And, it’s beyond comprehension that it would be to praise an INSURANCE company????
Here’s why . . .
There’s a lesson here from a big-ass company that all us little businesses can actually learn from.
The company is Geico – hence the headline about the lizard . . .
Here’s what happened . . .
After a totally frustrating day, being totally stymied with technological glitches and further confirmation of my lack of technological skills . . .
It was 9 PM and I decided to try to get the “renter’s” insurance I’m supposed to have after hearing my ex, Jeanette, tell me about how her daughter’s dog sitter stole all her valuables and jewelry . . .
Since I have my car insurance with Geico, I figured I’d start with them . . .
As expected, the web site led me into the dark morass of insurance . . .
Since the site didn’t answer my questions – how could it? – I clicked on “contact us”!
Of course, my computer, a Mac, tried to open up Microsoft Outlook to let me send them an email.
Of course, that didn’t work, so I went through the usual 5 steps to stop Microsoft from taking over my computer . . .
The questionnaire wanted to know what my building was made of – no idea – what kind of heat I had – again, no idea. I was totally prepared for another typical insurance./banking experience . . .
But then, the system gave me a phone number – answered from 7 AM – 1 AM???? 18 hours/day?
I couldn’t believe it, so, even though it was 9 PM at night, I called the number on the East Coast . . .
A nice guy actually answered the phone after I went through a totally reasonable automated menu asking me what type of insurance I wanted or whether I was filing a claim . . .
After getting my name, he already knew my address and the fact that I had an auto policy with them . . .
We talked – he actually asked me what I wanted???? – and I told him my story and he listened????
What’s happening here – a big company listening to me . . .
It can’t be . . .
I told him I had no idea what my building was made of – brick, block, alien materials, or what. He said – no problem – he looked it up in his database – powered by Google I’m sure – and he told me more about my building than I knew . . . He saw that I was in a 4 story building on a golf course . . .
I made the mistake – I thought – of telling him I had a business in my home – online, of course.
That created another batch of questions and I also told him I was certifiably old and asked for any AARP discounts, he laughed and said he’d check.
He also had questions about how much I made and I pitched him on joining my business – which he said I could send him info on separately . . . No idea if he’s really interested, but it doesn’t really matter – he listened to me and responded accordingly!!!
Then, he asked me to hold and then he checked a bunch of affiliated insurance companies and came back with a price . . .
30% lower than any I’d been quoted before – $40K of renter’s insurance for $10/month . . .
Who can say they’ve had an enjoyable conversation with an insurance agent selling them insurance. In my entire life, I’ve never had that happen – and, as I said, I’m old!
Warren Buffet owns Geico – the dude knows what he’s doing – and it passes all the way down to the customer – kudos to Geico and kudos to Warren Buffet.
So, long story, not so short, there’s a lesson here for all of us.
Customer service is king.
Do a good job of that and after someone gives you money, they will tell their friends about it! Just like I’m doing here. What’s it worth to you for a customer to spend an hour or more posting unsolicited positive info about your company online?
Do you want people doing that about your business?
Well, be good at what you do and make sure you stay good at what you do, and it will happen . . .
I have systems for local business to do just that without a billion dollar budget. Contact me and I’ll help you to do it.
To Your Success,
Profitable Marketing Systems, LLC
690 S Alton Way # 4C
Denver, CO 80247