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partners in risk

Improve Your Customer Service Experience

 

Customers are the lifeblood of any business and should always take precedence. Customer experience enhancements result in a more loyal customer base. Loyal customers purchase more frequently, spend more, and recommend you to their friends and family. They leave positive reviews for customers. So how are you and your team going to accomplish this? The objective is not simply to have happy clients but also to have educated partners.

The customer experience can be defined by the interactions and experiences your customer has with your agency throughout the entire customer journey, from first contact to becoming a happy and loyal customer.

Several of the most frequent causes of negative customer experiences include the following:

  • Procurement procedures that are difficult
  • Negative customer service experiences
  • Compromise the personal security of a customer
  • Waiting an excessive amount of time on hold
  • Ignoring feedback from customers

Here are a few actions you can take to improve your customer service experience.

  1. Know your customers. The first step in customer service is to understand your customers’ needs, experiences, and expectations.
  2. Treat customers as you would want to be treated.
  3. Maintain personal, old-fashioned contact with clients. In an age of automation, being a little retro can have significant benefits for your business.
  4. Teach about risk and insurance, don’t just sell a policy.
  5. When a customer signs up for your free trial or purchases your product, do you reach out with a personalized email or send a thank you note.
  6. As we all know; successful businesses are those that maintain a high level of customer satisfaction. One of the most critical components of developing strong customer relationships is involving them in community or social events. When you include customers on your team and give them credit for your success, they feel valued and honored. It is a significant event for them.

While the massive national agencies spend millions on television ads and offer barebones policies, they do not know you. When your needs change or your situation complicates, you don’t want an automated phone tree or cold cyber-agent. You want to talk to compassionate, honest insurance experts – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.

partners in risk

Agents And Insurance Buyers Can Always Learn Something New

It seems that the insurance buying process often sets up the perfect storm of comparing coverage, pricing, and service, but it ends up with low-cost winning in the short term and then losing when a claim occurs. How can we help change our understanding of this process so that everyone gets a win? Here are some thoughts.

Agents Should

Be prepared, educate yourself on insurance and risk management. Coming to consultations well-versed in the needs of the other person also assures them that you as the agent will go the extra mile on their behalf.

Listen, ultimately, you’re here to help your customers. If they believe your plan takes precedence over theirs, your business relationship will not last long. You can only meet someone else’s needs if you listen to what those needs are, so always be ready to listen as well as speak.

Try to sell rather than teach, here is what we like to do before we even say the word insurance. We ask questions to understand your needs better. We share our knowledge about your risks, and we help identify the individual risks you face and start the process of putting together a plan to protect you with a combination of insurance, risk transfer, and avoidance techniques.

Our clients routinely tell us that “this is the first time someone took the time to explain this to them. They feel empowered to control and have ownership of their insurance program.

Insurance Buyers Should

Shopping for insurance based solely on price. Comparing insurance policies can be perplexing, but resist the temptation to simply select the policy with the lowest premium. Consider the agent’s qualification, experience, and the company’s reputation, as well as the coverage you’d receive for the premium.

Understand what you are buying, make sure you understand what your insurance policy covers and does not cover.

Not updating your coverage, how long has your family or company had the same insurance policy or policies? You could be making a costly mistake if you simply renew your policy year after year. Consider how much your family or business has changed in the last year.

While the massive national agencies spend millions on television ads and offer barebones policies, they do not know you. When your needs change or your situation complicates, you don’t want an automated phone tree or cold cyber-agent. You want to talk to compassionate, honest insurance experts – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.

partners in risk

2022 Insurance Planning

It will be imperative to evaluate your personal insurance program now that 2022 is approaching. Before buying insurance, most consumers don’t take the time to consider their exposures, options, or present financial situation. It’s critical to take stock of your own finances in order to plan for the future.

It is equally important to work with your agent to help you understand what kind of insurance you are buying and why you are buying it. A good agent will educate you on your risk and help you determine what coverage you need and what coverage you may not need.

