It’s popular opinion that the insurance industry is rife with complications and loopholes. Then again, it’s not like it’s entirely untrue. That’s why it’s always good to address the concerns of confused clients and have things clarified. This goes for insurance as well as any other industry. Good customer service will always benefit any type of business relationship whether it’s between a business and a consumer or between businesses themselves. (In your case, it could be both ways!)
Bad customer relations could mean bad referrals and bad referrals only spell trouble for future marketing efforts.
Therefore, here are three steps to address the insurance concerns of your prospect that can also prove beneficial to lead generation.
- Step 1 – Improve the system that receives inquiries. These inquiries can come in many forms and from different parties. These could be current clients wanting clarification about your coverage. These could be new business prospects who want to know more about your business. They could even be complaints from companies whose workers in turn are complaining about the insurance policy! A system that does a poor job of receiving these inquiries does so by limiting the options of the inquirer. Don’t force these people to file only through the phone, email, or online forms. Don’t force them to walk all the way to one of your offices either! They could have other things on their schedule! Allow them to contact you in the way that best suits them.
- Step 2 – When you receive these inquiries, you obviously have to pay attention to them! On the other hand, a swarm of complaints can’t be handled by a single person. Make sure that you work together with your people and properly assign certain inquiries to the right areas. Beware of tossing them back and forth. You’ll be keeping the inquirer waiting!
- Step 3 – Set an appointment when you clearly need more time to discuss all the questions and concerns. Some incoming prospects might not just have one question but several! However, since they’re busy, it’s wiser to set an appointment that they can fit into their own schedule. It’s the same with complaints. If some things need clarifying and re-negotiating, give your client a time and place to meet so you can hear the whole story. There are just some problems that cannot be relayed through regular channels of communication.
Given the complexity of insurance, it should give you more reason for your business to have more dialogue with both current clients and inquiring prospects. You don’t have to worry about costs if you’re afraid that expanding your customer services will demand more phones or more call center agents. You have telemarketing services to outsource for that. There’s a lot of good that a positive referral can accomplish for your lead generation. It can spread the word to more promising clients. It reinforces the integrity of your business. It also shows that you acknowledge how confusing your industry can be at times and you’re willing to help guide everyone through it.