In last week’s eMarketing Minute, Adam DeGraide spoke with Curt Henderson from Henderson Insurance Agency. They discussed how his producers and CSR’s have been able to get customers involved in sharing their experience through social media and reviews. In the long run, this is extremely important for any agency to learn to do and take advantage of for business.
Curt has been able to get his agents to work together in having clients go onto Google to write positive reviews about the agency. The reason Curt started this initiative was because the agency was looking for third party influences. With the help of Astonish, they found that reviews could be useful to brand themselves effectively and to get people to stick with their services.
Adam asked specifically how Curt was able to get customers to respond, because it is one thing to get reviews, and another of how you approach the customer. Henderson Insurance Agency has been in business for 30 years and everyone does a great job. Therefore, Curt simply reminded everyone in the office that they do a great job and the importance of sharing that.
During the sales process, each agent speaks with customers and asks if they are willing to share with other potential customers and past customers about how Henderson is doing a great job. They then explain that by going onto Google, they can write positive reviews of their experiences with the agency.
Adam points out how interesting it is to realize that in some ways, it is really just about asking. So if you have done a good job and have served the new social consumer in a very real way by helping them get the right coverage at the right price all while having fun, then there is nothing wrong with asking. You can say to a customer, “Hey, by the way, if you have enjoyed your experience, could you please share it with someone else?” Once they say yes, inform them that a quick way to do it is by going on Google and writing a review.
Remember, when you ask people for help, the most amazing thing is that they are willing to do it!