Remember insurance is not a product, it is a relationship. The more you know the better decisions you can make.  These are things your agent needs to be talking to you about. If they don’t call you, call them to set up a meeting to review your risk, insurance, and coverage.

  • Make Sure That You Are Dealing With A Licensed Insurance Agent – Insurance companies and agents are both required to be licensed by the state, and their information may be found online at the state’s insurance department. Most state insurance departments have resources online to aid you in choosing the correct insurance and ensuring that the person or organization you’re dealing with is an expert in that field.
  • Examine Your Automobile, Home, and Personal Liability Limits – If your policy limits are less than $100,000, you may be able to cover your legal liabilities in the event of a claim or accident. Anyone with any assets or income to protect should get minimum liability coverage of $500,000 to $1 million or more. You will find the cost of higher limits is very competitively priced.
  • Recognize The Risks And Coverage You Require – Every property, home and family is unique and comes with its own set of risks. For example, the type of insurance required will also be determined by whether the property is utilized as a primary residence, a long-term or short-term rental, or a condominium. In general, homeowner’s insurance is intended to protect against dangers beyond the owner’s control, such as rain, wind, fire, vandalism, pipe bursts, falling objects, theft caused by broken glass, and so on.
  • Keep a Home Inventory — Keeping an accurate inventory of your personal belongings will help you recover faster in the event of a loss.
  • Bundle Your Insurance – Save money by combining your vehicle, house, and umbrella policies with one insurer.
  • Choose the Right Deductible – A greater deductible lowers your premium, but you’ll be responsible for more out-of-pocket expenses in the event of an accident. If you have a clean driving record and no accidents, you might choose to take a chance and pay a higher premium. The benefit for taking this risk might be as much as a 40% discount. 
  • Consider Identity Theft — One of the fastest-growing crimes in the United States is identity theft.
  • Read Your Policy – I’m not referring to the 1-2 page Declarations Page that serves solely to demonstrate coverage, but rather the 20-30-page insurance Binder or Policy that provides the specifics of the coverage and exclusions. Nobody enjoys reading insurance policies, so don’t be surprised if you don’t comprehend them.
  • Purchase from a financially stable business — Your insurance coverage is only as good as the firm that backs it up. The insurance firm should be rated “A+” or better.

Insurance is not a product. It is a promise and a trusted relationship. Here at Reichley Insurance Agency, we are not going to sell you something you don’t need. We want to talk to you, determine your needs, and get you covered at the right price. You want to talk to compassionate, honest insurance experts – that’s our team. You shouldn’t have to spend hours researching and comparing policies. Let the specialists at Reichley guide you through the complex insurance industry.

Call today to alleviate the worry and get covered – (937) 429-0655.

 

insurance

Are You Being Asked To Be Your Own Agent?

We live in an ever-changing world, and your company’s insurance coverage needs to change with it. You must be able to adjust and update your insurance program regularly to keep your commercial insurance up to date. The insurance sector has produced a number of cutting-edge insurance products that your company may require.

But the issue seems to be; are business owners purchasing their own insurance without the support and advice of an agent? There are not any “standard” insurance solutions for business insurance. It will vary depending on the business you own. There is not one fits all solution to your business insurance risks. Even restaurants are unique enough that it is important to have unique insurance products that address specific needs.

Here Is How We Help And Support Our Clients

These are where we start in the development of an insurance program that addresses your specific needs.

  • We get to know you first.
  • What kind of risk do you have?
  • Are you open to taking more risks?
  • Can you avoid certain risks?
  • What are the financial resources you want to protect?
  • What does your supply chain look like?
  • What are your exposures to loss?
  • We explain the difference between risk transfer and risk avoidance.
  • What is your risk appetite?
  • Do you understand that insurers offer different solutions?

It is not a cookie-cutter approach that works to protect your business. It is imperative that you partner with an agent that can help you identify your risks and create a program that fits your needs. There are some general insurance solutions that many businesses might need, and we have listed these below.  

