Communicating with Seniors

As an agent you spend most of your working hours trying to make connections to gain more business. But what happens when you make these connections? How do you connect with clients in the senior market to build the trust needed for them to allow you to handle their health care needs?

Here are a few tips to help build lasting relationships with your clients.

Speak Clearly and Articulate Your Words – Something as simple as speaking clearly and articulating your words can go a long way. It’s also important to watch your volume. You want to be audible so they can understand you, but you don’t want to be shouting, which could be misconstrued as aggression, when a casual speaking voice would suffice.

Listen and Remember – People enjoy talking, especially about things they’re excited about like family achievements, upcoming events, or stories from their past they think you’ll enjoy. Learning how to be a good listener is simple but can go a long way to build trust. Especially if you retain some of the details you’ve learned about your client and are able to bring it up again the next time you see them. Asking things like “How was your 50th wedding anniversary celebration,” can go a long way to keep you in good standing with your client.

Repeat but Don’t Talk Down – As an agent it’s one of your main duties to make sure your client understands what they are signing up for when it comes to their health plan. Making sure they understand might result in you needing to repeat yourself a time or two. This doesn’t mean you should talk down to your client though or that you need to “dumb things down.” It just means you might have to go over the highlights more than once.

Ask, Don’t Assume – Showing your clients you care about what’s going to work best for them can build a solid foundation for trust. Part of this is asking them to describe what their needs are in their own words. Don’t just assume you know what product would suite them best without having a conversation and getting their input.

Be Patient – When speaking to a senior client, don’t rush them or talk over them. This really ties into the points above about listening and not assuming. Sometimes it takes a moment for a person to collect their thoughts so they can properly articulate what is needed to be said. Patience goes a long way in building trust.

Overall the important thing to remember is that the client matters most. If you’re treating the client with respect, listening to their needs and trying to communicate effectively, you’re doing your job right.

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