I read a recent post by Megan and I am definitely in agreement with the statement that marketing is like dating. I also believe that this is true for customer service, once that marketing pays off.

I moved into my apartment a little over a month ago and I just received my first round of utility bills. My initial reaction was, Yuck. I actually left them on my kitchen counter for about two days before finally tearing into them. I assessed the damage, wrote out the checks and started stuffing them into their return envelopes. I was so much more than pleasantly surprised to find that my electric company had pre-stamped the return envelope. That actually made the rest of my evening and most of the next day. Even though it was only a $.39 savings, the attention was on me and I've always been a firm believer in the little things.

As I was floating around, giddy that I didn't have to buy a stamp; I remembered a post I read on Seeds of Growth about listening and growing. Maybe someone suggested this and the electric company listened to the suggestion. Maybe not but it brings up a good point. Why not try asking your customers for feedback? What suggestions do they have that would help you? Most likely their thoughts are similar to the thoughts of others who are not your customer...yet. :)

Seeds of Growth author, Dave Free, offers some nice statistics about current customers and the likelihood of their referrals. Your current client base is a great resource. I make it a point to let each new agent know that we do welcome referrals and also have a referral program as an added bonus. Optional surveys that allow agents to give feedback are also extremely helpful for us and a hit with the agents. Customers want to let you know when you are doing a good job and are also willing to let you know how things can be improved. This is valuable information that can let you know where to "keep up the good work" and where you can make insurance a little more customer-friendly.

So, make sure to keep your focus on the customer and don't be afraid to ask them for input, whether it be referrals or advice!