Hi, I’m John Tschohl.
I’d like to talk about the customer service strategy for life insurance that can grow your business.
I think you really have two core customers, you’ve got the agent, the broker, the person that is selling you insurance and then secondly you got the customer. My father sold life insurance, that’s how we lived and when he died, when I was 7 years old he had a life insurance policy that my mother used to support myself and my other older brother.
I know the value of life insurance, but what you want to deliver is what I call the incredible customer experience. Most of the agents I talked to have no love for the provider that they represent. One of my close friends that I go hunting with all the time, I was just with them a few days go, he was talking about how he feels treated so poorly, how he has no love for the company that he represents.
He likes the customers, he is good at taking care of me as a customer but. We need to understand whether if the person is by phone, email, manager, supervisor that we have two customers we got to treat everybody like a king or the queen, the agent, the broker and more importantly also the customer.
Do we make it easy for them to do business with us? Are our people empowered to be able to bend the rules, to make it easier for people to do business with us? Do we train and develop our staff so that they understand the skills and the art of customer service? If you were to take every book or agent that you’ve got and they were to rate you in terms of customer service, would they give you a role model number, would they say you are a 9 or a 10 or would they give you a low rating. Most people when we do our surveys, tend to lie. They’re never going to tell you the truth anyhow but how do you create this brand.
What I believe is that every single person that you have at your life insurance company from the agent, to the management people, to the people on the phone, to the actuaries, if everybody was customer service driven, that means greater speed, greater accountability, treating the customer better, you can grow your business faster, quicker than the other insurance companies. There is nothing more powerful as to creating a customer brand than delivering an awesome customer experience by every single person in your life insurance company.
Look at Leading Empowered Teams to see how I can help you improve the customer service strategy in your life insurance facility.