This is a "Sad but True" Story
As hard as this may be to believe this is a true story.
My wife, Michelle, got a notice that her insurance was not in force for a couple of tests she had done during her annual routine examination. The premiums were paid and the policy was in fact in force.
She called her insurance agent and asked him to look into it.
He emailed his reply. You read that correctly, he sent an email to deal with a client problem. No phone call at all.
The gist of the email was: "You'll have to just call the company. It takes me too much time to look into it and they might ask me questions I don't have the answer to. I used to go out of my way to help clients, but I don't now. It just too much of my time.
"Anyway, I have to call the same number you do, so it's just one of those things that's time consuming to do. I have to do it for my policies, so you'll have to do it for yours."
AAHH - if you're an insurance agent reading this, will you please tell me if you have a direct "agent" line to the company you represent to help clients with problems quickly. The comment line is open.
If a client calls and asks for your help, please give it to them.
That's the deal we make. I'll give you a percentage of my premiums for as long as I keep the policy in force. If I have a problem, I'll call you so that you can help me resolve the problem.
My State Farm Insurance agent always seems to have answers in a few clicks of the mouse when I call with questions about my home or auto coverage. I've never been on the phone with him for more than 15-minutes and the problem was always resolved to my satisfaction.
I've been with State Farm since I was 16 years old. That's certainly one reason why.
Client care is the most important service you can offer. In my opinion, it's the only reason you're in business. Exceptional customer service leads to repeat business, referrals, and word of mouth marketing.
This agent will be getting word of mouth marketing as well. Unfortunately, it will probably cost him another client or two.
