When I work internet leads (and I go back and forth on this, depends on my mood), I will call and when I don't have a conversation with them, I'll mention that I need to ask a few questions to provide them an accurate quote. It doesn' work, they don't call back.
You are better off not leaving a message and trying back a bit later.
I can see how Dan's system would work. But I usually leave a message since they know I called anyway (Caller ID). In the first 20 seconds I let them know that I am local, represent many companies and have many years of experience (And I probably lost most of them after seven seconds). After that, I am brief... mentioning that I emailed them the rates (or will be) and stress the importance of reputable brokers that represent reputable companies...not boiler room operations.
Okay, in fairness, Chumps and I probably leave similar sounding messages, just in my case, I'm focusing on P&C, and I stress the importance of getting an accurate quote, which can almost never be done from the information on the lead.
People do like a local agent that tries to be honest and accurate, plus it plants the seed that all of the quotes that they are simply emailed are useless.
I can see how Dan's system would work. But I usually leave a message since they know I called anyway (Caller ID). In the first 20 seconds I let them know that I am local, represent many companies and have many years of experience (And I probably lost most of them after seven seconds). After that, I am brief... mentioning that I emailed them the rates (or will be) and stress the importance of reputable brokers that represent reputable companies...not boiler room operations.
Sounds like most of the first 10-15 seconds is taken up by YOU talking about YOU... From pure marketing basics this will surely have them lose YOU in no time flat. You know the basics, people like to hear about THEM, not YOU. If I were going to leave a msg, I would leave one letting them know what can be done for them, and all about THEM.
I have observed an expert make many calls using internet leads, and he never leaves msgs; just keeps calling. The opinion of others is that leaving a msg on ans machine is a waste of time... What has been your experience with receiving returned calls from those msgs left...? After leaving them a msg do you call them again, or simply wait for them to call you because they like the sound of your voice...? Curious.
Its good to know that alot of agents don't leave messages. I can't count on both hands the number of people that have called me back, in the last few months, unexpectedly, and I've written an application. I usually just pause and tell my assistant to shut the hell up, while I'm leaving a message, then say excuse me and resume the message. Doesn't seem to bother anyone.
Sounds like most of the first 10-15 seconds is taken up by YOU talking about YOU... From pure marketing basics this will surely have them lose YOU in no time flat. You know the basics, people like to hear about THEM, not YOU. If I were going to leave a msg, I would leave one letting them know what can be done for them, and all about THEM.
I have observed an expert make many calls using internet leads, and he never leaves msgs; just keeps calling. The opinion of others is that leaving a msg on ans machine is a waste of time... What has been your experience with receiving returned calls from those msgs left...? After leaving them a msg do you call them again, or simply wait for them to call you because they like the sound of your voice...? Curious.
Just hanging up is all about you. You value your time. I have no problem with that, but it doesn't make it about them.
"Hi Joe, this is Dan calling about the internet quote request that you submitted. I understand you would like to get a better value for your insurance dollar, and as a local, experienced agent, I'd like to have the opportunity to review this with you.
One of my commitments to you is to provide an accurate quote. Unfortunately, I need a bit more information to complete the quote, please call me at your convenience."
Yes, the return phone call rate is very low. I get a better response from a similar email I send out, but it helps that they hear my voice as well. Without the voicemail, my email response rate decreases.
Sounds like most of the first 10-15 seconds is taken up by YOU talking about YOU... From pure marketing basics this will surely have them lose YOU in no time flat. You know the basics, people like to hear about THEM, not YOU. If I were going to leave a msg, I would leave one letting them know what can be done for them, and all about THEM.
I have observed an expert make many calls using internet leads, and he never leaves msgs; just keeps calling. The opinion of others is that leaving a msg on ans machine is a waste of time... What has been your experience with receiving returned calls from those msgs left...? After leaving them a msg do you call them again, or simply wait for them to call you because they like the sound of your voice...? Curious.
Goodpoints SportsNut. But...(there's always a but)...I think you are referring to the I-You ratio, which should always be below one. However, I make an exception during the first 15-20 seconds to let them know why I am different (perhaps) than the other person. The I-You ratio goes out of the window until after that short period of time.
Re callbacks...I get a fair amount of emails and calls from my messages. I always refer to the email and mention that either mode of communication is fine. I suppose my callbacks are a bit higher than most since most of my leads are within a 45 mile radius. Of course, it is still a very low number.
Last edited by CHUMPS FROM OXFORD : 05-05-2008 at 03:39 PM.
I have found over the years you get more call backs when you do not leave a message (caller ID) - which explains why we get 50 hang ups a day.
Leaving messages does take a lot of effort and time (which costs money) and yields very low results. Of course all of the uninsurables will call you back - that much is for sure.
...please leave your message at the sound of the tone...
(beep)
Real quick. This is Bob Levine. Someone named Mark Johnson, using this number, went online today, and requested health insurance information.
I have NO idea if I've reached the right number. Do me a favor. Give me a call at 404-551-5339 and let me know if this is correct.
If you've found something, if you haven't. If you've been called by someone already, if you haven't. I don't care. Just give me a call back and let me know.
