Mutual of Omaha at one time had only one competitor on price for their Medicare Supplement policies: AARP. But MofO sold their clients on the easy process to file a claim. While AARP required you to call a toll-free number to submit a claim, MofO sold the local agency as a more convenient process. They led in sales in almost every market.
People were willing to pay more for the ease of service than the less expensive inconvenience of calling a stranger. In fact my apartment management has an easy process for turning in maintenance issues. Turn in your request online and you are rewarded with faster service. In fact, as I write this I am turning in my maintenance request online during a flight over Oklahoma (and that’s another “Ease of Service” story!) turning in a maintenance request. It will be handled and corrected by the time I get home tonight.
That was easy!
Servicing your customers and clients should be easy. If not, they won’t be your customers or clients much longer. Someone else will always find a better, faster, cheaper or easier way to do business. Your business that was once secure!