Tag Archives: Customer accountability

How well do your clients understand their insurance program?

If your answer is “I don’t know, I never asked them”, you are potentially missing a very key element in the sales process. In the commercial world, most clients probably understand their respective business and the various components necessary to … Continue reading

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Are you holdings your customers accountable?

Is lack of customer accountability an issue in your agency? Do you have agency staff  asking the question – “why do customers always make us feel like it is our fault when they have a loss that is not covered? … Continue reading

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“I told you I wanted the coverage”

When explaining the need for prompt and accurate documentation, it is important to understand the “why” behind the issue. For many folks, this is when they are able to truly “buy-in” and do what is needed. A big reason behind … Continue reading

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When discussing E&O loss prevention initiatives, explain the “why”

Over the last 41 years, I have had the honor of working with insurance agency personnel in a variety of venues and on a variety of issues. One of the more common scenarios deals with my E&O loss prevention seminars. There … Continue reading

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E&O Insights: When Do You Want to Educate Your Clients?

This is an excerpt from an Insurance Journal article that I authored in the April 6, 2015 edition. “Education of your agency’s clients will likely happen at one point or another. Ideally, it will happen proactively through a series of account reviews, … Continue reading

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Customer Accountability – a great E&O goal !

“Why is it always our fault when a customer has a loss that is not covered? They knew that they didn’t have that coverage”. It seems that in virtually every conversation that I have with agencies, this is one of … Continue reading

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