By Denise Koslowsky
A happy customer means everything to us.
It is why we do what we do.
It is why the company was founded.
We want to make the business of purchasing insurance easy for our customers. We want to make life situations that are potentially stressful, stress free. We want to educate our customers to the potential risks and offer solutions to ensure that they are covered.
Our approach to superior customer service is simple.
Genuinely, it’s about constant communication with our clients. At Advocate Brokerage we have an internal policy that when our customers ask questions, it is our job to find the answers and get back to them as soon as physically possible. For many within our industry, returning a phone call within 24 hours is acceptable; at Advocate, we feel we can do better. We feel that our customers deserve better. We strive to return inquiries from clients within a few hours.
Constant communication creates relationship and relationship creates customer loyalty.
A loyal customer is a happy customer and in the end, that is what is most important.
Awards are nice. We’ve won our fair share, some awarded by our customer base. For example, at the beginning of the summer we announced that for the second year in a row Advocate Brokerage principals Denise Koslowsky & Roz Binday had been awarded the Five Star Award by Five Star Professional. You can read the original blog here but for us, what really matters most is that our satisfied clients, who nominated us for this award, were so happy with our service.
Last week after a few claims filed that were a bit out of the ordinary, we received a call from one of our customers (GZ from White Plains, NY) who shared the following with us: “I was involved in a minor fender bender recently. From moments after the incident to the moment my car was delivered to me from the body shop I had to make only 2 phone calls. Denise Koslowsky and her office team took care of everything including procuring a rental car so I would not be inconvenienced. Such personal service is hard to come by these days.”
That sure feels better than any awards we’ve received; it’s the greatest reward of all!