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

Happy clients know exactly what to expect from you.

25 Feb 2025 · 1 min

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0:50

A short YouTube advice piece by Andy Neary about setting clear, tiered service expectations for clients based on their size. He gives concrete examples of thresholds (e.g., >100 lives → four quarterly meetings; <100 → two; <50 or <25 → one) and emphasizes that clients who disagree may not be a fit.

Chapters

You have to set clear expectations. What are your clients going to expect from you when it comes to service? You need to sit down and you need to figure out what your clients get based on their size. Yes you need to tier out each client based on size and you need to set a clear expectation of service that they're going to get as a result of how big they are. Small groups they're going to get a certain level of service but they're not going to get the same level of service as your big groups are. At Burke Wall if you had a more than 100 lives you were going to get four quarterly meetings from us but if you were under a hundred lives you were not going to get four quarterly meetings you were going to get two. And if you were under 50 lives or under 25 you were probably only going to get one check in from us. We set a very clear standard for what you could expect from us and if you didn't like it you probably weren't a fit for.