Your mission, if you to choose to accept it, is to find out the true identity of the voice on the other end of the phone. Are they an agent or a guide? Are they loyal to the insurance company or to you the customer? Your sanity depends on it.
I’m going to teach you three ways to discern if you’re talking to is just an agent or a guide disguised as an agent. But first let’s look at the differences between guides and agents.
Guides
Guides are the people you like talking to. They’re the likeable experts and trusted authorities. A guide is a great leader, excellent decision maker and problem solver. But their real value is their ability to help you reach your destination quickly and safely. Guides show you the way.
Agents
Agents are traditional insurance salespeople. They are trained to interpret policies and products to the customer. They’re good at following directions but struggle with problem solving and are predominantly left-brain thinkers. They’re not bad people, they just lack leadership abilities. They usually think along the lines of, How do I get more business today? or I need to close some deals. Agents sell.
Why you should choose a guide
To start with, they are easier to work with since they have a desire to teach not sell. And guides are able to see the big picture. Agents struggle with concepts that are outside the box of their traditional corporate policies.
But the number one reason why you should choose a guide is trust. Is it worth it to go with the cheapest price if you constantly have to spend hours reviewing your policy because you don’t trust your agent?
When you find a trustworthy professional hold on to them for dear life. If they make your life easier, save you money and can think for themselves, then you have something valuable.
How to tell the difference
Now you know what you’re looking for. But how do you find out which agents are really agents and which are guides disguised as agents? Here are three ways to tell:
1. Do they listen?
Are they actively listening to you or just waiting for their turn to talk? You can tell right away if someone is paying attention or is distracted. Guides are expert listeners.
2. Do they respect your time?
Don’t you hate it when people waste your time? Well here is one time management tip that will save you hours: Don’t do business with people/companies that drain your time account. Are your initial business interactions simple and to the point or are they complex and confusing? It pays to work with people who respect your time.
3. Consultative or Sales-y?
This doesn’t require much explaining. You know what it’s like to endure a pushy, high pressure sales pitch. It’s annoying and uncomfortable. If you sense this sort of behavior with your agent I would reconsider doing business with them. Guides advise and let you buy while agents convince and try to sell.
I’m curious to hear your guide vs. agent stories. Feel free to share your experience by leaving a comment below:
By Bill Dorman
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