“It is usually a neutral experience, sometimes a bad experience. I say this because the agents sometimes will try to rush you through, and if you ask lots of questions, they start getting an attitude and want to just get you off the phone.”
Members typically don’t even think about this insurance and investements until experiencing a life event that gets them wondering how our products may help them achieve a specific goal. Regardless of knowledge level, everybody wants to feel confident that they’re making smart decisions.
Because most members realize they’re underinformed, they value patient distribution professionals and Nationwide representatives who acknowledge their questions and concerns. Most want to team up with a trusted professional who can help them achieve their goals. They value personalized service over more generalized recommendations.
Patience may be a virtue, but in the complex world of insurance it can sometimes be the exception rather than the rule. That creates an opportunity for professionals to stand out by simply spending a bit of extra time with clients – or potential clients. When our professionals are patient and understanding, they instill confidence and trust. As a carrier, how might we empower our people to be more patient with those who have complex needs?
