How to Improve the Client Experience - Don Hobdy Jr.
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The document discusses improving the client experience by focusing on customer service rather than just sales. It emphasizes that customers are emotional beings rather than purely logical. The secret to success is treating customers right even when they aren't right, by asking how you did, learning about what matters to them, letting them get to know you, surprising them, listening to their feedback, and keeping promises to build engagement over time. The key is remembering customers want to buy, so stop selling and start a dialogue to understand their needs.
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How to Improve the Client Experience - Don Hobdy Jr.
- 1. How to Improve the Client Experience or The Customer Isn’t Always Right Don Hobdy, Jr Vice President - Sales #AgentCon16
- 2. Sales vs. Customer Service
- 3. Sales vs. Customer Service
- 4. Sales vs. Customer Service
- 5. Sales vs. Customer Service It’s how you play the game “When dealing with people remember you aren’t dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice and motivated by pride and vanity.” –Dale Carnegie
- 6. Sales vs. Customer Service What’s the difference? None “When dealing with people remember you aren’t dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice and motivated by pride and vanity.” –Dale Carnegie
- 8. Sales Sales Buying We do not see things as they are, we see them as we are.
- 9. Sales We do not see things as they are, we see them as we are. Need for Detail Commonality Motivation Directness
- 10. Sales • Who • What • Where Y?
- 11. Sales vs. Customer Service The Customer isn’t always right, but we need to treat them right.
- 12. Sales vs. Customer Service
- 13. Sales vs. Customer Service
- 14. What is the secret? Sales vs. Customer Service “The consumer is not a moron. The consumer is your wife” – David Ogilvy
- 15. • Ask how you did during the sale • Talk to them about what matters to them • Let them get to know your better • Surprise them • Ask them what they think, and listen • See if you are keeping your promises Sales vs. Customer Service “The consumer is not a moron. The consumer is your wife” – David Ogilvy
- 16. Sales vs. Customer Service Remember they want to buy so stop selling Ask why Communicate regularly Measure and monitor your engagement level
- 17. Thank You Share your thoughts with us using #AgentCon16 Don Hobdy Jr. Vice President - Sales
Editor's Notes
- Is this a sales person? Do you think they have good customer services skills?
- Customer Service is how we feel about the people we provide “customer service” for?
- Which do we like more? Which is more important? A lot of time we feel like if we can prove our point them we win It's not about who's right or wrong or but how you play the game
- So how do you win It's not about who's right or wrong but how you play the game
- They are the same. 1st thing we all need to remember. Everyone is selling the brand all the time. Same purpose. To help the client – to solve a problem
- selling is not about selling, it’s about buying. It is an emotional experience. There’s a trigger. Our goal is to help them make a buying decision
- In order to do that…Know your client Each buyer like every peron has his or her own perspective
- In order to do that…Know your client Each buyer has his own perspective Need for Detail Are they a big picture person or are they detail oriented “ Do you want me to give you an overview of what happened or take a quick moment explain everything your need?” Commonality Do they look for common connections or do they point out differences “How long have you had your current insurance? What made you switch? How did the two compare?” Motivation pain or gain “Why is this important?” Directness – do they listen to there gut or to outside sources “How will you know if this is a good price/coverage?”
- Agents ask questions but in order to improve the experience, they need to ask why Monitor your team and make sure they are asking the why
- Afer we have them we need to remember how important it is we communicate to them in a way that says we respect them. I didn’t sat the customer is always right.
- People like to talk about their bad experience click To everyone but you.
- People pay more for a better experience. They stay for a consistently better experience. Click You make more money when they do.
- The secret is respect. Trust. This comes from communication Sounds a lot like a marriage right? Not a bunch of small talk
- Do a survey Send them info on their line of business Tell them the good things the agency does Giveways, contests Listen Measure, monitor & coach
- If we want to improve the client experience and improve or bottom line You will measure you policy count, fees & commissions, what about engagement level?