Kelly Kimmich, AgencyBloc

Kelly Kimmich
VP of Client Success at AgencyBloc

Top 5 Books to Improve Client Relationships

I have to admit, a list of books about improving client relationships seems like it will inspire business interactions that feel a bit forced and fake. When I started to write this, I wanted to avoid anything that suggested slimy tactics that don’t feel genuine which is exactly what WON’T improve client relationships.  

With that, here are five books that will help you grow as a person and an organization in a way that is genuine to who you are.

These books aren’t a step-by-step guide on improving customer support. Instead, these books focus on you. Improving yourself, simplifying your approach, and then growing from a stance where you actually understand your clients. 

My Top Picks

Getting Naked: A Business Fable About Shedding The Three Fears That Sabotage Client Loyalty by Patrick Lencioni

This book (and the next one) is tied for my favorite business/self-help book because it’s an enjoyable read or listen if you prefer audiobooks. It’s so easy to connect with the characters in this fable and relate to their insecurities, which makes it that much easier to visualize what you can do differently in moments of discomfort in your own work life. The model, which is built on principles like vulnerability and honesty, isn’t always easy to implement, but it has never led me in the wrong direction.

The Power of Moments by Chip Heath & Dan Heath 

If you could create more memorable moments for those that you care about, why wouldn’t you? This book breaks down the moments that have an impact and gives you the information you need to create more defining moments on purpose with examples from tourism, healthcare, education, and more. Many of the books on this list focus on improving or overcoming a weakness, but this book focuses on creating the experience. Have your whole team read this book to build on each other’s ideas to create amazing experiences for your clients.

QBQ! The Question Behind the Question by John G. Miller

This book, focused on improving our own personal accountability, can be summed up in this one quote: “Asking questions that focus our efforts and energy on what we can do makes us significantly more effective, not to mention less frustrated and happier.” 

If you are looking for a simple concept that gives a big return on your investment, I definitely suggest this one. The book itself is short and the chapters are very brief, which makes it easy to read and gives you the opportunity to reflect.

Crucial Conversations: Tools for Talking When Stakes Are High by Al Switzler, Joseph Grenny, and Ron McMillan

Everyone knows communication is important; but communication tools aren’t always easy to come by. In life, it’s inevitable that you won’t see eye to eye with someone, and if it’s a client, it can be a make-it-or-break-it moment. I love this book because it gives readers the tools needed to navigate tough professional and personal conversations effectively. While the results of building communication skills may not be immediately apparent, it will unquestionably lead to deeper relationships and increased client loyalty. 

The Brand Flip: Why Customers Now Run Companies and How to Profit From It by Marty Neumeier

I almost hesitated to put this on the list because the title may lead you to think that the content will be disingenuous and full of manipulative tactics—but it’s just the opposite. The foundation of this book is that companies no longer control their brand; their clients are controlling it for them. For those of you in a leadership or marketing position, you will identify action items throughout this book. But there are so many takeaways for anyone regardless of your role, title, or job. It’s a short read as Marty has boiled down all of the complex topics into simple concepts, making it easy to ingest.  

I’m so excited for you to add even one of these suggestions to your reading list.

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Posted by Kelly Kimmich on Tuesday, November 10, 2020 in Insurance Agency Management System

  1. client retention