewal control list is printed, the service contact list should also be produced. Together, CSRs and producers should discuss the accounts and determine who can be most effective with a service call or visit. Larger accounts require and deserve a visit from the producer and CSR.

To keep it all under control, the CSR should confer with producers once a month to choose one or two days in the coming month when both can go on service calls. Of course, the dates must be verified with clients. Then a full day's schedule allowing about an hour and a half between appointments can be established. Once or twice a month, the producer and CSR should spend almost an entire day visiting clients.

During the visit, the client, producer, and CSR talk about how the business is doing, what's right about the insurance plan, and what may need updating. They also ask clients for names of business associates or peers who may be interested in the products and service offered by the agency.

Establishing a service contact program is an excellent way to build accounts.