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Have I Got a Proposal for You!

October 15, 2009
Chris Garlasco, Owner & Managing Partner - Founders Insurance Group

Chris Garlasco, Owner & Managing Partner - Founders Insurance Group

When I think about the current insurance environment, I often times think of the old black and white movies where the conductor leans from the top step of a train while shouting “All Aboard!” You can hear the whistle blow while the remaining passengers, disheveled, quickly jump aboard for the journey.

Some of America’s leading insurers are leading the consumer down the track of the “price” model. Ad time is spent on getting you, the consumer to get a “quote.” Coverage and claim service, what in fact your insurance dollars are actually buying, are seldom mentioned and almost never emphasized.

Rather than using this climate to take advantage of our competition’s weakness, we independent agents often hear that conductor and elect to “ride that price train.” That train is traveling to a place that is neither healthy for our clients nor for our agencies.

So what are we doing here at Founders about this situation? We have decided to phase out the word “quote” from our vocabulary. Why is this so important you ask, because it’s about our mindset? We are looking for a great rate, but in that process our first focus must be on the client’s best interest. Offering “free quotes” cheapens what we do for our customers. It is up to us to teach our clients that this is not a commodity sale! Two different airlines can fly you to Denver on time, but two insurance companies handling your auto accident may end up being a very different experience.

We are replacing the word quote with “Proposal.” How are we doing? Well, we are getting there, slowly but surely. It might seem like a small thing, but we want our clients and potential clients to understand that we are not just a travel web site!

Have a great day!

Chris Garlasco

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4 Comments leave one →
  1. October 18, 2009 5:51 pm

    Chris

    I could not agree with you more. How did the insurance industry ever get to saying *quote*. Another one I have a issue with is customer verses that of CLIENT.

    We have clients in our agency 🙂

    What do you say?

    Perhaps we as independent agents need to look and revise a little of our basic terminology of who we serve.

    Nibby Priest
    Vaughn Insurance Agency Co
    Henderson KY
    blog.govaughn.com

  2. Chris permalink
    October 19, 2009 10:43 am

    Hi Nibby;
    We are also using client as much as possible and doing away with customer. It takes time, but we will get there. We no longer call our service folks CSR’s either as I think it doesn’t describe the demands of thier job very well. We call them Account Managers.
    All of these things can seem insignificant, but its about changing the mindset of our staff.

    Chris

  3. November 24, 2009 3:03 pm

    After reading your post one of the things I did to further eradicate the word “quote” is to use a simple text substitution application. It’s a light weight application that runs in my system tray and what it does is replace’s the word “quote” with “proposal” instantly wherever I type it. Whether it’s in an email, or on the web, word doc, etc… (I had to go back and force it to write the word “quote” for the purposes of this comment.)

    It does a lot more than just that, but it’s a great little piece of software! Thanks for the post, great stuff!

    Stephen Agnew

  4. Chris permalink
    November 24, 2009 4:21 pm

    Stephen;
    Great idea! Thanks.

    Chris

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