How Can You Increase the Quality and the Frequency of the Relationship with Your Clients?

The Dilemma:
After asking account executives and agency principals about their greatest frustrations, a pattern emerged. They consistently told us the biggest and best top accounts received loads of attention, but the smaller and medium size accounts received too little attention.

You want your staff to allocate appropriate time on each account depending on the size and relationship to other accounts, but how do you ensure that the loudest and most demanding customers are not getting all the attention and the so called quiet accounts are not getting inadequate attention? If you never or rarely hear from a customer during the year, is that a good thing or is really a bad thing and that account is just waiting to be lost? Any time that you and your staff have the opportunity to service the account is another opportunity to excel and cement the relationship.

• To retain accounts today, how do you ensure that you pro-actively manage the account and have meaningfull relationship touchpoints with the client over the course of the year? How often have you found yourself not having spent enough time with the client or it has been a really long time since you met with the client?
• It is always your best intention to round accounts, but how do you get the rounding information through to all levels of the organization and how do you set exclusions (for example, not rounded because the other broker is a referral source)?
• How do you easily identify the total premium and total comission, as well as the premium and comission for any related accounts? Do you at all times know what your top 20 Accounts are?