Category: Customer Service Speaker

2021 Insurance Sales: It’s About the Attitude of the Team

 

As a motivational sales speaker for insurance conferences, I know that as uncertain as 2020 may have been for the entire industry amid unprecedented changes, 2021 will test those in the insurance industry more than ever before.

Insurance industry expert Jean-François Gasc wrote an article on January 6, 2021 detailing the Top 10 most important trends in insurance sales for the coming year. If 2020 was the year of the pandemic, then we must consider 2021 the year of “trust.”

Every Team Must Buy-In

Gasc makes it clear that more than ever, trust is a non-negotiable element in the insurance industry.

“Consumers will not only expect their providers to give them good service and value for money, they’ll also require them to protect their personal information. What’s more, they’ll expect their providers to behave ethically in all facets of their businesses. Insurers that are perceived to have breached the trust of their customers risk substantial reputational damage.”

Building confidence and trust is a team effort and there must be a common mindset to protect the customer. As we have heard time and time again, selling insurance is a team effort. It is not just about someone closing a deal, but having everyone in the organization delivering world class customer service.

The foundation of the client-broker relationship must be a strong sense of ethics coupled with an understanding of the vulnerability of every valued customer. Personal information must be protected as the highest priority.

Does everyone at your agency have a vision of protecting the client?

Why is this mindset so important? Of all of the negative business news that confronted us in 2020, cyber fraud was at an all-time high. Cyber theft occurred in numerous agencies because employees let down their guards. It ranged from team members opening suspicious emails to using unauthorized websites while at work to openly sharing email addresses and sensitive data.

International cyber security expert Evez Hasson wrote (January 26, 2021):

“The pandemic has accelerated the shift towards a more digital world and triggered changes in online shopping behaviors that are likely to have lasting effects… This trend is predicted to grow in 2021. And with many businesses forced to change the way they conduct their sales; the risk of fraud is growing exponentially.”

If we combine the observations of the two experts, we can see two disturbing patterns: cyber crooks are constantly looking for ways to access sensitive files and customers need reassurance that your team is doing everything in its power to protect them.

Are You Determined to Advocate?

Insurance sales comes down to having the daily grit to place the security of the customer above all other considerations. It is a team mindset where everyone shares in that common vision. In 2021, the most successful agencies will have a positive team attitude on behalf of their clients.

Be a part of that mindset. Live that vision, and have the grit to aim for a level of ethics that will make you the industry leader.

Your client needs an advocate. Be that advocate.

 

 

To book Scott Burrows, insurance sales motivational speaker, contact him today through this website or his office at: (520) 548-1169

 

Customer Service Opportunities Win Customers for Life

 

As a motivational customer service speaker, I’ve based keynote speeches on important lessons I first learned in the insurance and financial services industry, and later as a co-owner of an international export company. Customer service means we must always be prepared to go above and beyond the call of duty.

When I was in export sales, my company sold a container-load of a custom-blended fertilizer to a client in Singapore. When the product arrived, it was as hard as concrete, unusable. To save the relationship, we modified the product and shipped them another container load. No one expected us to do it. We lost money at first, but we impressed the client and kept what turned out to be a long-term client relationship.

When it comes to separating yourself from the competition, you must have the vision to see yourself delivering quality customer service and the grit to discipline yourself to customer service excellence.

An Amazing Experience in Dallas

Opportunities to deliver excellent customer service are everywhere. My next keynote speaking engagement may include the following true story.

Not long ago, I was honored to speak at two events at the Grand Old Opry Convention Center in Nashville. Following the second talk, my voice started to crack and it felt as though I was coming down with a chest cold. For a keynote speaker, losing your voice is catastrophic!

I had to catch a plane to Dallas that afternoon to speak at a huge conference the next day. By the time I exited the airport my voice was completely gone (“Oh, great, I’m going to stand-up 1,000 people!”). I used the ride-sharing app and the driver quickly picked me up. I wrote on my iPhone:

“Help! I lost my voice. Can you please take me to an urgent care center near my hotel?”

The hotel was about 30 miles away. It was just the start of an amazing adventure.

As he’s driving, he asked if I was sick. I nodded my head.

“Please sir, let me take care of you. I know what it feels like to get sick in a town where you don’t know anyone.”

He turned off the ride sharing system, so he went “off the grid,” so to speak. He found an urgent care center, then parked, and waited for me. I was diagnosed with a respiratory disorder and given a prescription. He then drove me another five miles to a pharmacy that had groceries. He asked me what I needed in addition to the medicine, then he went around the store and got me snacks plus salt for gargling, honey and tea.

He drove me to my hotel, parked the car, and helped me check in. He took me up to my room and carried my bags. On my iPhone I wrote, “From the bottom of my heart I want to say thank you, for your kindness.”

I carry a $100 bill in my pocket for emergencies. He refused to take it!  I whispered, “I know you did this out of the courtesy of your heart, but I’m in a position to pay. I want to respect you for your time. Please don’t be insult me by refusing. I would feel terrible.”

He finally took it and gave me his personal number. He said if I needed any assistance whatsoever while I was there to please let him know.

He was originally not from this country. He wasn’t rich, but he was determined to give me what he had to give: himself. It is the essence of customer service. We don’t give customers our company mottos, or promotional pens, we give them ourselves.

I will never forget how he made me feel. You’d better believe that if I am ever in a position to help him, I will.

He sold me on himself.

 

Book Scott Burrows, Motivational Customer Service Speaker through this website or by calling: (520) 548-1169