How To Put Yourself In A Customer’s Shoes

If you are having trouble with sales, often times the best way to turn it all around is to step out of your own skin for a moment and try to see things from your insurance lead or customer’s point of view. While it may be challenging, you can do this if you’re sticking with the following recommendations.


1. Consider Their Challenges.

To do this, you’ll need to mine as much data as you can from the customer when you communicate. Hopefully, you’ve had the opportunity to speak with them in-person and perhaps meet their spouse or family. If you can use this time to learn about the challenges that they are facing individually, you’ll be in a position to serve them better. Once you know what is keeping your prospects up at night, you’ll more easily be able to find a solution.


2. Rely On Your Past.

Empathy starts with Self. You and your clients may be in different family or economic situations, but you can still remember when you were closer to where they are, particularly if you are a generation or two ahead. It might be harder to pull this off when clients are older, but as long as you’re connected to your client and mindful of your own past, you should be able to find the seed of commonality that grows into true understanding.


3. If That Doesnt Work, Think Of Someone You Know In A Similar Situation.

This is a good “hack” if you will when you’re struggling to find common ground that would allow you to relate to a client. Who does this person remind you of? What qualities do they possess that make you feel this way? Is it a friend, acquaintance, or family member they remind you of? If so, try to use that link as inspiration. You don’t even have to mention your inspiration, and you should definitely be careful to not get the two confused. But it can help you loosen up and engage with the person in front of you.


4. Maintain Frequent Contact Using A Call To Action.

If you’re not engaged in a newsletter and email marketing, I would advise that you consider setting something up, yesterday. When someone is willing to give you their email address, you have the ability to reach them whenever you want with friendly reminders, pitches, and actionable advice that could save their lives (or livelihood). You also have a way to be able to tap in to their fears and problems. Never spam, but do try to make frequent contact — perhaps every week or two — and end your correspondence with a call to action. That CTA doesn’t have to be a sales pitch. In fact, I would recommend using a simple question like, “What’s keeping you up at night?” or “What are you struggling with most right now?” You can also throw in the occasional insurance-related question. It’s all about relationship building and being someone they can trust, who is eager to solve their problems.


5. Try To Schedule At Least One Face-To-Face Appointment Per Year.

Face time is so valuable to your understanding of the client and your ability to relate to him or her. Unfortunately, many clients can be hard to pin down, but it’s worth every bit of the effort it takes to do so because you can glean a wealth of knowledge and personal details from one of these visits. Just make sure you’re logging what you learn and referring back to it before your next approach.


In Summary

As you get to know your customers better, you will be able to spot insurance opportunities that genuinely help them meet their financial goals and offer peace of mind. Think of it as a service job rather than sales, because that’s exactly what you’ll be doing. Offering a service that improves your customers’ lives and protects them from an uncertain future.

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