Are you maximizing your agency’s ability to “touch” your clients? In this article Grace Bauer offers guidelines that you can use to help CSRs turn clients contacts into cross-sales — and revenues.
Many agencies only require their producers to sell and forget how easy it is for CSRs to be selling constantly. After all, your service staff are contacting clients every day, one phone call after another. They could easily be asking some “by-the-way” questions that could increase revenue. These guidelines should help the cause:
1. Use the 'By-the-way’ Approach.
Ask your staff about the most common changes or additions to client files. If CSRs are finding clients starting their own businesses or contemplating new ventures, encourage them to ask these people about Business insurance. On the other hand, if clients are concerned about the future, CSRs should be asking them about Life insurance. By concentrating on the questions that pertain to whatever your clients’ needs might be, your CSRs will help protect them, while helping your business grow.
2. Go Easy on Your Staff
Before you implement the cross-selling program, ask the CSRs — the experts on client contact — for their input. Discuss with each employee how they feel about starting this program and how many clients they expect to interview in a day. Start with one per day and build up to two or three. These small steps will eventually bring large rewards.
3. Monitor, Monitor, and Monitor again.
Measure progress weekly. When problems arise, work with CSRs to keep the program going. Vacations, sick days, or a large account coming up for renewal can easily derail you. Don’t let this happen to your agency — maintain your momentum and keep following up.
4. Don’t Be Afraid to Change.
As with any agency activity, expect change when using CSRs to cross-sell. Keep asking for their input on improving the program and show flexibility. After all, change means progress.
Conclusion:
Your clients need you to protect their needs now! Let your CSRs uncover client concerns and provide the appropriate solutions by asking by-the-way questions. Go easy on the staff when implementing the system. Monitor progress and don’t let a vacation or illness diminish the inertia of a great program. Last, but not least, make the changes necessary to keep your business successful.