Category: Insurance Sales Speaker

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

 

 

 

The Changing Landscape for Insurance & Financial Services

 

As a former insurance and financial adviser, I know much has changed in the past few years in the insurance and financial industry. Customers are more sophisticated and they want to be seen as people, not numbers.

Roi Agababa, the CEO of Novidea, a major brokerage software provider for all lines of insurance, recently wrote an article entitled “5 Key Challenges Facing the Insurance Industry.” One of the challenges he notes is that customer expectations have changed.

He points to the fact that “70 percent of customers expect [their insurance] business to tailor communications and services” based on transactions in the past. When they renew, they assume their experience will be “a frictionless experience – hassle-free, no waiting, and self-service where possible.”

This experience may sound less personalized, but it’s not. The new insurance buyers still want personal attention but on their own terms.

“Digital-savvy millennials are gradually replacing baby boomers as the main buyers of personal insurance and, with a phone always in hand, expect to transact anytime from anywhere.”

Business as Usual is Changing

Salesforce Research organization recently surveyed more than 6,700 consumers and business buyers of goods and services around the world. The results were far different than we might have imagined. Some of the highlights of what they found include:

  • When they call your office, more than 75 percent expect the insurance companies to understand their needs and expectations. This obviously requires a thorough knowledge of your products.
  • Millennials do their research. They have undoubtedly studied many aspects of your products before they call. Getting the sale means doing more, knowing more and approaching their needs without condescension.
  • Along with the point above, “59 percent of customers say tailored engagement based on past interactions is very important to winning their business.” When they ask for options or a presentation, they want it tailor-made not boiler-plate.
  • 84 percent of customers say being treated like a person, not a number, is very important to winning their business. Just because they may find you online or even prefer to correspond with you through texts and emails does not mean they want an impersonal interaction.
  • 63 percent of your insurance or financial services customers want new and innovative products; at the same time, nearly 70 percent are not impressed with ho-hum products that every other representative is offering.
  • Finally, there has been an increase of about 62 percent of concerns about cybersecurity than only two years ago. Expect your current and future clients to ask about cybersecurity within in your firm. How will you answer?

“Business as usual” will never be quite the same. The new generation of insurance and financial services buyers want seamlessness of transactions, expertise, and personalization.

In 2020, you must have the vision to meet your clients’ demands where they are, the determination and daily grit to rise above your competitors, and the dedication to being the best agent you can be.

 

To contact Scott Burrows, Inspirational Insurance and Financial Services Speaker, contact his office today through this website or by calling: (520) 548-1169