Becoming a successful broker has a relatively simple foundation: clients. Not only attracting new clients, but retaining old ones at the same time. Providing customized customer service can be a lot to balance in addition to staying on top of new rules, regulations, trends and other business facets. Brokers need all the help they can. By investing in well-thought out brokerage welcome kits, you can start to pare down on some of the work.
Brokerage welcome kits help clients feel special while giving them the information they need to take ownership and feel invested (to a larger extent). Welcome kits can also function like a pre-determined follow up plan…the most important part of maintaining those positive first impressions that won their business in the first place. Empower Brokerage has some great tips for putting together a custom welcome kit that’s sure to help retain clients.
Building Brokerage Welcome Kits: A Checklist
Create a checklist
It might seem a little meta that the first item on our checklist is for you to make a checklist. Making a checklist of the items you need to go over with a client is a great way to get your ducks in a row. It ensures that nothing is missed. Plus, it helps you see your collateral and business in a new way. You might realize that there are redundancies or more efficient ways to share information when it’s all laid out in front of you.
Whether this means ID cards, literal documents, their application, etc, include copies in your welcome kit. Advise them to keep their copies in a safe place. Don’t forget to include information on what their policy includes…and any upgrades, updates, and possible changes they need to be aware of with a timeline. Consider investing in some document holding, custom inserts to keep everything in place and in a presentable manner. More on that later!
Hopefully, your customers already have your business card. Adding them to your brokerage welcome kits is a nice touch, as well as adding other people in the office. Front desk, if available, plus any other customer service numbers or websites that they might need to access. It’s an increasingly personalized touch to include bios of the others in the agency.
On that last note, do you have an online portal or some other type of self-service set up? Include information and instructions on how to set up new accounts and where they can access FAQs. You can also include information for how they can post online reviews, an increasingly important (and sometimes overlooked) strategy for bettering your search engine optimization (SEO) rankings.
Everyone likes freebies, and they like them even more when they’re useful and/or aesthetically pleasing. Invest in some calendars, pens, Frisbees, whatever you can work into a plug for your agency. The custom box for your brokerage welcome kit will also help you in this area.
Custom Boxes for Your Welcome Kits
Work with Sunrise Packaging to scope out specifications for a truly one-of-a-kind welcome kit design. There are multiple options, from a cigar box, presentation-style of packaging to crafting custom inserts for all your materials to utilizing gorgeous finishing options.