Feedback is essential in growing your agency, especially in an industry like insurance, where customer service and building strong relationships with clients are crucial.
Feedback is essential in growing your agency, especially in an industry like insurance, where customer service and building strong relationships with clients are crucial. However, it can be intimidating to ask for client feedback. Let's talk about why feedback is an essential tool to growing your independent agency and how to not only ask for feedback but get feedback in return.
Review vs. Feedback
Asking for feedback is not the same as asking for reviews. As an independent agent, reviews will be about the overall client experience and your qualifications as an agent. Reviews tend to be more general. Feedback expands on the reviews you're getting, asking clients to get more specific. However, you can't reach out and say, "can you be more specific?" If you're going to ask for feedback, take a minute to structure your request and be specific about what you are asking of your clients.
How To Ask For Feedback
Feedback allows you to ask specific questions about various elements of the experience and your processes - from the carriers and products you offer, customer service, industry knowledge, capabilities, responsiveness, and automated services.
The more specific you are in your questions, the easier it will be for clients to respond. If you are too casual in your request, it will most likely be ignored. Being direct and specific in your request shows that you respect their time and input.
Curated email, SMS, and social media surveys simplify the process and are more likely to elicit clients' responses. When clients have a bit of downtime, they typically scroll through their phones and tablets.
Make survey and feedback forms mobile-friendly to increase the response rate.
When to Ask For Feedback
The best time to ask for client feedback is directly after an interaction. Clients are more likely to respond when the experience is fresh in their minds.
If you're going to ask for client feedback, you have to be ready to act on their suggestions and responses. The second best time to ask is after making changes and improvements based on client feedback. Seeing that you listened and responded and asking "how'd we do?" goes a long way to building stronger client relationships and affinity for your agency.
Finally, always send a follow-up "thank you!"
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