Making New Clients Feel like Family

In today’s competitive market, an effective client onboarding process is the most important step in cultivating a lasting relationship. In order to develop a solid foundation, insurance brokers must make new clients feel as though they are working with a trusted partner, and there are a few steps brokers must take to ensure the client is properly cared for.

Maintaining your company’s core values and keeping customers at the forefront is the first step in bringing on a new client. Meeting with a new client face-to-face, either national or local, is the best way to engage with them and determine their needs. This step enables brokers to demonstrate their commitment to the client and understand what the client’s goals are.

In order to provide the best service, you must go out of your way to take care of clients. For example, provide the client with your direct contact information, and let the client know they can call you if an emergency arises, even in the middle of the night. As we all know, claims don’t always occur between 8 a.m. and 5 p.m. In offering this small gesture, the client will understand your dedication.

Customized Solutions

After taking time to understand the client’s goals, the next step is to provide a tailored solution to protect their business or personal assets. Brokers must work to deliver solutions that minimize client’s risks and increase their growth potential. This approach will guide the client in a strategic direction to help fulfill their goals.

Insurance brokers must treat each client differently and make educated decisions to create customized plans that are most effective. After creating the proper insurance and risk management program, additional onboarding best practices include:

• Personalized website. In creating a website for each customer, this technique helps the client feel as if they are the only client. The website provides a page for management to file claim reports that will automatically be sent out to the appropriate people, which saves time and is convenient for business owners.
• Custom-made binders for clients with multiple locations. If an emergency occurs, employee staff can be directed to this binder for all of their needs or questions especially when staff in the client’s main or home office are unavailable. Tailored instructions for each location with specific directions and points of contact is a key differentiator.
• In-person training. When a new client is in the onboarding process, offer to provide in-person training with them and their employees. When an accident occurs, it is vital that the client-staff know how to properly handle the situation.

Through the onboarding process, creating a customized plan is what separates us in the marketplace. Fostering relationships with clients can take your company to the next level.