Client retention is a key component to any agency growth plan.  But sometimes it’s hard to know where to start.  Great customer service is a huge part, but how can you use Facebook and social media to achieve this?  Here are a few ideas to get you started!

Get Clients To “Like” You

Subscribing to someone’s Facebook page by “liking” it, is a vote of confidence for that business.  When a client follows you on Facebook, they are showing you that they’re a little more committed to your agency!  Plus, it allows you to offer better customer service, regular updates, and the ability to keep your name in front of their face on a regular basis.  If you are a personal lines agency, focus on building up your Facebook following first!  (I’ve written about getting “likes” here.)  

Be Available Online

If you’ve got a smartphone, then you have no reason to not be available to your clients online.  Apps make it so easy!  Download the Pages app for Facebook and you can get alerts whenever someone writes a comment on your Facebook page so you can quickly respond.

Download the Messenger app and make sure that your page allows someone to send you a private message.  (Go to Settings at the top of your agency Facebook page and Messaging on the left to make sure this feature is turned on.)  The Messenger app is like texting through Facebook.  I’ve seen lots of clients use it to quickly contact their agent with a question or request.

If you can’t keep up with these items, then delegate the job to a member of your team and check in with them regularly for updates.  Facebook will even tell you how quickly you are responding to messages so you can track your progress.

Post Critical Information Quickly

It’s almost spring, which means spring storm season is just beginning.  This is an excellent example of how to truly be helpful to your clients with Facebook.  If a weather watch or warning is posted for your area, share that information on your Facebook page immediately.  (You could probably just share a post from your local weatherman to make it even easier!)

If there is hail, flooding, or anything significant, immediately post the phone number for contacting your office or  filing a claim.  Post your own personal cell phone number if it’s severe and you know you need to be available immediately.  You know what your clients need most!

Not only does this provide excellent customer service, but everyone else who sees this will wonder where their agent was after the storm when they needed them!

Ask For A Review Or Testimonial

Marketing research shows that people who give testimonials  and referrals are less likely to leave your business!  That means you must provide great customer service and then ASK people for a review.  Facebook Reviews are a great start!  (Learn about Facebook Reviews here.)  If you’ve already built a following on Yelp or Google Reviews, you could use those too.  The key is to get those great reviews written and online!  Your clients will have more loyalty to your agency PLUS you’ll have more social proof for your prospects.

Client Retention & Growth

We already know that having a successful insurance agency isn’t just about how many clients you can get, it’s mostly about how many clients you can KEEP.

Long term client retention is a huge factor in building your mega agency.  Learn how we can help you build your agency brand online with strategic social media marketing here.  

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Robyn Sharp
Robyn Sharp

Robyn Sharp is an insurance marketing expert (and former agency owner). She specializes in Facebook content creation & marketing for P&C insurance agencies. Robyn has been a featured contributor to Exclusive Focus, PropertyCasualty360, IndependentAgent, and other insurance publications.

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