Common Commercial Insurance Products

When it comes to managing your property, having an agent that understands your risks, the market, and has the skills to build a program that meets your objectives is invaluable. Each policy is unique and subject to your own terms and conditions. 

  • Commercial Property Insurance is recommended whether a company owns or leases its space. In the event of a fire, loss, storm, or theft, this insurance protects your equipment, signage, inventory, and more.
  • Business Interruption Insurance covers the loss of income that a business suffers after a covered loss (fire, windstorm, etc.), while its facility is shut down or in the process of being rebuilt.
  • Tenant’s insurance is needed if a commercial lease requires tenants to carry a certain amount of insurance. A renter’s commercial policy covers damages to improvements you make to your rental space and damages to the building caused by the negligence of your employees.
  • Commercial Liability insurance is necessary for any business, even if it is run from home. If you, your workers, or your products or services cause or are alleged to have caused Bodily Injury or Property Damage to a third party, the policy covers both defense and reparations.
  • Directors and Officers Insurance is needed even if you are a privately held business. Directors and officer’s liability Insurance protects your business, owners, executives, and managers if individuals, competitors, third parties, or government regulators make claims for damages.
  • Commercial Auto Insurance covers The automobiles owned by a business are covered by commercial auto insurance. Vehicles that transport employees, products, or equipment can be protected. You can protect your work cars, SUVs, vans, and trucks from damage and collisions with business auto insurance. If you don’t have company vehicles, but your workers use their own cars for work, you should get non-owned auto liability insurance to protect the firm in the event that the employee doesn’t have insurance or has inadequate coverage.
  • Cyber Liability is a risk that every business has. According to the Insurance Information Institute, businesses have a greater chance of having a cyber breach than they do of having a fire. Most businesses should consider cyber liability insurance, which is designed to cover the costs of investigations, notification, and credit monitoring for affected individuals, regulatory compliance, defending lawsuits, and payment of any resulting judgments or settlements.
  • Faulty Workmanship is a new and unique endorsement that provides a specific limit to protect against claims arising out of faulty workmanship, materials, or products. These claims would otherwise be excluded by the “business risk” exclusions found in every standard ISO Commercial General Liability policy.
  • Equipment Breakdown coverage offers extra protection for electrical, mechanical, or digital equipment used by your business, including heating, cooling, and refrigeration systems; computers and communication equipment; and more. It can pay for the cost to repair or replace the damaged equipment in the case that there is physical damage, as well as cover the cost of service interruption.
  • Debris Removal Insurance covers the cost of removing debris after a fire, flood, windstorm, etc. For example, a fire burns your building to the ground. Before you can start rebuilding, the remains of the old building have to be removed. Your property insurance will cover the costs of rebuilding but not of removing the debris.

Remember, pick an agent first, allow them to educate and inform you of your risks, then together design a business insurance program that works for your business.

 

meeting

How We Develop Motivated Professionals

There is no question most agencies are not managed or led by just one person. Usually, there are a number of people who contribute to the company’s success. One of our agency’s guiding principles is that we are a team, a bomber squadron, not individual fighter pilots. While both are needed, we tend to think of ourselves as a group of professionals all with the common goal of serving our clients.

Bomber Squadron Traits

  • Individuals must work together to accomplish a goal
  • If one person slacks on the job, the rest suffer
  • Everyone gets the win when the job is done right

Fighter Pilot Traits

  • Individual focused
  • Risk-taker
  • Reckless

Collaboration and teamwork in business are in the top four skills that determine the success of an employee. Through teamwork, a person can have their voice heard, leading to better ideas and more revenue for a company.

Increased production, creativity, and client satisfaction are the benefits of teamwork. Because teams can solve problems faster due to the range of methods and skillsets, organizations with well-functioning teams generally outperform their competitors.

How We Define Success

  • Did we help someone today?
  • Did we solve a problem?
  • Were we able to educate and inform a prospect or client?
  • Do our clients feel more comfortable?
  • When a group of coworkers get together, bounce ideas off one another, and share feedback with one another, beautiful things in the company can happen, and our clients benefit.

