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Agent to Agent: Powerful Client-Focused Communication Strategies That Work

By Scott Purves
Purves & Associates Insurance Agency

One of the keys to a successful agency is communication – communication with your employees and most importantly, communication with your clients. Unfortunately, it is also one of the biggest roadblocks on the road to success for many agencies. Effective communication is the only way to build and maintain solid relationships with your clients… and keep them coming back for more.

Here are some successful tactics you can use to build that ever-important relationship with your clients, and keep the lines of communication positive and open.

  • Speak their language. Figure out how your clients want to be spoken to. Are they more professional and business oriented, or are they looking for a casual conversation with a “friend”? Either way, have all of your conversations on their terms, you’ll have a greater success building an all important rapport.
  • Stay involved. You’ll have more success converting repeat customers if you remain involved in their lives. And we aren't just talking about life events that can constitute as a sales pitch. Clients feel important and cared about when you take the time to remember important things such as an anniversary, birthday, or child’s graduation.
  • Educate don’t lecture. Keep an open door policy and make sure your clients know that you are not just their insurance agent; you are a confidant for all of their life’s questions.
  • Build trust. Continuously do what you say you are going to do and you will build the foundation of all good relationships: trust.


Looking for a way to stay in contact with all of your clients at once? Try out a monthly newsletter. It’s a great way to stay in touch and reach out to customers with specific achievements or events and you can update them on insurance news, too!

Scott Purves, CIC is the President of Purves & Associates Insurance Agency. Scott has focused on Group Benefits for businesses, including group medical, vision, and disability. He has served on the Board of Directors of the Sacramento Health Underwriters Association and is currently serving on the boards of the Insurance Brokers & Agents of Sacramento and the Davis Downtown Business Association.