INSIDE YOUR MARCH 2009 SUCCESS CIRCLE INTERVIEW:

Outrageous Service: The Art of Separating Yourself from the Competition, with Greg Hatcher

Recently, I interviewed Greg Hatcher. Greg is the owner and CEO of the Hatcher Agency, the largest employee benefits insurance agency in the state of Arkansas. At the age of 28 he started his insurance agency from scratch and in three years built it into the largest agency of its kind in Arkansas. Greg has been the top producing health insurance agent in his state for 18 consecutive years.

Are you ready to step up the level of service you provide for your customers? Do you want to leave your competition in the dust by providing outrageous service, EVERY time? Then watch your mailbox, because your package will be arriving soon.

Here’s some of what you’ll learn:

- Stealth strategies for providing OUTRAGEOUS service

- How to turn a customer complaint into a positive customer experience

- The #1 way to enhance relationships with your customers

- Surefire strategies for increasing revenue through outrageous service

Here’s an excerpt from our interview:

“We don’t advertise, we don’t spend a dollar a year on advertising. That’s important to know that I’m advertising and public relations major at Alma College. So, I believe in it but I do it in a little bit different way in the insurance business. What we do is I require my employees to write 5 thank you notes a week to anybody. I don’t care if it’s a prospect or a client or their mother or the school teacher, I could care less. But they have to write a minimum of 5 thank you notes a week. 

… what happens is I probably write 20 (thank you notes) a week. My employees write somewhere between 5 to 10 or 15 a week. When you have say 30, 40 employees writing 5 thank you notes, let’s say it’s 30. 30 times 5 is 150 a week. When you take that times 52 weeks, 150 times 52 is 7,800 thank you notes. And what I always ask people when I’m giving my talks is, “How many of you have you received a thank you note more than 5, actually more than 5 thank you notes in the last year from somebody saying hey you just did a heck of a job in their day to day occupation”. Not thanks for the gift or something like that. But how many of you received 5 or more thank you notes saying you just do a heck of a job? I virtually never get a hand raised. When I lower it to 2, I get one or two hands. And then I ask them where the letter is and they always have it. It’s always in the desk drawer; it’s posted up on the bulletin board. And the point is that people don’t show appreciation very often or thank them for doing a fine job and if you do that you’re going to develop relationships like nobody’s business."

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