12 Service Strategies To Make Your Clients Feel Loved with Kelly Donahue-Piro
Great customer service isn’t just about answering calls and solving problems—it’s about building trust, showing empathy, and making every client interaction a meaningful one. In today’s hard market, insurance agencies need to go beyond transactions and focus on creating long-term relationships with their clients.
In our latest webinar, Kelly Donahue-Piro shared 12 actionable strategies to help service teams strengthen client relationships, improve retention, and deliver outstanding customer experiences.
Here are the key highlights from the webinar:
1. Building Relationships Comes First
Service teams should shift from a task-based mindset to a relationship-based approach. Every client interaction is an opportunity to build rapport—whether it’s remembering personal details, asking about their family, or acknowledging milestones. A client who feels known and valued is more likely to stay loyal.
2. Ditch the “Eeyores” and Embrace Problem Solvers
Negativity is contagious. If there’s an Eeyore in your office—someone who constantly complains and resists change—it might be time to relocate them to the competition. Your team should be made up of proactive problem solvers who focus on solutions rather than obstacles.
3. The Piggy Bank Strategy: Deposits Before Withdrawals
Every positive client interaction is a deposit into the relationship “piggy bank.” When a difficult situation arises—like a rate increase—the client is more likely to stick with you if you’ve built up enough goodwill through excellent service, regular check-ins, and proactive communication.
4. No More Apologies—Lead with Empathy Instead
Service professionals should avoid apologizing for things out of their control, like rate increases. Instead, they should focus on educating clients about their coverage, explaining value, and showing empathy without unnecessary apologies.
5. Encourage a Culture of Asking for Help
A strong service team thrives on communication. If employees feel overwhelmed, they need to be comfortable raising their hand and asking for help before they reach burnout. Leaders should create an environment where seeking support is seen as a strength, not a weakness.
6. Make Every Call a Relationship-Building Opportunity
Each phone call is a chance to move the client relationship forward. Even small actions—like confirming contact details, sharing a discount opportunity, or simply showing appreciation—help reinforce trust and loyalty.
7. Right vs. Fast: Quality Service Over Speed
Clients want accuracy, not a rushed experience. Slowing down to ensure proper documentation, double-checking coverage details, and taking time to educate clients leads to fewer errors and a better overall experience.
8. Service Professionals are Growth Drivers
Service teams aren’t just there to process transactions—they play a key role in agency growth. Whether through retention efforts, cross-selling, or referrals, every touchpoint is an opportunity to reinforce value and deepen the client relationship.
9. Speak Their Language—Avoid Insurance Jargon
Clients don’t speak “insurance.” Using simple, clear language helps them understand their policies and builds trust. Instead of saying “subrogation” or “comprehensive,” explain it in everyday terms that resonate with the client.
10. Proactive Communication Wins the Day
Regular check-ins, renewal reviews, and proactive updates make clients feel valued. Instead of waiting for clients to call with concerns, agencies should reach out first to demonstrate their commitment to service.
11. Leverage Technology for Efficiency
Agencies should take advantage of tools like virtual employees, CRM systems, and automated workflows to streamline tasks and free up time for meaningful client interactions. The right technology helps teams work smarter, not harder.
12. Not Every Client is Worth Keeping
Some clients drain more resources than they’re worth. Agencies should identify their most profitable clients and focus efforts on serving them, rather than wasting time on high-maintenance, low-value accounts.
Elevate Your Client Experience Today
Providing exceptional service isn’t just about fulfilling requests—it’s about creating positive, memorable experiences that make clients feel valued. By implementing these 12 strategies, your agency can strengthen relationships, improve retention, and stand out in a competitive market.
Are you ready to elevate your customer experience? Start by making small, intentional changes and watch how they transform the way your clients engage with your agency!
What’s Next?
Missed the webinar or want to dive deeper into topics like automations, renewal pipelines, or VE management? Stay tuned for upcoming Virtual Intelligence webinars, and let us know in the comments what you’d like to learn next!
Happy Valentine’s Day from the Virtual Intelligence family!