Managing and maintaining relationships is one of the biggest challenges facing brokers as technology makes its presence felt, the head of a top 10 brokerage has said.
“I think it is incumbent on us to take the time and energy to make physical contact with people,” Peter Chamberlain, director of Canberra-based brokerage AllInsure, told
Insurance Business.
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“Do you want to trust a computer system when you have lost everything? Or do you want to look someone in the eye who is a specialist and is great at what they do and know that they have got your back?”
Chamberlain said that brokers need to keep pace with changes in communication and relationship management, such as new lines of communication like Facebook or other messenger apps. However, he also urged brokers not to forget the fundamental importance of face-to-face communication.
“I think the one thing that will never change in business and life is that it’s always going to be about relationships,” Chamberlain continued. “Where you might see a larger portion [of people] doing business online, there is always going to be space in our lives for relationships and we are always going to find business and buyer relationships.”
Chamberlain listed several examples of winning clients over thanks to building a stronger relationship, highlighting that there is a definitive business case to good client and relationship management.
Brokers need to have developed a strong relationship with their clients before a claim arises, as when one does occur clients feel more trusting of their broker.
“That is when a client needs us the most and even if it is just ‘I’ll be down shortly for a coffee and a chat, here is the process and here is what we will do,’ that is all it takes,” Chamberlain said. “They feel calm and that they are being looked after and that things will be OK. It doesn’t take a whole lot.”
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