I went to her house and replaced a product that no longer applied to her. Well, to my utter dismay... she called me this morning and wanted me to 'hold off' submitting her application. That's never good. She told me that the agent she was swindled by the first time, was going to return and speak with her about her "options" and she would call me after he left.
An hour and a half later, I was frustrated and $600 poorer. Turns out her previous agent got her to go with a more expensive, less beneficial policy. Despite by experience in the field of influence and persuasion, I could not get her to go with us. I tried everything I could think of and more. She would not budge. ARGH!
What's the lesson?
Lesson #2: Customer loyalty is worth more than common sense. (More encouraging)
The reality is this. I got beat by a lower quality, more expensive, and less beneficial policy because I didn't have the relationship the other guy had. She had been with him for more than 4 years and (as much as it pains me to say this) she liked and trusted him more than she did me.
So, how can you create the customer loyalty bond so that your competition doesn't swoop in and steal your business? Here is a list of 3 things you can do to romance your client and make them fall in love with you.
- Deliver the policy and explain exactly what it is
- Visit them once a year to see if they need anything or want help with their current policy
- Send them Thank You, Christmas, and birthday cards to make them feel special
Apply it and good luck.