CSR Learns That Protection Can Be More Important than Price
"I had a gentleman come into the office concerned about the cost of his homeowners and automobile coverage. He wanted to decrease the liability on both policies.
I remembered a story about another CSR who had a customer that wanted to cancel their umbrella policy.
I told my client the story, except I added that the wife (a lawyer) and their son were in the vehicle, both being injured in the same accident. Of course, their 2006 Lexus was totaled. By the time my client left we had increased all his underlying liability to 250/500/100 and he was adamant about completing an umbrella application on the spot.
This stuff really really works, put some thought into how to protect the clients stuff not just lowering the premium when they come in to complain about the price."
Peg DeSantis
Tobey Merrill Insurance
Hampton, New Hampshire
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