A client has come in with a single need – maybe it’s income protection, you write it, wrap up the business and 12 months on, the client renews and life is sweet.
What about a review at the 12-month mark?
Noooooo? Why?
If you said Hell yes, let’s have a high five. It’s a perfect opportunity to do a few really important actions.
- Cementing the relationship with the client. You called them, you must care, right?
- A client review meeting – more relationship building
- And the review lets you ask – what can I do for you?
- You can have a chat, ask some questions and find out what’s changed.
- New employer?
- New child?
- New husband?
- Promotion?
- New investment property?
You get the drift. So much can change in a year and a review opens an opportunity to ask questions, even lead the conversation to subjects such as super, investments, mortgages, structuring portfolios, tax avoidance – sorry, reduction, we all love paying tax, right?
The outcome? You earn trust. Trust will bring in more clients via word of mouth. If you identify any influencers in your clients, love them up, they are gold.
While you’re getting to know your client’s new interests, a few quick questions as to their outside interests may turn up a gem or two.
Does your client belong to a club, sit on a committee? Extend a free review of their P/I, D&O, P/L business pack. Smile, be friendly and other members of the committee may ask you to look at what you can do for them, or provide a comparison with their existing policies.
A recent survey conducted with 24,000 people across 30 OECD countries has delivered a strong message that clients expect to have contact and communication, especially in regards to general insurance, more than once a year. A half-yearly email with some good information on the latest security tech, how to value items to be correctly insured or who to contact for claims are all good general knowledge topics that are helpful in educating clients.
Remember that a person with an SMSF can choose a different auditor. A referral to a good accountant or a case study of a client who found satisfaction switching auditors is of interest to the public.
Of course, if your books are overflowing with clients, the diary is full, that’s fortunate.
It’s always easier to farm than hunt, it’s a bird in the hand, someone who has already given their trust to you. Before throwing it away in the too hard basket, remember, they like you.