We caught up with the brilliant and insightful Courtney McIvor a few weeks ago and have shared our conversation below.

Courtney, thanks for taking the time to share your stories with us today One of the most important things we can do as business owners is ensure that our customers feel appreciated. What’s something you’ve done or seen a business owner do to help a customer feel valued?

“Treat others the way you want to be treated.” That is just one of the many pieces of advice my parents had given me growing up that has stuck with me as an adult. As a business owner and Insurance Agent, I try to always treat my customers the way that I would want to be treated. I try to deliver personalized service. That can mean different things to different people. To me, it means that I listen to the perspective customer, to try to understand their needs and fit them into the best policy that will fit their needs and protect them the most. Once they make the choice that I am who they want to work with, I send a handwritten note to them in the mail thanking them for choosing me as their agent and include my business card. It is important for a customer to know that they can call me with questions or changes to their policies. Some sort of contact is great throughout the year. Calling a customer just before their policy renews is not enough in my opinion. Some of the ways that I keep in contact with my customers are sending holiday cards, sending a quick email in the Spring to let them know if they are making any improvements to their home or business, to make sure they contact me so that I can update their policies accordingly and the most important thing that I feel I do is walk them through the claims process when they have to file a claim on their insurance policy. For many, this may be their first claim and they need to know and understand the process and know that they have me in their corner as their Insurance Agent to advocate for them as well with the insurance carrier.

Providing this type of customer service has not only made my customers feel special but appreciated as well. People buy from or work with people they know, like and can trust. My customers have told me that the level of customer service that I provide has made them feel special and confirmed for them the value of working with me as their Insurance Agent.

Courtney, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

When I was younger, I remember our insurance agent coming to our home to speak to my parents about their home and auto coverages over a cup of coffee and a slice of pie. He knew my parents, he knew my sisters and he knew me. We trusted him and were comfortable with him.

When I entered into insurance, I thought of our old insurance agent, and decided that I wanted my clients, both commercial and personal, to have that level of comfort and trust. Even though there might not always be time for a cup of coffee and slice of pie, I still strive to understand all of my client’s insurance needs. I can guide my clients through the complicated landscape of insurance coverages to customize a policy suited specifically to them.

Everyone deserves an agency that can provide the most comprehensive policy in a timely manner while clearly communicating the process. I offer a high level of customer service while working to get my clients the best price.

As an agent, mother, wife and philanthropic fundraiser, I am active in the community and love to give back. This passion has translated into helping individuals and businesses find the best insurance out there.

Where do you think you get most of your clients from?

The best source of new clients for me has been word of mouth from existing clients. Many of my clients have recommended me to friends, family and work colleagues. I have also been recommended by some of my clients on social media such as LinkedIn and Facebook. One page on Facebook especially has really helped, and that is the Super Mommy Swap of Bainbridge. It is a local page that started as a way for mom’s to buy and sell their household items, but it is also used for mom’s looking for recommendations of professionals/contractors. Anytime someone posts on that page asking for insurance or a local Insurance Agent, several people recommend me and my agency. In my opinion, the best form of flattery is to have your clients recommending you and even giving examples of how I have helped them with their insurance or an insurance claim on that page.

Can you talk to us about your experience with buying businesses?

I just recently purchased a book of business from another Insurance Agent who has decided to leave the industry. This process has been costly, not just because of the purchase itself, but also the legal fees involved. In order to purchase this book of business, I have had many meetings with the Agent I am buying the book from, reviewing the client policies and premiums as well as looking at the revenue from each policy. There have also been many conversations with my attorney regarding changes to the purchase agreement/contract. The process itself has taken around two months. Ultimately, I am happy that I made the purchase, and the Agent that I purchased the book of business from has really helped with the transition of his clients over to me as well which helps me but also keeps his clients that have now become my clients informed and happy to know that this does not effect their policies or coverages.

Contact Info:

• Website: www.mcivorins.com
• Facebook: https://www.facebook.com/profile.php?id=100066474313105
• Linkedin: www.linkedin.com/in/courtney-mcivor