Research shows that clients expect all brokers to be insurance experts. What keeps them coming back to one firm is the value of the relationship - a relationship based on trusting, dependable customer service.
The above diagram shows what is most likely to be important to your clients. Note that 'price' and 'cost' hardly feature. Clients will sometimes use price as a justification for leaving but there's almost always another, bigger reason. Price is simply used to avoid confrontation. Most research points to the business's perceived indifference to the client as being the primary cause.
Closing a sale in a way that encourages a referral mindset
To do this, make sure that your clients are completely satisfied with the level of service that they receive so there is no hesitation on their part when a referral opportunity arises.
- Return phone calls when you say you would.
- Remain professional, respectful and empathetic at all times.
- Provide accurate and immediate quotes from multiple carriers.
- Be available for questions and concerns throughout the sales process.
- Continue communication with emails to make sure your clients are satisfied.
- Be consistent in your branding and mission, online and in person.
- Exceed expectations.