Do you ever wonder how some agents make it look so easy? Their clients love them. Their retention numbers are off the charts. They get referrals without asking.
It’s not because they are so much more charismatic than you or because they work 80-hour weeks. They’ve simply cracked the code on building authentic, personal relationships at scale.
The most successful agents don’t wait for a claim or annual renewal time to communicate with their clients. Instead, they have systems in place that make it easy to be authentic and human consistently—not just when they remember or have the time.
So, what exactly do these agents do well? They communicate regularly, year-round, via a variety of channels available to them. And they use software to help them automate it all.
When you pair authenticity with just a little help from technology, something cool happens. And it’s easier to accomplish than you think.
Direct mail
People still get excited about mail that isn’t a bill or a jury summons. A postcard, a handwritten card, a letter—all these items stand out. Not many businesses remember their customers on their birthday or go out of their way to thank a client for a referral. When you do, you immediately jump out ahead of the competition.
The best agents send emails people actually want to read. Not just “here’s your renewal notice” or “let’s talk about your rates.” Think seasonal tips, quick reminders, helpful market updates. Clients should feel like you’re always working for them—even when they don’t see it.
Texting
Agents who have mastered texting don’t blast their book of business with generic messages. Once you know which of your clients prefer to text—use this channel to connect with them. You can text proof of coverage, send an occasional survey or share important updates about the agency.
Phone calls
Yes, people still answer their phones. If a client leaves a bad review, call them. If they leave a great one, call them. If they email you with a question warrants a detailed answer, pick up the phone. A five-minute call builds loyalty you can’t buy.
Web chat
Sometimes, just being there is the difference. Web chat gives clients a way to get help fast—no waiting on hold or checking their inbox all day. It shows you’re accessible and responsive, and that builds trust.
Ready to win?
You don’t need more hours in the day. You just need a good system that helps you do everything we covered in this blog post and more.
Let us help. We can automate your agency communications and help you retain more clients, win more business and have a few hours left in your day for that much needed work/life balance.