19. Help customers avoid “buyer’s remorse.” Customers
always want to feel good about their choices. Yet, feelings
of uncertainty often set in and they doubt their decision.
To help them avoid getting “cold feet,” reinforce why they
decided to work with you, what they liked about it and
share third-party testimonials to validate their decision.
20. Always say “Thank you.” Every conversation is
an opportunity to express appreciation, whether it’s
responding to a problem, greeting a new customer, hearing
about a mistake, or getting an order.
21. Stay in touch. Getting customers is hard work; keeping
them is even more demanding. Send periodic emails, but
don’t make them ads! “Buy, buy, buy” drives them away.
Offer helpful information and be sure to ask their opinion
of their customer experience.
Most companies want to do the right thing by their
customers. Yet, far too many fall short, believing that giving
them a standard customer experience is all it takes. It isn’t.
Actor and director Adam Arkin says it’s hard to believe that
the factor affecting the final outcome of a film is still news:
“When people are treated well and they’re made to feel
valued, they give 110 percent.” That goes for customers too.
John Graham of GrahamComm is a marketing and sales strategy
consultant and business writer. He is the creator of “Magnet Marketing,”
and publishes a free monthly eBulletin, “No Nonsense Marketing &
Sales Ideas.” Contact him at [email protected] or visit
www.johnrgraham.com.
It’s one more way We Insure Peace of Mind.
Making it easier for our agency partners to
help their clients. That’s our inspiration for
creating our new Columbia Safeguard
businessowners product, and TouchPoint
System, our custom quoting platform.
Better service for your clients. Our new Columbia
Safeguard businessowners product replaces our
legacy Businessowners, Contractors, and Garage-
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System
Innovation
Stop typing, start quoting. Our new custom quoting
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colinsgrp.com
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KANSAS INSURANCE AGENT & BROKER | March - April 2018 |