America's Benefit Specialist July 2023

WHY DO CLIENTS LEAVE AN AGENCY?

By Kelsey Rosauer Marketing Manager AgencyBloc Cedar Falls, Iowa

• the main reasons clients leave an agency or broker—both individuals and employer groups • how to use tools like automated workflows and data in sights to avoid these pitfalls SIGNS YOUR CLIENT IS CONSIDERING LEAVING YOUR AGENCY Sometimes you get a gut feeling that a client might be on their way out, and sometimes it comes as a total surprise. Either way, it’s never a good realization. Here are some signs to watch for that are indicative of client churn: 4 Responses from the client are fewer or non-existent. When you try to reach out via phone or email, maybe to schedule an annual review, they’re not responding to you as quickly, or at all. It could be that they’re currently in the midst of meetings with other agencies. Be patient, but also pay close attention for an opportunity to connect.

Why do clients leave? You’ve probably received individual feedback from clients who’ve left your agency over the years. If you were to round up that feedback and look at it on a macro level, what would it say? Let’s explore: • some common signs a client is considering leaving your agency WITHOUT A PLAN IN PLACE, YOUR CLIENTS MAY FEEL REASSURED IN THEIR DECISION TO LEAVE YOU IF YOU DON’T GIVE THEM A REASON NOT TO.

38 ABS | benefitspecialistmagazine.com