How Does This Benefit Our Clients?

  • Create new ways of looking at insurance issues.
  • Better informed and educated clients.
  • We hold each other accountable, which improves customer satisfaction.
  • The workflow is streamlined, creating more effective communication.
  • People are empowered to make decisions in order to meet the customer’s needs.

We invite you to become part of your team. Insurance is not a product. It is a promise and a trusted relationship. Here at Reichley Insurance Agency, we are not going to sell you something you don’t need. We want to talk to you, determine your needs, and get you covered at the right price. Our team is ready to educate and serve you.

Insurance Customers Needs Are Changing

partners in riskWith all the changes going on in our world, customers’ needs seem to change as well. In a recent customer satisfaction survey regarding customer service, we found many interesting changes in what people what.
Customer service has quickly risen to the top of the priority list for consumers, and 2021 will be no exception. But why are so many businesses putting a premium on the consumer experience, and what happens if they don’t?
A customers’ loyalty is no longer based on price or product. Instead, they remain loyal to businesses because of the experiences they have had with them.

Customers want to have a place to get all their insurance fulfilled at one time.

Top Consumer Priority
1. Customer experience 46%
2. Pricing 21%
3. Product 33%

The survey found that 86% of consumers are willing to pay more for a better customer experience. How we define customer service:

• We educate rather than sell.
• Seeking alternatives to insurance is always an option.
• Giving our clients many ways to communicate with us is a priority.
• We develop relationships.
• Insurance should be one of many solutions to your risk concerns, not just a product
• Trust is one of the few remaining differentiators available to the modern insurer. Not only that, but it’s still the biggest indicator of a long-term sustainable business.

The client, regardless of the insurance firm, looks to you, the agent, for guidance, support, and responsiveness. Remember to put your client relationships first, despite the evolving tactics and focuses in today’s insurance markets, and you’ll find yourself building a book of business that sticks around for the long haul.

What Are Clients Looking For In An Agent?

meetingA recent study by a leading insurance research firm showed something we have been saying for years. That is, when it comes to insurance buying most people are not just looking at price. There are many factors that will lead a person or business to select their agent.

Here are some of the factors clients consider when shopping for insurance:

  1. Clients want to be educated about risks they face.
  2. Clients want their agent to ask questions about their family and business.
  3. Clients want to connect with, and be cared for by, their agent.
  4. Clients want a partnership, not a salesperson.
  5. Clients want assurance their coverage needs are met, not just “sold” a product.
  6. Clients want to understand how their insurance works.
  7. Clients want good communication with their agents.

Price is part of the process, but less than 20%, according to Yana Glezina the director of brand and communications at Rocket Referrals, a leading insurance communications platform based in Des Moines, Iowa.

Here are ways to improve communication with your clients:

  • Return calls the same day.
  • Educate—do not sell.
  • Text clients who are not into email or phone calls.
  • Send your clients thank you notes and birthday cards.
  • Be available when clients reach out randomly with a question.
  • Reach out to your clients with meaningful and timely content.
  • Respond to good and bad reviews.

If you are doing these things, then you are on your way to developing a true partnership with your clients.

Here Is Our Secret to Getting Our Clients The Best Possible Combination of Coverage, Price and Service.

light bulbThere is nothing wrong with wanting competitively priced insurance for your home or business. The issues seem to arise when an insurance consumer takes the low-cost insurance without regard to coverage, their risk, or services offered. We have found a way to help our clients get the best of both worlds; we call it CPS (coverage, price, and service).

Coverage– your policy needs to be designed to give you the insurance you need.

Price– We will work with our insurers to get you a policy you can afford with the coverage you need. We believe in value, not just low prices. We make sure you get all the credits you deserve. We will re-run your credit score as needed.

Service– Insurance is evaluated in the service you receive during the year and after a claim has been reported.

Here are the keys to getting the best possible combination of coverage price and service.

