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This piece is presented by Howalt+McDowell Insurance, a Marsh & McLennan Agency LLC company.
By Chris DeSchepper, account executive manager/team lead
One of the things I’m most proud of about our agency is that we maintain a retention rate that is considerably higher than the industry average. While average customer retention in the insurance industry is 84 percent, our current retention across all lines of coverage is almost 97 percent.
Outsiders often wonder what keeps our retention so remarkable. Our people, our products, our resources and our reputation all contribute to retaining business. Another main factor is how we treat our clients. Today’s technology advances have changed the way we do customer service. But as it was when I started in the insurance industry over 30 years ago, the client is still king. In keeping with that philosophy, we have transformed the role of customer service to be one of customer advocacy. Here are a few lessons learned along the way.
As testament to our team’s commitment to our clients, many of our service employees have won awards for their work with our clients. Ultimately, the thing people remember most is not what you said but how you made them feel. At Howalt+McDowell Insurance, a Marsh & McLennan Agency LLC company, we strive to make our customers feel valued, protected, confident in our abilities and comfortable giving us their business. Creating a culture of customer advocacy is not easy, but it is a powerful way to impact the success of your business.
Chris DeSchepper began her career with Howalt+McDowell Insurance in 1985 and is one of their longest tenured employees. She has earned the following designations: Certified Insurance Service Representative (CISR), Associate in Insurance Services (AIS), Certified Insurance Industry Professional (CIIP) and Diversified Advanced Education (DAE). She has been honored with multiple industry awards, including the Independent Insurance Agents National Outstanding Accredited Customer Service Representative, Insurance Professionals of Greater Sioux Falls Executive of the Year and the International Association of Insurance Professionals Award of Excellence. Learn more about Howalt+McDowell’s customer service philosophy by contacting Chris at firstname.lastname@example.org.
Most businesses dream of a 97 percent customer retention rate. Here’s how Howalt+McDowell achieves it.