Creating a superstar client relationship

Vince is the ultimate superstar client. To give you a sense of his relationship with TSG, Vince insures his business property and vehicles, his personal home and vehicles, his motorcycles and some investment properties through our brokerage.In fact, we spend a great deal of time going through the details and coverages when it comes to the renewals of his policies. Luckily, we timed all the policies to renew on the same day which simplifies things.So how were we so fortunate to be Vince’s go-to for all of his insurance needs? We did so by winning his trust and getting the job done.How it all startedOriginally, we came in contact with Vince through a cold call and ended up meeting him in person. We got a sense of his needs and challenges and conducted a full audit of all his insurance needs. An audit is when we identify a customer’s risks and exposures, and advise them about the types and amounts of coverages they need.Vince felt as though he was heard. The key was asking questions and listening really closely and carefully to his answers. Moreover, as a small business ourselves, we were able to speak his language. Even though some of our services and solutions cost more than his previous arrangements, the ease of doing business was worth every penny for Vince.One stop shopAnother factor is that insurance is more convenient when you have more than one policy with the same broker. Vince is certainly enjoying the benefit of having his many policies under one roof. TSG is his one stop shop for everything insurance related.Previously, Vince had an unwieldy bunch of phone numbers to call every time he needed anything done with his insurance. Moving to TSG, he’s got one touchpoint for everything. Although his annual renewals are somewhat of an epic process, when he leaves our offices on that day, he knows he’s well and truly covered.Building a relationshipThe formula is simple, but it’s really difficult. Before, Vince’s various insurance brokers and service providers were not meeting his needs, but we did our job quickly and correctly.And from there, we kept going.Vince has also driven business and referrals to our company. The other day we secured the home of one of his sons. It’s clear to us that the more you support someone, the more that person will reciprocate. That’s not to say we didn’t have breakdowns or setbacks, but we have worked to overcome those difficulties by holding ourselves accountable to our promises and maintaining integrity.When Vince hears the word “insurance,” he thinks TSG.Live long and prosper, Vince.