Client success story: Steven

Although Steven has been driving for many years, it felt like his first time all over again when he bought a new car. He had recently imported the car from the U.S. and it was a big deal for him.Unfortunately, Steven’s prior insurer did not clearly explain the details of his policy and coverage to him. “He didn’t feel comfortable with what he was buying so be decided to look for alternatives,” explains Bernice Buktaw, personal lines broker with The Shepherd Group.Bernice then helped arrange an auto insurance policy for Steven. “I gave him the quote, explained our process and the coverage that he needs. He hasn’t had a car in a long time, although he was driving a few years ago,” she adds.As it happened, Steven’s home insurance policy was due for renewal in February and TSG was pleased to also assist him on this front by combining his home and auto policies. “He was very happy about this,” Bernice notes.Originally, Steven connected with TSG through a referral. For Bernice, a referral is the biggest compliment she could get as a broker. It means a client trusts us and we must do everything we can to nurture and develop this bond.As with any strong relationship, effective communication is the glue that binds people together. With respect to our clients, proactive engagement and clear communication also helps maintain integrity in the client’s eyes.To maintain your trust, a broker has to actually listen to you and and avoid jumping to conclusions about your needs. This forms the basis of active listening where we make an effort to slow down our thoughts and words and help you determine your needs.Another part of our engagement with clients is contacting them in advance of their policies renewal to be in the know about what’s happening in their life. You may well have other needs that we could meet.This way, we are being proactive as opposed to reactive and being in communication with clients helps us stay ahead of the curve of your needs and offer solutions ahead of time.On that note, make sure to ask your broker how they’re putting you in the know and meeting your needs proactively.Let us know what you find out and tweet us @TheShepherdGroup