It is the job of insurance brokers to serve their clients to the best of their abilities, but there is more to making clients happy than just finding the right coverage.
Who better to ask about how to make clients truly happy than the winner of the DSP Claims Award for Brokerage of the Year of the 2021 Insurance Business Canada Awards: KASE Insurance?
Watch now: How to keep insurance clients happy
Insurance Business spoke with Arian Ebrahimi, president of KASE Insurance, to learn how brokers can keep their clients satisfied, and how that connection can be maintained.
When it comes to the question of how to make clients happy, it may be easy for brokers to talk a big game about service and attention, but Ebrahimi believes that for brokers to truly satisfy their customers, they will have to walk the talk – and then some.
“I think some of the most common answers you’ll find are, you know: You’ve got to make sure you touch base with your clients every year. Make sure you pick up your phone calls when they call. And you have to care for your clients,” Ebrahimi said.
Ebrahimi also pointed out that, of course, all brokers say that they are there for their clients.
“But it’s funny because if you are to poll a room full of brokers, and you say ‘Okay, who contacts their clients every year before renewal?’ Everyone’s going to put their hand up. If you say, ‘Who answers their clients’ phone calls on the weekends?’ Everyone’s going to put their hands up. ‘Who cares about their clients?’ Everyone’s going to put their hands up.
“Everyone does, or should be, doing those things. But what really makes that broker-client experience is being actively engaged in their business plan.”
It takes a certain level of trust to reach that point, Ebrahimi explained, but the idea is that whenever brokers are meeting their clients during renewal, they should be “trying to understand the clients’ challenges, what keeps them up at night, and where their businesses are headed.”
“With that connection,” he said, “we can really start doing that broker work in figuring out what products the client needs to know about, which markets are going to support these ongoing changes the client is facing, and how often you should be checking in.”
Watch now: How to keep insurance clients happy
