No one is perfect. In all areas of our lives, we make mistakes and problems will arise unpredictably. But knowing how to deal with issues in the office and on your insurance social networking sites will help you become a stronger, more confident leader. By altering your perspective, you can face adversity and help your customers through any situation.
Solving a problem sounds like a lesson you would learn in grade school. However, education on this topic can’t always be taught in school, but rather, more so through experience. Most of the time when an issue arises, we become upset and surprised by the situation. Just because you face a problem, for example, with a customer complaint, doesn’t mean the world is ending. Changing the way you think about and face the crisis will create a positive rather than negative atmosphere in the office and in your life.
As an insurance leader, you can’t be surprised by problems and must work through them for a resolution. Now that technology has evolved, issues can also arise on your social outlets, which could add another level of stress. If you read negative reviews or have customer complaints on your Facebook, you must take them on in a professional manner. The best thing you can do is to be prepared for the worst. One key way to prepare is to have the right perspective during a crisis, which can be solved and is often determined by the types of questions you ask. Five specific questions that can change your perspective about a problem include:
- What should I do differently to solve this problem?
- What must I do to be the right kind of person during this problem?
- What is holding me back from solving this problem?
- What will the outcome of solving this problem be?
- What kind of story do I want to tell a year from now about this problem?
If there is a problem face to face with a customer or on your insurance social networking site, something needs to change, and that starts with you. Learn to put yourself in your community’s shoes and address their needs accordingly. You may not find an immediate solution to your problem, but identifying the obstacles that keep you from being a problem-solver will allow you to build a better and brighter future!
Top-level insurance brokers must be on a mission to improve the lives of their current and prospective clients
A mistake or two may happen, but in this industry, you need to learn how to fix them quickly to please your customers. As you said, it is a good goal to have to improve yourself and the lives of all your clients each day!
I appreciate the comment,
-Elizabeth
As a small business owner I find myself looking for solutions to all 5 of your questions, however the task is often overwhelming. Since you mentioned in the begining no one is perfect. I ask my customers when they come in to an appointment to complete a quick 5 question survey on what they would like to see in the service I provide so far this as helped me.
Thank you for the article
No problem Jose! I’m glad you were able to take away some useful information. And giving your customers a 5 question survey is a great way better your agency and receive quality feedback.
Thanks for the comment,
Elizabeth
Nice to read. For this kind of job we should learn more.
Exactly John, it is better to learn all the time from everyone you come in contact with as opposed to closing yourself off to a one track method.
I appreciate the comment,
Elizabeth
Like my old boss use to tell us fix it or claim it and E and O Insurance is not cheap.
That is some good advice!
So true, been in the insurance business over 25 years here in Spokane. It is easy to make a mistake, customers come first.
Glad you could relate to this blog. I agree, it is always important to keep the customer happy and involved in the process.
Thank you for the comment,
-Elizabeth