An independent agent with a CSA (Certified Senior Advisor) designation, Cindy Stonum has over 13 years of experience in the insurance industry. And during that time, she's learned a thing or two about what it takes to build a strong customer base. Read on to find out how attention to customer service and needs–as well as reacting quickly to lead referrals–have helped her become successful.
Q: How long have you been in the insurance business?
A: I began my career in insurance, working with Medicare beneficiaries, in 1994. I've been independent from 1998 to the present.
Q: What types of insurance do you sell?
A: My primary products are Medicare Supplements, Medicare Advantage products, Medicare Part D prescription drug plans. I also write Long Term Care, Senior Life and Annuities.
Q: What is one of the secrets to your agency's success?
A: I don't believe it's really a secret, but I think what has made my agency so successful is excellent customer service. Call people back ASAP and if you tell them you'll do something.....do it and do it fast. Let them know they don't have to worry about ANYTHING. If they have even the smallest problem, they can call me and I'll help them work it out.
Q: Why do you use online leads?
A: I use online leads because I don't have time to do mailings. Since the "NO CALL" law began, we can't mail letters to specific zips and then do a follow up phone call to try to set an appointment. So for the past few years I have built my business strictly on referrals. Now with online leads, they are delivered right to my desk and the people are waiting for me to call. A perfect system!
Q: What is your #1 tip for managing online leads?
A: I only began using NetQuote the first part of November 2007, so I'm rather new. But the system that seems to be working for me so far is to print out the lead when it hits my e–mail, call the potential client, make notes on the actual lead during the conversation, and then follow up with an e–mail to them. If I can't reach them by telephone, I send them an e–mail introducing myself to them and share with them a little about my experience and how I might help them.
Q: What is your #1 tip for growing your business?
A: The best tip I can offer about growing your business is to keep in contact with your clients! We work so hard to get the appointment, then write the business, track it until issued, deliver policies, and then what? Never speak to them again? I visit with each of my clients on the phone no less than once each year–most of them many more times than that. They call me frequently with questions or small concerns. When they know you care about them and that you are willing to help them without making them feel stupid for asking, they are happy and anxious to repay you by sending referrals. More than once I've had clients get their checkbook out and ask if they could pay me for my help. I tell them, "No, I can't take your money. If you want to repay me, just give my card to someone else that you know could use my help." They just smile and ask for extra business cards.
Q: Do you have any parting words of wisdom?
A: Parting words of wisdom? Treat each client like they are the only one you have. Don't worry about your own bank account...worry about your clients'. Your money will come to you if you do the best for your client. Treat each one as if they were your favorite client.
