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In case you have not figured it out, I am on a mission to change the way agents/brokers and their clients interact with each other. There are three things that every agent should be doing with their clients; educate, educate, educate. Ok I know what you are thinking. Just like real-estate, it is location, location, and location. But not so fast.
Here Is What I Mean By Educate
Educate Your Clients About Their Risk
The very first thing every agent needs to do is help their clients understand what their risks are. Not just simply fire, wind, and auto hazards, but rather the client’s complete risks. These risks can include liability assumed in a contract, cyber risk, employment liability, and more. This involves truly understanding the client’s business and how to create and deliver real solutions; some of which may not include insurance.
Educate Your Clients About Insurance
Every agent needs to be providing information to their clients on how insurance works, and the pros and cons of the insurance their clients are considering. Do your clients fully understand all the terms, conditions, and exclusions of their insurance?
Educate Your Clients About The Market
It is very important that your clients understand how the insurance markets work, including market trends and market volatility. The swings in market pricing can actually provide opportunities for our clients. As prices go up, why not increase the deductible, thus keeping premiums level?
It should always be the goal of every agent to help your clients understand the value you bring to the relationship.
Cyber Laws Are Changing As Fast As The Internet
/in InsuranceCyber Security Information Sharing Act
At the end of November, the Senate passed the Cybersecurity Information Sharing Act. This legislation gives private companies legal immunity for sharing data with the Federal Government. This was passed over the protests of many lawmakers and consumer advocates. “In theory, the information shared would be limited to ‘threat indicators’ — data such as technical information about the type of malware used or the ways that attackers covered their tracks while sneaking through systems.” Andrea Peterson — The Washington Post
One of the purposes of this legislation is to help U.S. companies react more quickly to cyberattacks on their computer systems. If a company gets hit with a specific type of hack, the federal government would receive an alert and immediately distribute warnings to other companies.
While cyber laws provide some immunity to businesses, it only applies to information sharing with the Federal Government. Businesses still need Cyber Liability Insurance as part of their risk management program. What we do not know, is what will the Federal Government do with information? It will be impossible to know until the law is fully implemented later in 2016.
Cyber Prevention Tips
Why A Trained Agent Is Better Than An Untrained Agent
/in Agent, Customer Service, RelationshipsAgents come in many shapes, sizes, and qualifications. Every insurance agent must go through a basic level of insurance training in order to obtain a license. In order to keep their license, an agent must take a minimum level of training annually. Unfortunately, many agents never do any more than the minimum. There is so much more to know about insurance than just the minimum of training. It is imperative that all agents continually keep trained and educated in order to create, and deliver insurance and risk solutions to their clients.
Training benefits to agents and agencies
Training benefits to clients
Professional development can come in many forms. But having an agent who is trained will always provide a broader depth of skill and experience to the client.
Our Holiday Wish… That Insurance Agents Become Trusted Advisors
/in Agent, RelationshipsThis is the time of year when we give thanks. We would like to thank our clients and market partners for their support this year. We would also like to thank all the agents who have followed us, and who are changing the way they do business. We continue with our mission to encourage insurance buyers to think about insurance as a service rather than a commodity, and to challenge insurance agents to strive to become trusted advisors.
Are you sought after by your clients for more than just your insurance knowledge? Do you spend time educating yourself on your client’s business needs? Are you aware of the trends and issues that will impact your customers next year? If you answered yes, you are on your way to becoming a trusted advisor.
What Is A Trusted Advisor?
A trusted advisor is an agent who becomes so important and valued by the client, that the client seeks advice from the agent on a number of issues other than just insurance. A trusted insurance advisor becomes part of the firm’s consultant team, which includes attorneys, accountants, and human resources consultants. More than anything, being a trusted advisor is about establishing a set of behaviors.
Behaviors Associated With Trusted Advisors
Invest In Customer Satisfaction
/in Customer ServiceIf you search the web you will find many good articles on how increasing customer satisfaction boosts your profit and is a good return on investment. While these are good articles, they miss the point. Don’t deliver outstanding customer service to make money, do it because it is the right thing to do. We believe that a happy and satisfied customer will become your ally, and you become their trusted advisor.
Here Is What We Know About Customer Service
What Customer Service Tools Should We Invest In?
Go win the day!
