Not really. But just like having “the talk,” talking about insurance with your clients can sometimes be awkward and difficult. At its core, insurance is a relationship business. And, let’s face it, relationships can be awkward. Account managers understand that the needs of your professional relationships are as dynamic and ever-changing as our industry. For CSRs, building and keeping relationships depends on how well we service and sell coverages to meet client needs and earn trust.
So, why is this so awkward?
No one likes hard conversations. Especially ones about breaking up with your insurance provider. When cancellation requests come across your desk, you may ask yourself “why didn’t they call?” Maybe, there was no hint. They just up and went with somebody else. Why is it so hard for some clients to let us know they aren’t happy? Are they embarrassed? What other conversations are they hesitant to have?
Before you start doubting yourself, understand that this is sometimes what people do. They talk to their friends, or they search on Google, or sometimes they are just misinformed. If a customer is too embarrassed to ask you about something, they may get some bad advice from a neighbor.