Why Your Crappy Agency Experience Is Your Fault!

Let me start this by saying I am an insurance agent through and through. I am not a writer, communicator, novelist, nor do I claim to be one so let’s be upfront that I am not the most skilled person in that category, but I know my industry and that’s why you are here.

If you read any marketing book they all say to pick a niche or niches and utilize your budget for marketing according to those ideal clients. Time after time it’s beat in our heads that we should identify our target market, narrow down their demographics, and find out who we LOVE to work with.

The reality is that very few insurance agents do this. They are so eager to write business they accept anything and everything that walks through the door. It causes years of frustration between clients who don’t fit that ideal by both parties. The agent is frustrated because they call too much, complain too much, are upset too much (enter anything else in here that might apply!) but ultimately its the agent’s fault. They won’t take the blame but it is. The client is frustrated because their agent never calls them back because they avoid the painful conversations that need to be had about billing, coverage, claims going wrong,  or whatever else the client normally calls to complain about.

Everything follows the 80/20 rule. 80% of all problems will come from 20% of your clients, 80% of all revenue will come from 20% of your clients, 80% of all anything will come from 20% of your clients. And normally the same holds true that your lowest revenue clients cause the majority of your problems which is why you hate the relationship. It’s tried and true and the majority of your people will fit your needs and wants well and the rest, well they will just be royal pains in the side! So why hold on to that? Why not let them free and free them and yourself from the miserable relationship you have?

Had you said “no” to adding that client in the first place they wouldn’t be the pain the side and had the client understood your ideal client and recognized that they aren’t a good fit then they would have more than likely said: “I will try somewhere else”. Ultimately the agent/salesperson/agency owner is responsible for the problems inside the agency, not the client.

Now, if you are the buyer of insurance and frustrated with your agency a lot of what is above is why. You just want insurance and good service or at least service that meets expectations. You don’t want to have to call 1,000,000 times a week to get an answer. You want something that is easy, simple, and flows naturally. You want the least abrasive way of doing business so you can focus on things you love like family, food, hobbies, etc.

If your agent doesn’t communicate or you guys don’t communicate in the same way. It might be time to find a different agent. That’s not to say that agent is bad or doesn’t know the proper things to advise well and be a good agent but not all agents are good agents for you.

The moral of this story is that finding the right insurance agent takes time. You might be the lucky one who finds them right away or it might take you years to settle on the right person for you. An insurance agent should be a trusted advisor like an attorney, doctor, accountant, bookkeeper, etc. You have to be on the same page.

And you have to let them do their job and be coachable. The idea that you know more than the professional is insane in theory and in concept. It takes 10,000 hours to become an expert at something. Who do you think has a better chance of becoming the expert, the person working every day doing the work, or the person who reviews their insurance once or twice a year and picks new coverages?

I hope this helps someone out there struggling or frustrated, agent or insured. Don’t force it. There are plenty of fish in the sea, crayons in the box, stars in the sky, or whatever the kids are saying these days! You have choices and you should be happy with the choices you make. Don’t let the fear of change or convenience continue to make you suffer.

Best of luck to everyone!

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