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

Take care of the customer and they’ll take care of you. #customerservice #expectations #success

11 Oct 2023 · 1 min

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Andy Neary (speaker) emphasizes that in the health insurance/advising space innovation and cost-containment are valuable but insufficient on their own. Advisors frequently win initial business because prospects are disappointed by poor service from current brokers. However, they often lose clients later when they neglect basic "blocking and tackling"—consistent customer service behaviors such as showing up for meetings. Neary’s advice: continue innovating but master fundamental customer service practices to retain business.

Chapters

Innovation doesn't mean anything if you cannot do the blocking and tackling correctly. Over the last few years we have focused on innovation and cost containment in the health insurance industry and I absolutely love it. There are advisors doing amazing things. However, what is not talked about enough is how often an advisor goes in with cost containment to only lose the business a year or two later. Why not because of the cost containment? Because of the lack of blocking and tackling the basics like customer service, like showing up for meetings. You see the reason you win business 9 out of 10 times is not because of your cost containment idea. It's because the prospect was disappointed with a lack of service from their current broker. So as much as we want to poo poo service, we call it activity over results. It's why and how you keep business. So my advice to my peers out there Keep cost containing, keep innovating, but do not forget to master the basics because that's how you're going to win the business anyways.