2001 Best Practices Study

A NALYSIS OF A GENCIES WITH R EVENUES B ETWEEN $1,250,000 AND $2,500,000

B EST B USINESS P RACTICES A NALYSIS

C USTOMER S ERVICE AND S ATISFACTION The key business practices as they relate to customer service and satisfaction depend largely on the types of customers served by the agency. For those Best Practices agencies with a large account focus, customer intimacy and exceptional personalized service are generally at the top of the list. For main street or generalist Best Practices agencies (in which such a close relationship with the insured is simply not possible given the numbers), efficient systems, procedures, and technology go a long way to ensuring that customers are well served. Customer service characteristics that may have represented a competitive advantage for agencies in the past (a good reputation, dedicated employees, solid markets, a timely response) are now simply the cost of admission to the agency game. In the new millennium, Best Practices agencies, more than ever, have to plan and execute carefully to ensure that they can deliver the specific service proposition their valued customers demand.

“We don’t want our clients getting hit out of the blue with significant premium increases so we try to notify them well in advance of any significant increase they might expect and educate them on the issues behind the increases. I think we are in a much better position to keep the competition out if we stay on top of this.” “Voice mail is a great tool but nothing alienates a customer faster than not being able to get through quickly to a real person when there’s a problem. We make sure our employees don’t hide behind it. During business hours, a live person always answers the phone and then the client is given the option to leave a message. All messages are returned as soon as possible but always within the same business day.” “We don’t attempt to be all things to all people. We have a very small number of very large accounts. That’s the only way that we can give our clients the service and commitment they demand. One way or another, we are always available to our clients.”

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