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Life Health > Running Your Business

10 customer service tips for marketing and sales

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From our 100 best tips for markeing and sales, we gathered these 10 on customer service. 

Everyone knows the value of top customer service, whether the customers are internal or external, whether your business is sales, marketing, finance, or insurance.

We asked our wide audience of experts and everyday brokers in the trenches for advice on how to provide excellent customer service.

Here are the 10 best tips:

1. Remember why your business exists.

“It’s easy to think of claimants in a negative light. But without claimants, we have no business. We exist because people collect money to help them when something bad happens to them.”

— Marty Traynor, vice president of voluntary benefits at Mutual of Omaha

2. Be personal.

Don’t underestimate the personal touch.

Technology is great, but hand-written cards on client birthdays, anniversaries and holidays still go a long way.

3. Find tools.

“Decision-support tools are more important than ever and help guide consumers to the health plan and benefits that best meet their health care needs and budget. Look for partners who offer consumer-decision support tools, which in turn help you provide more value to your clients.”

— Ron Goldstein, President & CEO Choice Administrators

4. Listen.

Just listen. It’s tempting to tell them everything you’ve learned in the business, but often, the best plan is to say nothing at all.

5. Offer solutions.

Become a solutions provider.

More than ever before, clients are looking for answers. Make sure you have them.

6. Customize and personalize.

“Personalize the solutions you offer. Through your communications and the solutions you recommend, make sure your clients feel as if you understand them. Help them feel like they are in a special club, but keep in mind that one size doesn’t fit all, and recommend options customized for each client.”

— Bruce Hentschel, Principal Financial Group

7. Don’t wait.

Be proactive. Don’t wait for clients to come to you with problems or questions.

8. Stay in touch.

Keep your clients informed year-round. This is no longer a seasonal industry.

9. Refine the choices.

“Limit the number of choices you offer. It may seem like you should tout how many great options you can provide, but try to keep the options to no more than three. And be sure to tell them which one you recommend. When faced with too many choices, people are often unable to evaluate them all and may take no action at all.”

— Bruce Hentschel, Principal Financial Group

10. Get a website.

“Brokers who offer online quoting on their websites or use an exchange or carrier with an online quoting feature can quickly provide clients with multiple options to consider before making a health care decision. For brokers without a website, find a technology partner to help.”

— Ron Goldstein, President & CEO Choice Administrators

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