KEEP clients by paying them close attention 

You earn customer satisfaction by doing a lot of small things well.  You earn customer loyalty by doing things in an extraordinary way…often by doing something “above and beyond” what the customer is expecting.  

This checklist of “deadly service sins” features every day services that customers expect from their insurance agent.  If you fall short of doing them well, you risk losing customers. If you do them in a way that exceeds customer expectations, you build loyalty and long-term relationships!

13 DEADLY SERVICE SINS 

. Lack of annual review with advice and counsel 

. Lack of immediate attention when customer enters agency 

. Lack of contact during the year except for billings 

. Lack of empathy when customer has an accident, loss

. Lack of recognition for long-time business relationship 

. Lack of interest in customer’s family, interests, wants 

. Lack of patience when handling an inquiry 

. Lack of “first ring” response to phone calls 

. Lack of prompt response to e-mail inquiries 

. Lack of accurate customer record 

. Lack of prompt problem-solving action 

. Lack of friendly “welcoming” attitude 

. Lack of “thank you” for the business, referrals 

How well does your agency score?