A good home insurance agency must offer what the customer wants. And make sure the customer gets what the customer is looking for. It’s simple. It’s not about the referral programs. Or about back office procedures. It’s about word of mouth. The most powerful word of mouth the agency can generate. The relationship. That’s what the agency is all about. It is a relationship between the agency and the customer. There are no standards, rules, or benchmarks for good home insurance agencies. But we would all agree that the relationship between the agency and the customer is paramount. Let’s say the agency has to be willing to be a partner.
They want to resolve issues with the customer. They need to present the customer with the best result. The home insurance agency el paso must be willing to be a solution finder. And the solution must be solid. The agency must have a flexible policy structure. It must have some flexibility to meet the customer’s request. And not go out of business over some employee’s position. The agency is the classic Henry Ford example. The customer must be in the driver’s seat. The agency is an employee, not a partner. They are there to serve the customer. They are there to solve the problem. Not get in the way. Not waste their time. The best home insurance agencies are not in it for profit. They are in it to help fix problems. The best home insurance companies are in it for life. They are in it for the customer.
Interestingly, the two most important contacts and the two most important parties in the insurance industry are the insurance agency and the insurance company. It is the relationship between the three middlemen that determines the success or failure of the company. The insurance agency works on the intangibles and gets the big picture from the customer. The insurance company is the one that deals directly with the customer. They are in the trenches and do the business side. And they are a partner in the customer relationship. And customer service is a great point of emphasis. It is able to build trust and keep it functioning at its peak performance.
Home insurance agencies must be masterful at what they do. If they cannot do the job, they cannot be there. The agency is the shadow of the company. They must stand up in front of the CEO, investors, and shareholders. They must capitalize on their professional relationship with the customer. A paid claim is a broken relationship.