One of the more popular topics currently is change. It does seem that almost every aspect of our lives is changing at an ever increasing pace. Almost everyone I talk to seems to be struggling with or trying to cope with change of some kind.
In a relatively short amount of time, computers went from taking up an entire room to fitting on your lap. And now it seems like everyone has some type of smartphone, which is, for all practical purposes, a computer that fits in your pocket. And now we are going from cars with cruise control to cars that drive themselves.
While adapting to and embracing change is important for independent insurance agents, I would like to suggest that your agency take some time to stop and focus on some things that seem to be constant. Even though it might not seem like it, there are quite a few things that don’t seem to be changing.
- People like to stay in touch. Long-distance phone calls have been replaced with Facetime and Skype. We now keep our friends and relatives updated by posting on social media sites like Facebook, Twitter, and Instagram. We don’t get handwritten letters, but we still get emails and text messages. How we stay in touch has certainly changed, but our desire to stay connected has not. Have you thought about how your agency is staying in touch with clients lately? Do you send out birthday and holiday cards? How about periodic emails asking if they’ve experienced any major life events that would require updates to their policies?
- I don’t think I have ever talked someone who didn’t want to feel important. I can’t think of anyone I have ever met who would be content to simply be a number in a computer database. More people than ever before are working from home. One of the biggest complaints these people have is that they sometimes feel ‘forgotten.’ That need to feel important or valued is important for both your employees and your customers. How does your agency show them they are valued? A simple “thank you” can go a long way.
- Finally, I don’t think there has been a time in history when people didn’t want good service, and today is no exception. I’ll admit that how we define good service has changed. We now expect our packages to be delivered more quickly than before. We no longer write complaint letters. Instead, we fill out forms on websites and expect that someone will respond to us at Internet speed. Is your agency equipped and prepared to provide the quality of service you pride yourself on at the speed your clients have come to expect in the digital age?
My point to all of this is simple. To be really successful in this ever-changing world, you can’t lose sight of those things that are and will continue to remain constant.