With his signature common sense, quiet good humor, and brilliant customer service, Jim is the other half of the RBI phone answering dynamic duo! An Arizona native, Jim manages agent relationships for the East Coast and specializes in the RBI agent tools, especially the Agent Market Edge. Jim has been a licensed health insurance agent for over a year, and has worked at RBI for 2 years. An accomplished bassoonist, he is known around the office for his amazing musical skills. In addition to keeping busy around the office, Jim frequently contributes to our blog, bringing a new agent’s perspective to the RBI online presence.
End of the Month Wrap-up: Client Retention in 3 easy steps!
RBI Sales Coordinator and Independent Agent: James Gramp
It seems like every year the days go by faster and faster. It’s already the end of February, so I’m going to share with you my end of the month wrap-up and a few best practice tips to help you stay in touch with your clients so they remember who to call when they have questions or problems!
Here’s three ways that I keep my business on the books:
If you send a letter to your clients, hand sign it for a personal touch!
Number 1: Thank You Letters
The best piece of advice I can give you is to send your new clients a thank you letter. This is a great way to make sure your clients remember your name. Just think of all the seniors you run into during AEP who say they can’t remember who helped them enroll in their current plan. You do not want to be “that” agent. Instead, by sending a thank you letter, you will stay in touch. The letter should be simple: thank them for the opportunity to be their health insurance agent and include a few business cards. Ask your clients to hand out your card to any friends or family who have questions about Medicare. In my letters, I also like to include a picture of myself at the bottom and I always hand sign it to add a more personal touch. Depending on how many enrollments you do a month, you can personalize your letters even further by handwriting the whole note!
Number 2: Updating CRM records
This one should be a no-brainer. You should be using a CRM system to manage your clients to help make your life easier, because who likes excel spreadsheets? I use the Medicare Sales Engine, or “MSE” – which is RBI’s own agent-built CRM system. I usually update my client’s CRM record the same day I make the sale so I don’t forget, but if you haven’t yet done so, be sure to update your clients records now. If you use the MSE, check that you have converted the leads you sold into clients. Another MSE feature I use all the time is tracking commissions: just enter the product you sold, and the commission you expect to be paid. If you entered the information correctly, you’ll see the potential renewals for the next year on your dashboard. The end of the month is a good time to check that your commission records inside the MSE match the statement from the carrier. The best part is that RBI provides the MSE tool completely free for contracted agents! You can get contracted here today!
Number 3: Follow-up Call
Two weeks after I’ve enrolled new members, I like to give my clients a call to make sure they’ve gotten their welcome letter and all their member ID cards. I usually open the conversation up by saying something like “I just wanted to make sure you got your new member ID card.” If they haven’t, it’s time to set-up a conference call with myself, my new client and the carrier, to have the ID card re-sent. Your clients will love the fact that you’re being proactive in asking about their experience and solving their problems. As a bonus for us as agents, this is also the perfect time to ask for referrals. Let your clients know that if they have any friends with questions about their Medicare to give you a call. Be VERY clear that you cannot call them, they have to call you. You’d be surprised how many follow-up with you!
And that’s it! As you can see, my end of the month wrap-up is just three simple steps. If you can implement these “best practices” to your business I can guarantee that you’ll see more business stay on the books and also bring in more new business from happy clients when they refer their friends to you!
Click here to learn about the Agent Market Edge and how RBI works with print and fulfillment companies to bring you exclusive pricing! If you’d like sample ideas for client letters give RB Insurance Group a call today at 1-800-997-3107 to see firsthand how RBI can help you take your business to the next level!
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