Streamlining The Client Onboard Process For Public Adjusters
Release Date: 06/10/2020
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info_outlineCustomer Onboarding
- Always Aim To Do The Following 3 Things
-Get clients involved within the first 48 hours of contract signing
1. Create & Send New Client Welcome Letter
2. Schedule a Followup Call Within 48 Hours
3. Celebrate Milestones Along the Way
-Establish a communication & process workflow
-Make your service indispensable Understand Your Client
-Make it a point to understand each unique obstacle, pain point, and challenge that your customer faces, as well as their ideal solutions and outcome.This information will help you tailor their onboarding experience and goals. Set Clear Expectations
-Before signing your contract, your customer should know what to expect.Your sales process should lay out the same claim process given to them after they sign your contract.
-This information should carry into the onboarding process as you reiterate the value that your product provides to your customers and prepare them for potential setbacks or sticky points.That way when they hit a snag, they’ll be better prepared for it and not give up so quickly.
Prove Your Value Quickly
-Before your new client can get excited about the claim process (or, at least less nervous,) you need to reemphasize the value you will provide for their unique case.
-Give them specific examples of how your service will address their specific situation. If possible, pull reports of recovered damages by peril, location, or business / structure type to prove your track record. Keep Communicating
-After your initial welcome letter, continue communicating throughout each claim phase.
-At this point, email is probably your customer’s most frequented communication medium
- BUT ASK & then make a note of it. Some may prefer phone calls (still follow up with email!)
Seek to Impress
-Your goal with every client interaction is to create the same positive experience that made your customers sign up for your service in the first place. Aim to deliver a stellar performance that your customers will rave about and share with others.
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