From Transactions to Relationships: Troy Korsgaden on Elevating Customer Experience

Weekly Trivia 🤔 Question: 

How did the property/casualty insurance industry in the U.S. perform in terms of net premiums written in 2022?

* Answer at the bottom of the newsletter👇

Today In 5 Minutes Or Less (TLDR):

🔒 Transforming Insurance Sales: Guide to Concierge Customer Service🔒

Dear Loyal Reader:

Welcome back to your go-to source for game-changing insights in the insurance world! We're Jason and Craig—your trusted Insurance Dudes—here to provide you with the latest strategies and actionable tips to transform your agency!

Let's dive right into the strategies you can start implementing TODAY to move away from just being a transactional agent and step into the realm of being a trusted advisor and a concierge for your clients.

### From Transactional to Transformational: Elevate Your Agency

1. Embrace Concierge Service: The Future of Client Relations

Gone are the days of one-size-fits-all. Your clients crave personalized service and experiences. Start thinking like a concierge:

- Listening First: Understand your client's needs on a personal level before jumping into solutions.

- 360-Degree View: Offer comprehensive advice that considers all their insurance needs. Think beyond the single product sale.

2. Leverage Technology, Don't Fear It

Technology isn't here to replace you; it's here to streamline your processes and make you more efficient:

- Automate the Mundane: Use automation for scheduling follow-ups and reminders.

- CRM Mastery: Invest time in learning your CRM tool to keep detailed records of each client interaction.

3. Power Phrases to Win Clients Over

Specific words can guide your clients towards a positive decision. Practice using power phrases like:

- "As your advisor, my goal is to find the best solution for you."

- "Consider the full spectrum of coverage—here’s why this product complements what you already have."

4. Follow-Up Like a Pro

Ensure client satisfaction doesn’t stop after the sale:

- Systematic Follow-Ups: Schedule timely check-ins post-purchase to address any concerns.

- Feedback Loop: Ask for feedback and genuinely incorporate it into your service strategies.

5. Managing Processes, Not People

Efficiency comes from optimizing processes:

- Process Over Personalities: Create clear, repeatable workflows for critical tasks.

- 15-Minute Rule: Break your tasks into 15-minute increments for better time management.

6. Stressing Action with the 'Law of 72'

Strike while the iron is hot! Implement learned strategies within 72 hours:

- Immediate Implementation: Make it a habit to work on new ideas within three days of learning them.

- Dedicated Time Blocks: Set aside specific times for new task execution.

7. Be Slow to Hire, Quick to Fire

Your team should be your strength:

- Thorough Hiring Process: Take your time to find the right fit for your culture.

- Annual Review: Regularly review your team’s performance. Don't hesitate to make necessary adjustments.

8. Multi-Line Magic from Day One

Introduce multiple product lines right from the initial meeting:

- Holistic Approach: Educate clients on the benefits of bundling products.

- Trust Building: Demonstrate your comprehensive understanding of their insurance needs.

9. Adapt to Industry Evolution

Stay relevant by adapting to new business models and trends:

- Continual Learning: Keep updated on industry changes and evolving consumer preferences.

- Client-Controlled Business: Empower clients by giving them more control and choices in their insurance decisions.

10. Open Up About Mistakes

Sharing your failures makes you relatable and highlights your learning curve:

- Transparency: Be upfront with clients about the journey, including bumps along the way.

- Learning Opportunity: Use these moments to show how you're continually improving.


So there you have it, 10 powerful, actionable strategies to take your agency from good to extraordinary. Remember, it’s about creating deeper relationships, leveraging technology to enhance personal service, and always striving to be better. Implement these steps today and watch your client relationships—and your bottom line—transform.

Craig Pretzinger and Jason Feltman

The Insurance Dudes! 🚀

"I think that we need in our industry as a whole, we need more optimism and more people leading that.

Jason Feltman

Boosting Client Satisfaction with Efficient Information Management

Elevating the client experience is paramount in our line of work. I had to learn this the hard way. Let me share a quick story to illustrate how crucial this is. Early in my career, flying by the seat of my pants, I thought I had everything handled. Boy, was I wrong.

I ended up losing a big client, and it was devastating. Why? Because it was painfully difficult for them to get in touch with us. Imagine spending an hour sifting through a filing cabinet, trying to find just one document. It seems archaic now, but back then, that was my reality. This inefficiency didn’t just waste my time; it was wasting my client's time, too. And guess what? Clients don’t stick around for that kind of treatment.

When this big client left, it was a wake-up call. I realized I needed to overhaul how we handled client interactions. We implemented new systems to make data readily accessible and streamlined processes to enhance our response time. Everything got quicker and more efficient, not just for me but for my entire team.

We invested in technology that allowed us to pull up information in seconds rather than hours. This wasn’t just a fancy update; it allowed us to be more responsive and, ultimately, more valuable to our clients. We moved to digital platforms where client information was organized and at our fingertips. This change made it so much easier for our agents to provide timely and accurate responses.

It’s important to understand that clients today expect speed and efficiency. If you can’t deliver that, they have plenty of other options. By enhancing our systems, we didn't just improve our efficiency; we significantly improved the client experience. Clients felt heard and valued because we could provide what they needed quickly. This simple switch made them feel cared for and ultimately led to higher client retention.

Trust me, investing in tools that enhance client communication and access to data is not just a nice-to-have; it’s a need-to-have. The ability to solve issues swiftly and efficiently can be the difference between keeping a client and losing one. Don't wait for a wake-up call like I did. Embrace technology and proactive client service now. It will save you a lot of trouble and heartache down the line.

"Succeeding in business is all about making connections. You have to be responsive to your customers, they appreciate it when you make the effort to get back to them quickly."

-Richard Branson

Around The Web 🌎

Instagram 📸

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The YouTube 🎥

Craig opens up about a personal story involving a near-canceled Christmas trip and how understanding retention saved the day. We discuss why focusing on retention isn't just about hitting bonuses—it's a game-changer for long-term profitability.

This Week On The Podcast 🎧

We dissect the unparalleled achievements of our team, spotlighting the standout performer who's on the brink of smashing through the $50k ceiling. We lay out the blueprint of fierce short-term competitions and the electrifying effect of activity-based incentives, which have been the rocket fuel for our weekly achievements. Learn how the seductive pull of a $5,000 getaway for our top earner has injected an undeniable buzz into our ranks – a strategy that not only spikes motivation but breaks down barriers, making the extraordinary seem within reach.

Answer To The Weekly Trivia Question: 

In 2022, the property/casualty insurance industry in the U.S. wrote $775.1 billion in net premiums, marking an 8.3% increase from the previous year. This growth highlights the industry's resilience and continued expansion despite economic challenges.

We put together a free book and checklist to grow your insurance agency 👉 Here

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