A solid, steady client base is the bread and butter of any successful franchise. And while landing new customers is essential, what about keeping them on board and building lasting relationships? You can take several proactive steps to help ensure clients not only buy from you the first time but renew their policies and become “customers for life.”
Offer and Promote Multiple Lines of Insurance
Customers may be unaware of all the coverage your agency provides beyond core policies like homeowners and auto. Make sure they know about your additional offerings, such as boat, life, health, pet and flood insurance. After all, you don’t want to give them a reason to seek out a competitor whenever additional insurance needs arise. The breadth of products offered through We Insure is virtually matchless — but customers may not realize that unless you tell them.
Schedule Yearly Policy Reviews
Clients’ insurance needs change over time as kids arrive, learn to drive and depart for college. Or as policyholders start businesses or purchase the motorcycle of their dreams. But with busy schedules and so many day-to-day priorities, reviewing coverage details could easily fall off a customer’s radar. Reach out to clients annually and offer to go over their current coverage with them and see if anything needs to be updated or added.
Encourage Auto-Pay Enrollment
When a client misses a payment, it can put them on the path to cancellation of coverage. And unfortunately, payment failure is a common cause of customer loss. But with auto-pay, they’re more likely to stay up to date and less likely to let their coverage lapse.
Get Ahead of the Conversation on Premium Increases
No one likes to hear that their insurance premium is going up. But advance notice can help soften the blow and mitigate customer frustration. Reach out to customers well in advance of any increases and be proactive about offering to help find ways to adjust coverage to keep premiums in line with their budget.
Extra! Extra! Read All About It!
Consider sending a monthly newsletter with helpful advice, safety tips and other informative and useful content. Because insurance is a local business, include community news, events and updates to keep your subscribers dialed in. Providing relevant news and information will help keep your agency top of mind and make it easier for customers to reach out to you should any need arise. But be careful not to abuse this privilege — keep a regular cadence, but don’t overwhelm their inboxes.
There are numerous tactics you can use to boost client retention, but it essentially boils down to one thing — meeting, or exceeding, expectations. Keeping customers satisfied not only increases the likelihood they’ll stay with your agency long-term, but also boosts the chances they’ll become brand ambassadors and recommend you to friends and family. Keeping your current customers satisfied can be one of the best ways to grow your business in the long run.
The information contained in this page is provided for general informational purposes only and may not be applicable to all situations. We Insure makes no guarantees of results from the use of this information.