Every year, agencies evaluate their cases to determine what else can be done to keep their clients appreciating the value they bring to the table — anything to keep a competitor at bay.
The trouble is, clients rarely reveal their dissatisfaction when they begin shopping around for a new agency partner. But you already know the signs: While you were out of the office searching for more business, your client’s HR department calls your account service rep and asks for a copy of their claims history, current carriers and a litany of lists. It’s the same information you asked for when you first signed that client, having poached them away their earlier agency.
