Putting Customers at the Forefront

When it comes to your priorities as a broker, customers are at the very top of the list. However, it’s useful to think of championing your customers as a mindset rather than a task to complete. Ideally, putting customers at the forefront of your services should be like second nature, ensuring the process flows smoothly whilst keeping customers happy.

After all, we all want what’s best for your customers so that they can attain the best-suited protection to fit their needs. We’ve highlighted some of the different methods for achieving this goal so that you can improve your services.

See Things from the Customer’s Perspective

It can be challenging to see things from your client’s perspective; however, it can be a valuable tool in case your customers struggle with specific areas of the home insurance process. For example, if they don’t understand particular terminology and language, why not direct them to a jargon buster or a guide?

By allowing your customers to find things out for themselves, you give them the tools to expand their own knowledge. At Source, we have plenty of client resources for you and your customers to utilise, covering many topics. 

Ask Yourself Questions Your Client Might Ask

Countless questions could be asked at any point throughout the home insurance process. However, there are frequently asked questions that often crop up. For example, a first-time buyer is likely not to know about certain factors of the home insurance process. Prepare a guide for them, mapping out specific areas for them to learn about, making things easier for all. Take a look at our FAQs page for more!

Ask yourself, “If I was in their shoes, would I know what subsidence is?”

From here, you can predict potential queries that may be raised in the future, always being ready to provide your customers with support and guidance when they need it. 

Be Attentive

Getting continuous feedback and implementing necessary changes is a practical approach to demonstrating to customers that their opinions matter. It is crucial to empathise with customers and incorporate their perspectives into your services. Use key feedback and interactions to shape your future dealings, learning from your experiences. This can be done by using websites such as Trustpilot for concrete evidence.

As a broker, you play a critical role in meeting your clients’ needs. Therefore, it is essential to take their feedback seriously and implement any necessary changes to improve their experience. Doing so will demonstrate that you’re invested in their success and willing to go the extra mile to ensure they’re satisfied.

Moreover, by understanding problems from a human perspective, you can offer more effective solutions that will resonate with your clients. This approach will help you build a stronger relationship with your clients, ultimately leading to more business and greater success.

For example, asking relevant questions can make a world of difference. If a client mentions to you that they’ve recently become engaged, it’s helpful to remind them that their ring will need specific cover to ensure that it has sufficient protection. Be proactive and pinpoint different areas to ensure your client has every base covered.

Be Transparent

Be transparent about your fees, processes, and other factors. The more your client knows about how the home insurance process work, the easier they’ll find the interactions as a whole. This will, subsequently, reduce pain points between all parties, as well as encourage positive experiences for customers and brokers alike. 

At Source Insurance, we want to ensure you have the tools to give your clients a healthy, happy home insurance experience. View our LearningLab to boost your education and improve your services. Alternatively, follow us on LinkedIn for more Source updates.