Reaching Out To ClientsFollowing An Agency M&A
There are a number of ways for agents to reach out to clients to reassure them after a merger or acquisition. Among some suggested tactics:
Seminars: Always a great value-added service, seminars also enable senior management, the sales staff and account executives to schmooze with customers and gain valuable feedback. If your clients comprise insurance producers, consider holding continuing education courses to increase attendance and encourage face-to-face interaction.
Golf Outings/Open Houses: These relaxed settings enable executives, the sales staff and other personnel to bond with customers and get comments on specific problems.
Telephone Surveys: Use routine calls to update customer information as an opportunity to solicit feedback on issues such as staff friendliness, response time and overall quality of service. This feedback can be both quantitative (for example, rated on a 1-to-5 scale) and qualitative, requesting more comments.
Tracking Interaction With Clients: Ask all personnel who regularly speak to clients to keep a log in which they rate every call in terms of client satisfaction. The data can be turned into a written report to be discussed at a company meeting, after which recommendations can be developed.
Reproduced from National Underwriter Property & Casualty/Risk & Benefits Management Edition, November 19, 2001. Copyright 2001 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.
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