Are you a good listener? As an insurance agent, it is essential that you understand the needs of your customers, and by listening to them closely, you can gain a closer connection with them. In the past, listening consisted of a face to face conversation or a phone call. However, now you must open your ears to the wide world of social media.

Wondering how you can “listen” to comments and posts? Just as you would take in a live conversation, you must learn to read carefully and understand the needs and wants of your audience. A way to listen in on the discussions about your insurance products and service is by tracking those who tag your business on Facebook and Twitter. This way, you can listen to customer feedback and handle any problems that may arise.

Surveys can also give you insight on who is experiencing what at your agency. Offer an incentive to get the survey or poll completed. Facebook has a poll function that is easy to use and allows you to track the responses. After you receive the results, you can read over and listen to what your clients want from your services. All of these methods can help you accurately identify a customer’s needs and suggest the products that best meet those needs. It is important to teach your employees how to fully focus on what a customer is saying so the message is not missed the first time around. This way, mistakes can be avoided and everyone will be happy.

An indication that you and your staff are listening to your customers is when they continue to bring their business to you. When customers feel like a company cares about them to listen to their needs, they become loyal. So show respect for your community by listening to them, and you can produce some quality insurance customer service results!