With the downward shift in our economy, economists are telling business owners that the best thing they can do to increase business is to improve the level of customer service provided. Temporary housing is one of the many services that insurance professionals must call upon on a daily basis. Therefore, it is essential to always go the extra mile. It costs nothing, but the return in repeat business and corporate identity are immeasurable.
Temporary housing providers must balance the goals and desires of the insurance company, while providing an unparalleled level of comfort and support to the insured. In order to succeed and ensure repeat business, temporary housing providers must serve two masters: the insurance adjuster and the policyholder. Oftentimes, these two have different and conflicting desires. Insurance adjusters require accurate, cost-effective, and speedy service, while policyholders must always feel as though they are the first priority.
The vendors that insurers use must reflect a commitment to customer service, as they are an extension of the insurance company. The policyholder should never realize the work that goes into accommodating them. A provider should operate as a seamless, precise service organization. As a visual metaphor, think of temporary housing providers as being the third leg in a 4×100 meter relay race. They don't start the race, and they are not in the photo finish at the end. They are the seamless connection in the middle. Their goal is to ensure a smooth transition between the policyholder and insurance adjuster.
The recent economic downturn has provided an environment in which the level of customer service has changed remarkably. Whether it is conducted through a follow-up phone call, a courteous greeting, or a personal interaction, customer service is not simply a part of a company's success — it is the crucial part. Most companies have taken notice of this and are increasing their efforts at improving customer service in order to retain and build their business.
Temporary housing companies are one of these businesses that must incorporate superior customer service to flourish. Without incredible service, this industry would flounder in a down economy. You may ask, "What can temporary housing providers do to increase customer satisfaction?" Here are a couple of ideas:
Keep Your Promises – It is important that service marketing is in fact truthful and represents the service provided. If a company is promising that it can facilitate housing in 24 hours, then it must be able to meet this request each and every time. Many companies will say things to get business in the door, but following through on what you are selling is a critical part to retaining any business. If insureds and adjusters know that you are following through on your promises, it increases the customer satisfaction rate all around.
Understand the Insured – Temporary housing companies that have customer service as their top priority will hire employees who understand policyholders. Understanding an insured means that temporary housing employees must be able to relate to them and be passionate about what the company offers.
Housing providers should also have employees who can sympathize with the customer. The policyholder could have lost everything, so they need someone to help them and do so with kindness and courtesy. An effective way to gauge customer satisfaction is by asking. People love to give their opinions. Have a temporary housing provider send out surveys, asking policyholders what they did and did not like about the service provided. Surveys should remain anonymous and responses should be sent directly to the adjuster. Also, adjusters should listen and take what insureds have to say at face value and, if necessary, make changes accordingly. Remember that the most intuitive feedback is provided during recent engagements.
Go the Extra Mile – This component is important in any industry in order to exceed customer expectations. However, when working with policyholders (and the insurance industry in particular), going the extra mile is crucial because temporary housing providers are helping families who have experienced a tragic loss. For example, if a family moves into temporary housing around the holidays or when it is cold, a good provider will send a holiday card or extra blankets. If a temporary housing provider does a little more than what is expected, the rewards for everybody will always be more than the effort expended. Always remember that the tiniest of details will make the difference between an average experience and a great experience.
Employees – No matter the industry, customer-facing employees are the expression of any company. A good temporary housing company will educate and empower its employees to make their own decisions. The employees will learn how to handle difficult situations through good and thorough training and know how to communicate with adjusters and policyholders. Through their competence, they will project assurance. Employees will always have answers or have the ability to tell an adjuster and insureds that they will find the answer and get back to them. No transferring to another department. This is customer service at its simplest and finest.
Communication – Modern society allows us to communicate in various ways, be it phone, e-mail, fax, or text messages. Proactive housing providers will determine what method of contact an adjuster or policyholder prefers, ensuring a higher level of service. By merely following through on these desires, a provider's communication efforts will be more accurate and expedient.
A good temporary housing provider will pay particular attention to an adjuster's and policyholder's needs, desires, words, and actions. Providing premier customer service to both sides is quite possibly the most important task a temporary housing provider can do.
According to market research conducted by the Gartner Group, "a five percent increase in customer retention can increase business profits by 25 [to]125 percent." The retention of existing clients in all business is critical, and is especially true in the insurance industry. The cost to recruit new clients is far more than the cost of retaining the current ones you have. Customer service is the most cost-efficient way to accomplish this. Customer retention can enable any business to succeed in our current economy.
Customer service is something we all encounter on a regular basis. It leaves lasting impressions on us. We remember the good, the bad, and the exceptional. Insurance companies look to temporary housing providers as an added service to the adjuster caseload and an added service to their policyholder. Time and again, customer service has proven to be a very important component to temporary housing and the insurance industry in general, but in today's economy, it has never been more important.
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