chriscostantini

Why You Need To Build Rapport To Build A Successful Agency

A lot of times, our team members will call our customers and say “Hey this is ____ from Adelfia Insurance, we just need to make a payment for you.” And they’ll be like “no I want to talk to Chris.” And their policy will end up canceling for non-payment. People will insist on talking to me and I think that that is a big issue that a lot of agencies deal with. The agency owner develops a lot of these deals and relationships and then they build a team and nobody knows who they are so they haven’t built that trust yet.

With that, getting your team trained on helping build rapport with current customers is super important. Rapport is a key element to insurance because the insurance business in general is so trust based because you’re protecting assets. If your team members are struggling to build rapport you really need to double down on the training and almost finding little things that you can point out like even bullet point random stuff like for example you can always take a look at somebody’s account like “Hey Tony I was looking at your policy, we do need to make a payment here, this is Mike from Adelfia insurance. I did notice you’ve been with us for a couple years. Thank you so much for your loyalty.” “But yeah Tony again my name is Mike here from Adelfia insurance and just wanted to introduce myself first, Chris is the agency owner and we’re just helping make sure that your policy is active and doesn’t cancel so that there’s no issues with your coverage and your policy.” Building rapport is super important like I could do that with any customer if I didn’t know them but developing the confidence and the skills communication wise and then finding little things that you can do to point out like oh you live in that City oh your birthday is this oh you got the BMW you got the Tesla oh nice I just actually got myself a Tesla the other day! There’s only so much to see about these customers quickly like date of birth, where they live, what they’re driving, if they have kids it’s a good one to say oh nice I see you have a couple kids how old are they or whatever. 

Basically like trying to talk to them also about not just Insurance stuff like we’re all humans and people like working with humans, they don’t like working with robots. 

Rapport is key, every single time that you talk to a customer continue to build that relationship. I even forget about this from time to time. Like if they own a restaurant I should be asking how the restaurant is. Or how’s the family, etc. 

Keep the relationships going! It’s easy to do for me honestly this is a talk for myself too. Maintain those relationships and keep them going. Good luck! 

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