When it comes to first impression, our actions speak louder than our words. When we meet someone for the first time, the easiest way to communicate our excitement and how glad we are to meet them is to smile.
People are naturally attracted to those who greet them with a smile. When we meet someone for the first time and see that person smile, we automatically have a tendency to like them. If you want others to like you immediately, greet them with a smile. Even if you are speaking to someone over the phone, communicating your message with a smile will be recognized and appreciated.
Criticizing others is something you must avoid at all cost. Pointing out people's mistakes does not encourage them to change their behavior, and certainly does not teach them anything either. People are primarily driven by emotion and your reasoning will mean nothing to them. Even if your criticism is very reasonable and with good intentions, people being criticized will naturally put up a wall around them protecting themselves and fighting back the accusations. For instance, an insured has called asking for changes to his policy. You know very well that his request will not be of his best interest. If your immediate reaction is to criticize the client's request, all you will do is aggravate the insured. He will not be listening to your explanations and may even look for other friendlier agents to handle his business.
During the Civil War, Abraham Lincoln famously told those who spoke harshly of the Southerners, “Don’t criticize them; they are just what we would be under similar circumstances.” Benjamin Franklin claimed that the secret to his success was “speak ill of no man.”
Criticizing your employees or the insureds is easy, but it takes someone with real character to be understanding of others. If you want your employees and clients to like you, try understanding them and accept their misunderstanding of the vast and complex nature of the insurance business. Criticizing others will be of no benefit to you nor them, it can only come back to harm you.
How do we take the next step in our business environment, how do we make people do us favors? How do we make them follow us and do as we ask? The human desire for approval, appreciation and praise makes people take the next step forward in life. Regardless of what we are doing, starting a new venture, making copies at the office or babysitting, we all like being complimented. The sound in our ears that we are doing a good job is what we all want to hear after a hard day at work. Instead of criticizing an insured for possibly making a wrong choice by changing his coverage, much more beneficial will be to compliment him of the great choice he made at the beginning of the policy. To make yourself someone people enjoy being around, use simple phrases such as “Thank you” or “I’m sorry,” and learn to give sincere compliments. Your appreciation must be honest. People can easily see through phony flattery. If you take your associates and clients seriously, it will not be hard to value the work they do and choices they make. You will find it easy to offer them honest and sincere appreciation. In return, they will want to work with you and be your clients.
We all love to speak about ourselves, especially when we find a good listener. To be likable and interesting, do more listening and less talking. Ask your clients about themselves, about their business, about their families. Encourage them to speak as much as they like. To be interesting, you need to be interested. To be a good listener, make sure you do not let yourself be distracted or interrupt others. Make an effort to show your true concern in what other have to say. Give the other person your full attention.
To be persuasive, encourage your clients to say “yes” as often as possible. Before asking your clients the most important question, if they want to buy insurance from you, make sure you ask them a series of small questions to which you know they will say yes. For example, you already know they are married and more than likely they want to include a second driver on their policy. You can safely ask them if they want to include another driver. Or if you know the client has had prior insurance, you can ask them if they had insurance in the past. The more yeses you get during a conversation, the greater the probability that you will also get a “yes” when you finally reveal the question you really want to ask them.
Generating affection from your clients can be quite easy. Everyone likes to hear their name. As insureds call or visit your office, if you take the effort to remember and frequently repeat their names, they will instantly like you. They will feel closer to you. As if you have known them for years. People hear their names, and they associate that sound with something familiar in their lives. You will be joining their circle of trust.
In conclusion, if you want people to follow you and do you favors, make sure you greet them with a smile. Be enthusiastic to see them. Be genuinely interested in what they have to say. Do more listening than talking. Encourage them to tell you more about themselves, about their business or their family. Do not criticize them, even if you know they are wrong. Find the good in them and praise them for their good work or choices they have made. Make sure you avoid all arguments. They could never be won. Telling people they are wrong will only make them resent you. Compliment them instead. Use the easiest trick of joining their circle of trust, repeat their names frequently.
The purpose of
NowCert.com is to help insurance agencies manage their book of business. The online tool, the agency management system, is just one of the ways we help our subscribers with their agency management. We also build our clients free websites, newsletter and social media designs. We share our experience in the insurance industry.
Overall, we want our subscribers to be successful. If you have anything to add or suggest, please join the conversation by posting your comment below.
