Andy NearyI help insurance professionals turn brand awareness into business growth.

Customer Service Tip: Don’t set standards you can’t maintain.

15 Feb 2025 · 1 min

Watch on YouTube

0:34

Andy Neary warns agencies against providing identical levels of service to small and large clients. He argues that handholding smaller clients as much as bigger ones loses money and creates expectations you cannot sustain; instead agencies should differentiate service levels to scale profitably.

Chapters

I see a lot of agencies who give the same amount of time and handholding to a 20 life group as they do a 200 life group or a commercial agency given the same amount of handholding to a $10,000 revenue account as they do $100,000. And you should not be giving the level, the same level of service to all clients. You can challenge me on that, but I know it to be true, especially if you're going to scale a successful, profitable business. Because I'm here to tell you, if you believe you need to be handholding your smaller clients, you are losing money on them. And you have also set a very new expectation with them that you cannot maintain.