Keeping Score: What Clients Expect
In this episode, Brent Kelly tackles the question: How do you know if you’re really winning with clients? Drawing lessons from little league baseball to the realities of insurance, he outlines why renewals alone aren’t enough and shares a three-step system every high-performing agency should adopt:
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Define expectations — Ask clients directly what must happen for them to continue doing business with you.
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Document expectations — Put agreements in writing for both clients and your internal team.
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Deliver on expectations — Prove results with a stewardship or promise report that highlights progress and sets the stage for future needs.
By following this process, agencies can boost retention toward 99% effective retention, create proactive client confidence, and unlock systematic referral opportunities.
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