Risk and Insurance Outlook
/in InsuranceAre you concerned about the future? Is your risk management program designed and prepared for changes in pricing, economic downturns, healthcare, changes in employment laws and the upcoming political elections? A broker or agent who cares about your business will be on the forefront of change. Part of providing outstanding customer service is helping clients understand how current and future trends may affect their risk program.
Every so often we think it is a good idea to talk about what may be happening regarding insurance and risk management. We review many different insurance publications, insurance company bulletins and other professional’s opinions, to analyze these trends. This allows customers to make educated and informed decisions about their individual programs.
What Is Going On That May Impact Your Risk Program
Simple Ways To Deliver “WOW” Customer Service
/in Customer ServiceWe have been on a journey over the past few months to discover how insurance agents and buyers need to re-think how insurance is purchased. We believe that relationships are an important part of the insurance process. Agents have relationships with insurance companies and with their clients. The agent’s objective should be to deliver “wow” customer service and provide a high level of expertise in insurance and risk management.
There are a few simple things that agents can do right now that will change the culture of your agency and help your team deliver outstanding customer service. Here are four things you can do today that will get you on the path of delivering “wow” customer service and also develop deeper relationships with your clients.
Now go make a difference!
Move From Average To Exceptional Customer Service
/in Customer ServiceWe recently ran across a study by PeopleMetrics where they outlined methods of improving the relationships between agents and customers. We thought this information fit right into our continued effort to change the way we think about the insurance buying process.
“According to a recent Accenture survey, 91% of insurers “believe that future growth depends on providing a special customer experience.” So it would appear that the industry has realized the current system is flawed and is actively interested in bridging the gap between average and exceptional. But what does an “exceptional customer experience” look like in the insurance industry?” www.peoplemetrics.com
How To Bridge The Gap Between Good And Great Customer Service
Now go win the day!
Cyber Liability; The Risk That Evolves Daily
/in InsuranceDid you know that an average business has a greater chance of having a cyber breach than it does of having a fire? It is true, and your business insurance policy most likely will not cover cyber liability losses.
Technology has enabled the common criminal to get into the world of cyber crime. Small businesses are a prime target, as most small businesses have little to no protection. Criminals can actually purchase programs that can be set up to hack dozens of businesses at the same time. It is important that your business has the right business insurance, including cyber liability insurance. Here are a few of the evolving cyber threats.
Malware hacks
These are programs that can be attached to an email or web site. The malware then can target specific systems.
Example–A small retail shop owner opened an email with a malware attached. The hack program then found 1,500 credit card numbers of the shop’s customers. The shop did not know about the hack until customers called about the fraudulent charges. The shop owner incurred over $75,000 in notification and payment expenses.
Social Hackers
This scam involves someone posing as a trusted bank or other advisor. The criminal then relies on the business owner or manager believing the call is legitimate and divulging privileged information.
Example–A CFO received a call from a hacker (acting as a bank official) requesting verification of account information. Through the process, the hacker obtained privileged information. They then used this information together with other data to make withdrawals from company accounts.
Key Business Insurance Coverage Offers Real Solutions
Why Hand The Baton To An Agent?
/in Customer Service, Insurance, RelationshipsWhat are some of the benefits of passing the baton to an independent agent?
Together we will run the race with professionalism, excitement, experience, and customer service in mind, to deliver the best possible combination of coverage, service, and price.
Three Things Every Agent Should Be Doing
/in Customer ServiceIn case you have not figured it out, I am on a mission to change the way agents/brokers and their clients interact with each other. There are three things that every agent should be doing with their clients; educate, educate, educate. Ok I know what you are thinking. Just like real-estate, it is location, location, and location. But not so fast.
Here Is What I Mean By Educate
Educate Your Clients About Their Risk
The very first thing every agent needs to do is help their clients understand what their risks are. Not just simply fire, wind, and auto hazards, but rather the client’s complete risks. These risks can include liability assumed in a contract, cyber risk, employment liability, and more. This involves truly understanding the client’s business and how to create and deliver real solutions; some of which may not include insurance.
Educate Your Clients About Insurance
Every agent needs to be providing information to their clients on how insurance works, and the pros and cons of the insurance their clients are considering. Do your clients fully understand all the terms, conditions, and exclusions of their insurance?
Educate Your Clients About The Market
It is very important that your clients understand how the insurance markets work, including market trends and market volatility. The swings in market pricing can actually provide opportunities for our clients. As prices go up, why not increase the deductible, thus keeping premiums level?
It should always be the goal of every agent to help your clients understand the value you bring to the relationship.