Re-engineer your company by beginning with a vision of what the customer wants.
| If you surveyed a room of agents why their last account went to another agency at renewal, the overwhelming majority will tell you it was because of price. Our industry actually tells us that the number one reason a client leaves their current agent and moves to another is because they didn’t think they mattered to them. The client felt like the agent didn’t care about them. Price is actually #4 on the list of why a client leaves.
Not all client expectations can be considered and/or catered to when engineering or re-engineering your company, but we need to first be aware of what those expectations are and try to formulate our client service programs to meet that very important “relationship quotient” in the life of our client or we may become another industry statistic. |
