'So, tell me a little about yourself.' Remember how important an intelligent and succinct response to that question was when you were out job hunting? This document by Pegi Flahault discusses why it’s just as important now, when prospective clients ask this — explicitly or implicitly — about your business.
Can you explain in 30 seconds or less what makes your business unique? If you described your agency to a total stranger would they want to become your client?
If you can’t describe your 'degree of uniqueness,' how can your employees execute it? When did you last consider exactly what you want your business to accomplish?
The public expects the best, whether they’re buying health care, clothing, or insurance. Top quality products, competitive prices, and rapid effective service should be minimum expectations for your agency.
Define service in specific terms for everyone in the agency, including yourself. For example, when clients who prefer to pay their premiums to the agency (even though they’re on direct bill) call to find out what they owe, have your staff get this information from the insurer as soon as possible and return the call. Let these clients know that you’re providing a 'special' service for them.
To convey this message to clients and prospects, make sure that your staff understands what you require of them. At the same time, be aware that providing 'personal service' might well come at the expense of office productivity. Give your employees clear directions and don’t penalize them for lower production if your customer service standards take significant amounts of their time.