Recently, Mr. Sun forwarded me an email from a client. Well, not exactly an email. It was more like a reply from an email the client had received from us. Well, not exactly an email from us. Really, it was an “e-card” scheduled, in our email marketing system, to arrive in his inbox on his birthday with good wishes for a great day from Sun Insurance, his independent insurance agency. Timing is everything…
Upon receiving our “wishing you all good things on your birthday” e-card, Mr. Client decided to take advantage (thankfully so) of the occasion to reply to the happy card and let us know in two little words, (not appropriate for our G rated blog) that he wasn’t very happy about the recent rate increase he had received for his homeowners insurance policy. I replied to Mr. Sun and said, “What a great opportunity!” He then had one of our awesome personal lines agents give Mr. Client a call…
Mr. Client was not too pleased about the call at first. Nevertheless, our agent persisted with skill and conviction, feeling confident in our ability to provide this client not only with a better homeowner’s insurance rate but, also, to communicate that at Sun Insurance we really do care about our clients! Thankfully, Mr. Client was receptive and our agent leapt into action! In the end, we were able to save Mr. Client over $2100 on his homeowners policy! Not a bad present for the holidays! In an email from the agent to Mr. Sun, she says, “needless to say, he (Mr. Client) was very happy”. Not nearly as happy as we are…
We now have a client for life! Not because we saved him $2100 but because
we cared enough to get outside our comfort zone and address the concerns of an unhappy client. As unpleasant as it sometimes is to deal with upset, or angry clients, we are very thankful to have had the opportunity to create a better relationship. Mr. Client could have just gone away silently (statistics show that the typical company hears from only 4% of its dissatisfied customers, 96% of unhappy customers just walk away, and 91% of those never come back.) and we would have lost him forever. So, the next time you get a nasty email, or phone call, or FaceBook post, be thankful, and see it as the gift that it is…
“A person who commits a mistake and doesn’t correct the mistake is committing another one.” ~Confucius