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

Service Tip: Acknowledge the client request whether you have an answer or not. They will thank you.

9 Apr 2025 · 1 min

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0:41

A short YouTube monologue by Andy Neary (recorded/uploaded April 9, 2025) advising agencies and account teams to always acknowledge client requests immediately, even if they don't yet have an answer. Neary argues that simple acknowledgements (e.g., ‘Got your email, I'm on it’ or an expected response time) prevent client frustration and reduce service problems.

Chapters

I think if I could give one tip on customer service in this industry that would change more agencies fortunes is when somebody sends you a request, you know they need help with something. Acknowledge the message. Whether or not you have an answer yet. 100%. It amazes me how many agencies, how many account exacts, don't wait to reply until they have an answer and they're in their head. They're going, well, why should I reply? I don't have an answer yet. But what they don't realize is that client sitting there for two or three days going, where the hell are you? Would acknowledge. Got your email, I'm on it. When do you need a response by or hey, it may take me a couple days. They would mitigate so many issues that customers have with them.