Giving Thanks to Our Clients

As independent agents enter November and the remaining weeks of AEP, our renewal commissions remind us how valuable our current clients are. Take a moment, an afternoon, or all month to show your customers how much you care! Here are some ideas:

Send A Hand-Written Note. In a world of emails, texts, tweets and instant messages, taking the time to send a handwritten message makes a lasting impression. It’s a rare gesture most anyone can appreciate, particularly members of an older demographic.

Provide Proactive Customer Service. It’s no secret that clients tend to stay with the agent that goes above and beyond for them. There are a lot of ways to go the extra mile, from meeting the client at a location that’s convenient for them to communicating recent & relevant industry news. One of the best ways an agent can extend a helping hand, though, is to recognize an insurance coverage gap and recommend an appropriate product or even another agent that specializes in that line of insurance.

“Treat” Them Kindly. Sending holiday cards is great. Sending holiday cookies? Even better! Whether it’s flowers, balloons or tasty morsels, your customers are your lifeline and deserve that extra special treatment.

Host a Customer Appreciation Event. Host a pancake party, ice cream social or schedule Sunday afternoon tea time and ask current clients to bring a friend or family member who has questions about Medicare. Such an event obviously produces two big benefits: current clients feel appreciated, and potential clients get to know you and gain a better understanding of how you service customers.

Send an eCard. While eCards don’t have the same impact as handwritten notes, they do create an additional touchpoint with customers throughout the year and are very inexpensive, if not entirely free to send. When possible, select an eCard that incorporates humor because people tend to remember those who make them laugh.

Highlight Their Story. There are several ways to share a customer’s story without revealing Personally Identifiable Information (PII). You can feature a particularly touching or momentous client experience in a newsletter, memo or email using the customer’s initials or first name only. They will recognize who they are when they read it and likely appreciate that you feel their story is worth sharing with others.

Send Swag. People appreciate free stuff, especially when it’s useful or handy. Sending a letter opener, pen, notepad, or any other number of “swag” goodies branded with your company logo & contact information shows appreciation and helps keep you top-of-mind.

Take Them Out for Coffee or Tea. While taking clients out for a cup of joe isn’t the most novel idea, its worth mentioning… because it works!

Give Them a Call. Agents typically call clients for purely business-related matters: to schedule a plan review, as an appointment reminder or to recommend a new insurance product. Reaching out to your client with a call just to say “thanks”, then, usually comes as a welcome surprise and makes you more relatable and approachable.

Recommend THEIR Business. You appreciate the business your clients send you, so why not send some their way? You never know when a great customer will become a great referral partner!

Send a Thanksgiving Thank You Card. ‘Tis the season for giving thanks. Celebrate the season and retain more customers by incorporating the holiday sentiment as a part of your annual retention strategy.

If one were to poll 100 different insurance agents and ask if they appreciate their customers’ business, it’s likely that all of them would respond with a resounding “YES!” With that said, the agents who demonstrate that appreciation more make more money by way of higher retention rates. So, the two go hand-in-hand: do more to show that you’re thankful and you’ll have more to be thankful for.

A note regarding compliance guidelines: Independent agents selling Medicare insurance products must adhere to regulations set forth by the Centers for Medicare & Medicaid Services (CMS). For example, gifts (food or otherwise) provided to clients or prospects must be limited to $15 or less per gift, and gifts given to any individual may not exceed a value of $75 within any given fiscal year; nominal gifts provided at public events must be made available to everyone regardless of participation or enrollment. Email compliance@berwickinsurance.com if you have any questions. We’re happy to help!

As a National Marketing Organization that works with thousands of independent agents, we understand you must generate leads in order to grow your business. That’s why we work diligently to provide the resources necessary for successful marketing. If this information is valuable and you want to know more about the services we provide our Medicare agent partners, please contact us at marketing@berwickinsurance.com or 888-745-2320.

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