How did you get into insurance?
I studied journalism in college. Following graduation, I moved to Hickory, NC to work as a crime reporter for a local paper. After 20 months, I was looking for a new challenge. A friend recommended that I explore opportunities in insurance. Some of my family members also work within the industry as adjusters and actuaries, so after speaking to them about their experience, I made the leap. Every day I learn new things—keeping me engaged in my work.
I’ve now spent two and a half years at Catawba Valley. We are a small agency with five employees, writing personal lines, commercial, and life. Conversations about life insurance are common this year. With the pandemic, our clients are thinking more about their legacy and ensuring their families are protected in the event something happens to them.
How do you approach customer service in your agency?
Our culture requires great customer service, and this starts from the top down. As a company, we commit to our clients that if someone calls in, we will return their call that day. When we speak to our clients, we are empathetic, genuine, and honest.
Some of our clients are older. They appreciate being able to visit the office and have us walk them through a policy. We are not afraid to experiment with new techniques. During COVID, we are offering more e-appointments.
Can you speak to how you and your agency prospect?
Most of our prospecting is done through referrals. It is common to have neighbors of current clients move their business over to our agency. I am also involved in the local Chamber of Commerce. As a small, community-based agency, each relationship is important to us. It can be a bit old-fashioned, but ultimately people want a name they can trust.
The agency is beginning to explore more in marketing. One of our agents has a master’s degree in marketing, and she has done a fantastic job on our Facebook page. We are prioritizing educational content that can be viewed, rather than read. In these videos, we are doing frequently asked questions as well as home maintenance projects.
To humanize the staff, we have done posts that have included dressing up as a pirate on National Pirate Day and spotlighting our favorite childhood Christmas gift. These posts have allowed us to put a face with a name, and it has been fun for us.
What advice would you give new insurance agents?
Integrity in your work is critical, but you also need technical expertise. Having the ability to dive into the details can help establish trust between you and your client. Understanding what you do not know is also important. It is okay to say that you don’t know the answer, but you will research and get back to them.
Finally, it is important to get your repetitions as a new agent. Don’t pass off that difficult client call. If you have to call the client back after speaking to an underwriter, then do it. You will learn faster this way and be better for it.
Add new comment