Relationships matter. Relationships still matter and always will. For all its regulations, calculations, and machinations, insurance still requires a personal touch. An agent must have a good relationship with the insurers it represents to get the best level of service, which is passed on to the customer. The agent’s relationship with the customer is important in order for the customer to receive the service they desire.

Communication. We listen to our clients, allowing us to better understand their needs and design an insurance program that meets their needs. We take the time to educate our clients on the different types of insurance, eliminating insurance that is not needed, and saving money.

Be an Invaluable Resource.  We help you understand risks you may not have known about and create insurance solutions that will cover a potentially un-insured claim.

Authenticity. By maintaining an open and honest relationship with our clients allows us to show our value and the importance of building trust. We are able to speak freely about the coverage you need and the coverage you may not need.

You are buying a process of how we work with you to provide the coverage you need.

What Keeps You Up AT Night?

Every one of us has certain things that keep you up once in a while. It might be your job, the kids, illness, or other life’s problems. Our goal to make sure that protecting your family with the right insurance does not keep you up.

Here is how we help you sleep at night

  1. We never sell you a policy. We ask questions and educate you so that the coverage you but the right fit for you.
  2. Insurance is a complex transaction, so we work hard to make sure you understand how insurance works before you make a decision.
  3. Our team is licensed and have years of experience that help us better educate you.
  4. We are here to answer any questions you may have regarding your insurance decisions.

According to an Insurance Journal article, here are the top issues that keep people up.

  • Flood and other natural disasters
  • Identity theft
  • End of life issues
  • Eldercare

We can provide valuable information regarding each of these so that you can make the right decision for you and your family. We hope you noticed that we don’t just offer a quick insurance product. That is because we will only offer you an insurance solution after we fully understand your needs.

Connect with us and let us show you how we do it

Over the last sixty years, we have established a reputation for honesty, high morals, integrity and friendly, professional customer service – pillars of a successful insurance agency. Based upon this foundation, the staff of Reichley Insurance Agency commits to the following mission.

COVID-19 and the New Cyber Challenges

The CIOVID-19 pandemic has affected the way we do business in a very significant way. Many businesses are requiring people to work remotely.  Employers are finding that having employees work remotely may be the new normal.

COVID-19 has forced us to become more dependent on the internet, as desperate measures, like social distancing, disrupt economic activity and everyday life.

This new way of doing business could mean that employees are collecting client information from home or other places that may not have the same cyber security as an office network.  In some instances, employees who are working remotely are forced to use their home computers because they do not have a company laptop.

Top Work-from-Home Cyber Concerns

  • Unsecured video conferencing
  • Using unsecured networks
  • Spam and phishing campaigns exploiting the COVID-19 pandemic
  • Maintaining security-critical operations, such as patch management
  • Supporting employees to ensure they have what they need to work from home without sacrificing security
  • Theft of client information from lap tops
  • Changes to regular security-critical processes
  • Using social media platforms from unsecured networks

What Can Employers Do to Reduce the Threat?

  • Do not open email from people you do not know.
  • Do not reveal personal or financial information in emails, and do not respond to email solicitations for this information.
  • Do not provide personal information to unknown websites or uninvestigated third-party messengers.
  • Do not share the virtual meeting URL’s on social media or other public channels.
  • Avoid clicking on links in unsolicited emails, and be wary of email attachments.
  • Lock your screen if you work in a shared space.
  • Provide corporate computers/devices to staff while teleworking, where possible.
  • Use secure, password-protected emails when sending documents.
  • Ensure that adequate information technology resources are in place to support staff.
  • Provide secure video conferencing for corporate clients (both audio/video capabilities).

Over the last sixty years, we have established a reputation for honesty, high morals, integrity and friendly, professional customer service – pillars of a successful insurance agency. Based upon this foundation, the staff of Reichley Insurance Agency commits to the following mission:

  • To provide the clients with quality products and services through financially sound insurance companies committed to the American agency system.
  • To provide prompt and courteous service by handling each account as if it were our own and by treating each client the way we would want to be treated.