1. How Well Do You Know Your COI’s?
Time for some SMR Reconnaissance!
Fire & Water – Cleanup & Restoration™

2. Overview Take a Quick Test The things we want to know about our agents
How do we obtain the information that we want?
What can we do with information we gather?

3. The Easy Test Who is your number one COI for sending you referrals?
In 2 sentences tell me their hobbies and a quick overview about them.
Approx how many Insurance offices do you have in your territory?
On a scale of 1 to 10 how would you rank how well you know your agents and their staff members?
Can you tell me how many kids each of your State Farm agents has?

4. The Real Test List the 5 Largest Insurance Offices in your territory.
Approx. how many Property policies does your top 2 Offices have written? (How big is their book of business?)
How many State Farm Offices are in your territory? How many of them have sent you a claim this year?
Can you tell me anything about your favorite insurance agents loss ratio over the past 2 years?
What is a loss ratio?
How many Hourly CE credits does a typical agent or staff member need per year?
List 5 Agents that you know you could get more referrals from.
What competitors are the 5 listed agents above sending their claims too?
Do you know who your owner place his/her insurance with? Does that agent send you claims?

5. The Personal Information
Hobbies (Golf, Fishing, Shopping)?
Where they grew up and went to school?
Birthdays?
Marital Status, Number of Children, Grandchildren?
Military experience?
What foods, movies, soaps, etc. do they like?

6. Personal is Important Helps build relationships Establish Rapport
Start to build Trust
Time can lead to obligation
People enjoy talking about themselves and they like an interested good listener

7. Time for the Recon Work

8. Settings for Recon Everyone takes a lunch And everyone likes to eat!
Bringing Breakfast to Staff meeting.
Taking a COI to Lunch
Conducting a Lunch and Learn
Networking Groups

9. How Big are Your Agents?
How many property policies does an agent have written?
How many years have they been in business?
How many new homeowner policies did they write last year?
How many new homeowner policies did they write per year during the housing Boom?

10. Firing Indirect Questions can lead to Direct Answers
What percent of your customers take advantage of multiline discounts?
What Ratio do you strive for pertaining to auto policies to home policies?
How many of your customers have only homeowners policies?
What is a normal ratio of auto claims to auto policies in the insurance business?
How do you generate most of your new business?

11. Leading Questions
Very few of our customers during the flooding last year had flood policies on their home and it really surprised me…
Did you have any claims that were covered under flood insurance last fall?
How many of your policy holders have flood insurance?
Wow, __ out of how may policy holders?

12. The Competition Do you know your competition?
Do you know who your agents are referring, other than you?
What is your competition selling that you aren’t?
Is their a personal relationship between your competition and a staff member (cousin, brother, old roommate, etc.)?
Does this agent insure commercial fleets? Do they insure any of your competitors?

13. How to get past competition smoke screen?
Has there ever been a time when another vendor exceeded your expectations in handling a water or fire claim?
Other than the claims that we handle for you, has there been any other property claims that you felt the vendor did an exceptional job of servicing your customer?
If one of your customers called today with a fire and asked you for 3 possible vendors to help them, who would you recommend?
If one of your family members called you with a fire claim on their home, what would you tell them to do?

14. Understanding Loss Ratio’s
Ratio of losses paid or accrued by an insurer to premiums earned, usually for a one-year period.
Understanding the importance of Loss Ratios is a must!
Being able to discuss how Servpro has been able to improve loss ratios

15. Leading Questions
How did the recent hail impact your loss ratio over the past 2 years?
How much impact do water claims have on your loss ratio on an annual basis?
What have you done in the past to help lower your loss ratio?
How much of an agent’s performance is based on Loss ratios?
How are your companies Year-to-date ratios compared to last year?
If you are able to understand and discuss loss ratios, you will should be able to build value on what Servpro has to offer.

16. Other Questions to Know
If a customer called in to your office with a water or fire claim, who in the office would handle the claim?
How many CE credits to you need this year? When was the last time you attended one of our CE classes?
Do you remember who your last customer was that had their claim handled by Servpro? How did we do?

17. Use Your Relationships
You guys seem to have a really good team. Are you one of the top 5 producing State Farm offices in Macon?
…that is awesome! Who are the 3 that you have to pass to be the biggest?
You can find out all sorts of information about other agents from their piers!

18. What to do with Recon Info
By gathering this info you will learn more pertinent information about your COI’s.
The more you know the better you will be able address their needs and add value to your services.
You will know where you and management need to focus your marketing efforts.

19. How well will you know your agents next time we meet?
Questions?
How well will you know your agents next time we meet?