Going the Extra Mile . . .


When meeting with your client, it is important to be personable. Open up the gates of conversation by asking them about their life, achievements, and interests. While conversing, keep in mind that body language often speaks louder than words. Let’s say you are with your client, and she is explaining the details of why she would interested in a final expense product. She is telling you about her best friend who passed away one month ago, and what a struggle her friend’s funeral was without insurance coverage. She might even tear up when she explains to you that she does not want to be a burden for her children. At this point, if you are shuffling through papers, chewing on your pen cap, or not making eye contact; your client will not feel valued. It is important to take the time to listen to your client. Answer their questions. Show them that their purchase of insurance is important to you, and you are there to assist them in making the right decision. It will make a world of difference, and you are more likely to have the client refer you to other potential clients.


Practice makes perfect, right? It is crucial to allow time to get to know the products that you are marketing. It can be very embarrassing to have to tell a client, “I don’t know.” However, in this situation, there are also better answers. Rather than sharing a blank stare and shrugging your shoulders, respond to your client’s question with, “I would be happy to look into this and get you that answer today.” Another approach could be “For verification purposes, let me take a look into that. May I please call you with that answer this afternoon?” If you are stumped on answer, spin it positively by letting the client know that you understand their question and will promptly get back to them with the correct answer.


You know this business. Your clients most likely do not. What your clients do know is that this can be a big, expensive purchase. Therefore, do not put expiration on their questions, comments, or concerns. If your client is asking you the same question multiple times, it is because they do not understand the answer. Try explaining the answer in different terms, write it out, or use comparisons. Go with any strategy that will help them grasp the appropriate answer. Give your clients the opportunity to hear about all of their options. The client’s needs are your priority, and they have every reason in the world to trust you. Your efforts to answer their questions are what builds that trust.


About Erin Kozy

Erin Kozy is a life division specialist at Neishloss & Fleming, Inc. Erin spends her time running reports, quoting, and assisting with product questions. Erin enjoys problem solving and assisting others throughout the day. She feels there is no such thing as knowing it all, which means there is always room to learn, grow, and improve.

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4 Responses to Going the Extra Mile . . .

  1. Ariel April 3, 2013 at 2:16 pm #

    Great points, Erin! People always understand when you explain that you want to find out the accurate information before telling them what you think you know. It’s always better to take some extra time to find out the correct answer versus the quick and not so accurate answer.

    • Erin Mundie April 11, 2013 at 4:27 pm #

      Thank you, Ariel – I appreciate your feedback! I couldn’t agree with you more! Confidence and being correct is often the key.

  2. Brittany Herron June 25, 2013 at 2:23 pm #

    I couldn’t agree with you more Erin! When the client and agent schedule time to meet the client should have 100% of the agents attention.

  3. Johnb598 May 19, 2014 at 2:16 am #

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