In this two part blog “Convert Your Leads and Keep them Happy” we walk you through 10 tips on how to help your business grow through quality lead response and long-term customer retention. This week we will cover the first 5 tips.
When it comes to insurance lead conversion, timing is everything. The art of sales requires knowledge, dedication and empathy for the people you serve. When people are shopping for insurance they are generally ready to buy. A hot lead gets cold fast.
Management must establish a process-driven workplace culture with consistency and property training. You will be amazed by the increase in lead conversions. We want to be a part of your team. We will provide the leads; you work your magic with stellar customer management. We want you to turn our hot, new leads into sales. That’s why we never provide you with old or stale leads. Following are some sales tips to help your business grow through quality lead response long-term customer retention.
Timing Really is Everything
1. Respond to leads in minutes: Whether yours is a brokerage of 5 or 500, establish processes that will allow agents to respond to a hot lead in seconds or minutes (not hours or days). When a person sits down to research insurance options on the Internet interest is piqued. When that individual makes a hard inquiry, he or she is ready to buy. Every second you wait is an opportunity for another agent to snag your lead (if it’s not exclusive). If the lead is exclusive, there are still a number of mistakes you can make to lose crucial insurance leads.
2. Insurance sales can be tough: An increasing number of people do their shopping online today. We all know how easy it is to get distracted in that process. If you cultivate a workplace culture that encourages amazing customer service, you will reach your potential client while they are in an “insurance state of mind.”
3. Always call: Unless your lead specifically requests that you do not call, always try calling first. That person-to-person connection is extremely important to this process. Sure, you could send the client to a recorded line or use a robo-caller to reach out to potential leads in mass quantities, but one-on-one care and comradery.
4. Follow up without fail: Many people browse the Internet while working, watching their children, cooking dinner (we think you get the idea). Sometimes they can’t immediately take your call. Follow up with a text and an email once you leave a voicemail.
5. A CRM is a must: If you are not using a customer relations manager (CRM), it’s time to start. This is one of the best sales tips we have to offer your business. Again, workplace culture will dictate your success. Make a CRM part of the protocol for responding to and following up with leads. Not only will a CRM help you keep track of your insurance leads’ needs, it’s the perfect place to record summaries of important conversations you think you will remember (but won’t). Most CRMs today will allow you to make, send and receive phone calls, texts and emails from right inside the program. This makes it easy to document your progress and conversations. It might be a struggle to get agents to consistently use such a program at first, but it is critical for quality responses, follow-up and communication. A CRM also makes it much easier to pass a client off to a new agent if necessary along with your tidy (religiously-kept) records.
Stay tuned next week for the second part of this blog where we go further into detail with high tech tips and some to keep both you and the customer happy!