Thanks.
Real Quick: get down to business. Don't go into a dissertation of who you are. Just your name is all they need.
Someone named...: let them know that this is the information you received
I have NO idea...: be honest. For all you know, someone did use a false name or number, and you just want to make sure
Do me a favor...: if you ask for help, in most cases, not all, they will help
The final paragraph is your way of stating that you want a call back, no matter what.
I have found over the years you get more call backs when you do not leave a message (caller ID) - which explains why we get 50 hang ups a day.
Leaving messages does take a lot of effort and time (which costs money) and yields very low results. Of course all of the uninsurables will call you back - that much is for sure.
Interesting... I hadn't thought of that aspect...
Unisurable's... aren't they all candidates for GI, no matter what...? (Life Ins). I guess for health this would be a different matter.
I suppose my callbacks are a bit higher than most since most of my leads are within a 45 mile radius. Of course, it is still a very low number.
Chumps: I am no expert on the subject, having more questions than answers, but I wonder if someone shopping for ins on the internet would see it as an advantage or disadvantage, that the agent is within 45 mins...? My thought has always been that folks who are shopping on the internet are doing so because they don't want a sweaty agent sitting across the table from them. Internet folks seem to like the impersonal relationships that are generated.
I recently refinanced some real estate in this manner. It was nice never having to spend time with all the niceties of a face to face, and the fact that these folks were well over 1000 miles away insured that aspect of the dealings. All went well and completed to my liking, and NO incovenience.
Just something to think about. Had you ever considered that maybe they don't want to be contacted or do business with a local agent...? Interested in your take on it.
I agree. Never tell them how close you are. Health insurance information is very private, and someone may feel a bit uneasy if they knew you were four doors down.
I have a handful of clients that are within walking distance to my house, but they don't know that, and I ain't about to let them know. I also don't force the issue of having to meet them.
I tell them this works out to their/my advantage. That way, when I am asked by the insurance company if I've seen them at time of application, and can verify their height/weight, etc. I can HONESTLY say no. I also let them know that, in this day and age, it's more important that I provide them exceptional service, and not just the opportunity to shake their hand.
Like I've said before, I don't buy leads, so it's kinda hard for me to see where you're starting from with this. I'd much rather just cold call small businesses, 1 to 25 employees. They don't have 30 agents calling them everyday.
Chumps: I am no expert on the subject, having more questions than answers, but I wonder if someone shopping for ins on the internet would see it as an advantage or disadvantage, that the agent is within 45 mins...? My thought has always been that folks who are shopping on the internet are doing so because they don't want a sweaty agent sitting across the table from them. Internet folks seem to like the impersonal relationships that are generated.
I recently refinanced some real estate in this manner. It was nice never having to spend time with all the niceties of a face to face, and the fact that these folks were well over 1000 miles away insured that aspect of the dealings. All went well and completed to my liking, and NO incovenience.
Just something to think about. Had you ever considered that maybe they don't want to be contacted or do business with a local agent...? Interested in your take on it.
Actually, I have thought about that and I often wonder if I am LOSING business with this approach. One thing I have noticed is that some people within a mile of the office will buy the same plan I recommended from an out-of-state broker. Not all of them, but enough to make me wonder. Outside of that, I presume it doesn't hurt me much since I never offer to come to their house.
If only we could read people's minds during the buying process. It sure would make things easier.
By the way...re calling people back...since I don't run a major agency, leaving a message on the machine is feasible. If I did have a large operation, I probably wouldn't do that.
[quote]Actually, I have thought about that and I often wonder if I am LOSING business with this approach. One thing I have noticed is that some people within a mile of the office will buy the same plan I recommended from an out-of-state broker. Not all of them, but enough to make me wonder. Outside of that, I presume it doesn't hurt me much since I never offer to come to their house.
Quote]
Chumps:
Switch up your mkting, just tell them you with the "Far-far-away Ins Agency, and you want to handle their helath ins". If business goes up then maybe we are onto the clue that we all seek here...
I'll have to try that. Of course, HBD always tells people they are local.
Chumps, you know how it works... The definition of an expert is someone speaking on a subject that is more than 50 miles from home... So if you say you are local, you couldn't possibly know anything. Someone calling them from out of town, now that is an expert...
[quote=SportsNut;67359]Chumps, you know how it works... The definition of an expert is someone speaking on a subject that is more than 50 miles from home... So if you say you are local, you couldn't possibly know anything. Someone calling them from out of town, now that is an expert... [/quote
In todays marketplace I think it is more important than ever to speak to a local expert about health insurance. There is so much more to know than just the plan structures and rates. I know which hospitals and physician groups are in what networks, I know the status of negotiations, and I can provide referrals for people that are new to the area. I would rather have my clients see me as a neighbor than a telemarketer any day. Maybe this approach does cost some business, but I don't think that outweighs the decisions that swing in my favor. Remember, just because the prospect is an internet shopper doesn't mean that everyone they know is. It seems like most of the referrals that I get from folks I have never met in person, want to meet and talk things over in person.
It would be nice to find a way to play both sides?
Shared lead: what is you message.
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