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Explanations
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Credit Card Expiration:
Use this email template when you are notified the card on file is expiring and needs to be updated.
Key Points: You are advising the customer NOT to email SPI.
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Get the Odometer Reading!
Use this email template to ask the customer to email, text, or use the app to update their mileage.
Key Points: You've got to decide if following up on mileage is worth "poking" the customer. Corporate does a good job of badgering them to submit their mileage.
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Electronic Signature Notice:
Use this email template to notify the customer to sign their forms electronically.
Key Points: The customer must log in to their account at statefarm.com to sign. You are telling them to check the link in the email you just sent.
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Forms Notice:
Use these email templates to notify the customer to sign and return their forms.
Key Points: Attempts 1 & 2 are emails and texts. On the 3rd attempt, call/email/text. Use the 10 Day Formula for the next attempt.
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Good Student Discount:
Use these email templates to notify the customer to sign and return their forms.
Key Points: Attempts 1 & 2 are emails and texts. On the 3rd attempt, call/email/text. Use the 10 Day Formula for the next attempt.
This one addresses the objection that it is the middle of the semester and grades are not available yet.
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Steer Clear Discount:
Use these email templates to notify the customer to sign and return their forms.
Key Points: Attempts 1 & 2 are emails and texts. On the 3rd attempt, call/email/text. Use the 10 Day Formula for the next attempt.
This one directs people to the Steer Clear resources online, and tells them 2 ways to get us the certificate.
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Team Member Notification:
Use these email templates to notify your coworker that you need to know where in the process of obtaining forms you are.
Key Points: The agent is CC'd for accountability. Once your coworker gets this a few times, you should have "beaten them into submission" and they will start leaving you good bread crumbs.
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Underwriting Memo – Unassigned Driver
Look for the recent cancellation in NECHO identify who did it, and copy and paste the memo into ECRM as a task assigned to them, and "tag" them on the task.
Key Points: These typically come about because someone cancelled a policy with an assigned driver on it, and did not indicate which vehicle they need to be assigned to.
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Get out in front of this!
Use these email templates to notify your coworker that a policy has issued higher or lower than quoted.
Key Points:this is time sensitive. There is either a sales opportunity or a bomb exploding soon.
The agent is CC'd for accountability.
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Late Pays:
Use these email templates to notify the customer to pay their bill.
Key Points: Attempts 1 & 2 are emails and texts. On the 3rd attempt, call/email/text. Use the 10 Day Formula for the next attempt.
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Sale Opportunity!
Use these email templates to notify your coworker that there may be a sale opportunity.
Key Points: They may be a good prospect for a mortgage, but they are also saving money on the refinance, so we want to put the savings to good use.
The agent is CC'd for accountability.
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Returned Payments:
Use these email templates to notify the customer of a returned payment
Key Points: This is simply updated with Email Address and First Name. Text & Email for 1st 2 attempts, Call/Email/Text on 3rd attempt. Follow the 10 Day Process.
Be aware that corporate has started notifying customers of returned payments before we ever get notified on BOD.
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Vehicle Loan - Sales Opportunity!
**No need to send this email until we are able to sell vehicle loans.**
Use these email templates to notify your coworker that there may be a sale opportunity.
Key Points: You are looking for notes in ECRM with the status of the loan.
The agent is CC'd for accountability.
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Your State Farm Policy is on the way:
Use these email templates to notify the customer that their shiny new policy is in the mail.
Key Points: This is simply updated with Email Address and First Name.
Send this every time a policy is issued accurately, or when a change is completed. The agent is CC'd for branding.
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State Farm Auto Paperwork!
Use these email templates to provide the customer their ID Cards, Binders, and 54 point checkup.
Key Points: Send this every time you write a State to State Transfer. You will WOW the customer with how professional your office is compared to their previous state.
1st impressions are important - take the time to make this look perfect.
Remove what doesn't apply.
The agent is CC'd so they can "reply all" using their "new customer" signature.
Don't forget to start the New Customer SMP!
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Call Confirmations: This is probably the most used email in a day.
Use these email templates to provide the customer a confirmation in writing of your discussion, as well as a 54 point checkup.
Key Points: Send this every time you hang up the phone. You will WOW the customer with how professional your office is, and they will not have to call in a few weeks when they get the confirmation in the mail.
Remove what doesn't apply.
The agent is CC'd for accountability.
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Defector!
Use these email templates to provide the customer a confirmation in writing of the policy cancellation.
Key Points: Make it easy for the customer to leave, and they will be more likely to come back in the future.
Start the Defector SMP.
The agent is CC'd for awareness.
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We want you back!
Use this email template to prime the pump for your call to the defector.
Key Points: If you did a good job in the past, and weren't a jerk when they left, the door should be wide open for a requote.
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Drive Safe & Save!
Use this email template to give the customer information on how DSS works
Key Points: We use this re-actively in our office as a way to reduce their rates.
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Glass Claims: Take care of my customer!
Use this email template to refer a glass claim to a vendor.
Key Points: Don't wait on hold. Make it a green experience for the customer.
Safelite will reach out within 30 minutes, and send you a status update.
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Nobody does an inventory!
Use this email template as part of the New Customer SMP.
