The No. 1 complaint from customers almost invariably involves communication . . . or lack of it.
According to industry statistics, more than two in three clients who leave an agency (68%) do so simply because they have been ignored! What’s more, even clients who leave due to poor service do so because of lack of communication from agency personnel.
At a seminar for its top 700 agencies, Travelers consultants recommended taking these six steps to improve agency/client communication:
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Use your agency management system to generate professional, standardized communication practices.
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Provide annual protection and renewal reviews to round out accounts and upgrade coverages.
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Complete coverage checklists/templates when reviewing client coverages.
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Have clients sign off on coverages that they decline.
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Document all changes and requests for endorsements.
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In explaining All Risk coverages, make sure that the client understands the exclusions.
I’d add a seventh point: Establish a regular, organized communications program that includes a positive contact with every client at least four to six times a year.
The more effectively you communicate with your clients, the higher your retention rate and the stronger your bottom line.