The Connector's Way: A Story About Building Business One Relationship at a Time by Patrick Galvin

Author:Patrick Galvin [Galvin, Patrick]
Language: eng
Format: epub
Published: 2016-03-02T22:00:00+00:00

12 Enthusiasm for Change

Robert practically bounced through the doors of Hanson Insurance Agency on Monday morning. “Hi May! Beautiful day, isn’t it?”

Not giving her a moment to respond, he continued, “We had a fantastic time in Augsburg. And I learned so many new things that will really help the agency. Please text everyone that we’ll have a meeting in the conference room in two hours.”

As the agency’s employees gathered, it was clear that some were still nervous about losing their jobs. Robert quickly dispelled these fears with a smile.

“Good morning! I called this meeting to discuss the excellent business practices that I saw in action this past weekend. I’m convinced that better ways of doing business are essential for boosting our client loyalty and referrals.”

“Oh no, here he goes again,” whispered Peter Constanza. The agency’s cynic had once again seated himself next to new hire Sam Hales. “Why does he think that so many of his personal experiences are relevant to how we do business?”

Sam ignored Peter’s whispering, as did Robert. Instead, Robert explained in detail the great customer service at the Alpine Inn and how its online customer reviews were helping to drive its success.

Andrea spoke up: “If we want online reviews, we need to focus on service. Many clients judge us more on how we make them feel than the policies that they buy. We’re lucky to have May at the front desk. She’s friendly with everybody, whether they’re calling into the main number or walking into the office.

“But other points of contact are not nearly as impressive, including me at times. It’s tough to sound as upbeat as May when the phone rings and interrupts my thoughts—especially when I haven’t had my coffee!”

The others chuckled and nodded. Andrea concluded, “I bet each one of us can find ways to be more welcoming. Personally, I’m going to focus on being more enthusiastic when I’m interacting with clients and prospects.”

Robert smiled. He was proud to hear Andrea share her thoughts so eloquently. He was also thrilled when other employees began to offer their ideas for improving service. The positive energy was contagious.

“We could stock snacks and drinks and offer them to clients visiting our office,” Sam said. “It would make a positive first impression, just like the tea and apple strudel that you were offered when you checked in at the inn.”

Even Bill Iverson, the agency’s quiet IT manager, participated in the brainstorming. “I like the idea of asking for reviews. It has always bothered me that we have just a handful of online reviews while smaller agencies have dozens, and we’ve been around much longer than they have.”

Nearly everybody in the room nodded. Bill continued, “When clients say good things about our agency, our producers and client service representatives need to see that moment as an opportunity to request an online review.”

“Just a second,” Peter interrupted. “I completely disagree. We’re going to sound too pushy if we start begging people for reviews.”

“I appreciate what you’re saying,” Bill said. “We definitely don’t want to pressure anybody.

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