Salespeople and insurance agents seem to spend more time on finding new customers to sell than upselling their current clients. Why is it important to sell to your current clients? The answer is LOYALTY. Loyal customers are still clients, but are also referral sources for more new clients and loyal customers. Let’s explore 10 tips to building a loyal customers.
1) Under promise and over deliver. Customers have a level of expectation when buying your product or service. Do that little extra something special. From a small gift to just a follow up call to see how things are working out. This always keeps your business or insurance agency in their mind.
2) Over the top customer service. In today’s world of websites and automated (IVR) phones systems, it really isn’t hard as a small business to beat corporate service. People like to be helped without even asking.
3) Kill them with kindness. It should be really simple, but train your staff or insurance agents to be polite.” Please”, “you’re welcome” and “thank you” should be in everyone’s vocabulary that speaks to a customer. Let them know how much they are appreciated.
4) Sincerely care about your prospects. There is a great quote of “people don’t care how much you know, until they know how much you care.” Caring is the one thing that will never go out of style. The best way to show caring is to listen to their needs and solve their issue with your product or service.
5) Be sure to thank them. Not just when you leave, but follow up. Send an email, post card and/or thank you note. Send them your special offers, discounts or coupons. Do it in such away to be caring and not overbearing. People do know the difference.
6) Always have the customer’s best interest in mind. Even if you lose a sale over it, never force a sell. It is better to lose a sell than lose a customer for life. More than likely, they will tell ten times as many people if you were bad than if you are good. Remember we are building a loyal customer not just a customer.
7) Be genuine. Even if you make a mistake, admit you’re human and made an error. People will appreciate you being real. There is more to it, than just “the customer is always right”. Sometimes they are not right. But the owner or insurance agent always has to be honest. If you are not genuine, they see right through you.
8) Do unto others. Chances are if you personally don’t like to be treated a certain way, there is a real good chance neither will your customer. Take a step back and look at your procedures from the customer’s point of view. People love to buy but they hate to be sold.
9) Always use full disclosure. No one likes the hidden fees or omissions of important facts about the product or service. Find ways to make even the most uncomfortable fact a benefit. Honesty is crucial to customer loyalty.
10) Educate your customers. Let the customers know as much about your business as possible. This makes it easier to refer you. People like to help by nature. Make it as easy as possible for them to tell their friends and family about your business or insurance agency.
What is your business tip for customer loyalty?
Image courtesy of Jeanne Claire Maarbes at FreeDigitalPhotos.net
Tim Wilhoit is owner/principal of Your Friend 4 Life Insurance Agency in Nashville, TN. He is a family man, father of 3, entrepreneur, insurance agent, life insurance broker, salesman, sales trainer, recruiter, public speaker, blogger and team leader with over 25 years of experience in sales and marketing in the insurance and beverage industries.