Key Points: This is just an awareness email from the agency to the customer. We want to stay in front of them and let them know we are thinking about them.
As time goes on, the customer feels less of a connection to our office.
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ID Cards: Green Experience!
Use this email template to send customers ID Cards.
Key Points: Don't be lazy and provide the "Have a nice day!" experience.
Take the time to do the 54 point inspection.
The agent is CC'd so they know who is going the extra mile for the customers.
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Flood is Not Covered!
Use this email template to send customers flood quotes/information.
Key Points: Homeowners policies do not cover floods
There is a waiting period before coverage goes in force.
If flood is a big concern in your area, we can add a custom SMP for your New Customers.
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What is the safest car to buy?
Use this email template to follow up on a customer who is thinking about buying a different car, and called the office for advice.
Key Points: Links to resources online puts the responsibility on the customer.
Download/Attach the PDF of bank rates and the pivot is built in to the email.
Coaches the customers not to call on their way to the DMV with the courtesy coverage.
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Rate Quote: Let's Sell Something!
Use this email template to deliver your quotes to a customer.
Key Points:Use the customer segment to give you the best possibility of making the sale.
The agent is CC'd so they know who is quoting, and what they look like.
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Receipts!
Use this email template to send customers receipts.
Key Points: Don't be lazy and provide the "Have a nice day!" experience.
Take the time to do the 54 point inspection.
The agent is CC'd so they know who is going the extra mile for the customers.
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Send us a Referral or give a 5 Star Review!
Send this to every customer after a GREEN experience over the phone!
Key Points:Focus on getting 5 Star Reviews and Referrals
Send a text after EVERY good phone call!
Make this a Sticky Note: STATE FARM: How was your experience with our office? Let us know at: https://yourgooglebusinesslisting.com/
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Rental Car: Pivot to the SF Credit Card!
Use this email template to make it a green experience when they call in to ask if they are covered in a rental car
Key Points: Discuss UNOC, and loss of use. This is a great opportunity to pivot to the SF Credit Card.
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Safe Travels!
Use this email template to make it a green experience when they call in to ask if they are covered in a rental car in Mexico.
Key Points: 50 miles. Get the BEST coverage they can.
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Change of Address: Sean's Favorite Template!
Use this email template to make it a green experience when they call in to change their address.
Key Points:
The cancellation is for the old policy, not the new one.
Upgrade their coverage for free.
Pivot to PAP and Short Term DI.
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Almost Worthless!
Use this email template to try to get a response from a sf.com lead with no phone number.
Key Points: This is not a magic pill, but it gets 1% better responses than sending nothing.
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Look it up online!
Use this email template to direct customers to resources found online.
Key Points:This email has good information, but it doesn't come up often enough to make its own template.
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New Driver Alert!
Use this email template to follow up with parents of new teenage drivers.
Key Points: This is a great opportunity to create a GREEN experience for your policyholders.
Offer to meet with their driver for "the driving talk" - it takes a village!
Make the customer feel as if you are searching high and low for every possible discount.
Consider adding the child as named insured on the policy.
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Let's get some Premium!
Use this email template to follow up on a Term Conversion conversation.
Key Points:There are some great resources online, as well as benefits that SF offers.
This email helps you remember to hit the key points.
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Don't waste your time!
Use this email template to follow up on a voicemail.
Key Points: You have given the customer a homework assignment to listen to your message.
If you can't help yourself and must leave a voicemail, follow up with this email and/or a Text.
Make it easy for the customer to respond the way they want to - email or text.
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Why did my rates go up?
Use this email template to guide your conversation and to follow up on a rate increase incoming call.
Key Points: Hit em with all the reasons, and then help them up.
This is where we offer DSS re-actively.
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Thank you for your business!
Use this email template to reach out to your customer without asking for anything in return.
Key Points: You are reaching out (out of the blue), to tell them we appreciate their business. No request for referrals, reviews, etc.
They will appreciate the gesture, and it creates a GREEN Experience.
Start the New Customer SMP to be reminded when it is time to send.
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Fix your policy!
Use this email template to advise customers they do not have Backup of Sewer and Drain.
Key Points:This is a good project for a new hire. They learn to check for endorsements, make outgoing calls, and have a small sale to make.
Save this email somewhere for documentation.
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Give us a Review or Referral!
Use this email template to follow up on a meeting.
Key Points: Drive them to your SPEED Referral Website for 5 star reviews and referrals.
The "Presenter" email is more comprehensive and is sent by the person who conducted the appointment.
The "Staff" email is more generic and is sent a few weeks after the appointment.
Assign the customer to the IFR SMP to receive the automatic reminders to send the email.
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Handle your claim!
Use this email template to walk customers through the claims process.
Key Points: Use the template to guide your conversation.
Text the customer their claim information after you hang up.
Assign them to the claims SMP from SPEED Training to make follow up easy!
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We've got you covered!
Use this email template to let the customer know we are thinking about them.
Key Points: Assign the customer to the New Customer SMP to receive the automatic reminders to send the email.
This will create a GREEN experience.
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Did you move?
Use this email template to ask the customer if they moved.
Key Points: Don't waste time calling the customer. They will not answer the phone.
Send the Text Shortcut "DYM"
This is a good project for a new hire - they get experience texting and changing addresses.
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Roof Claims: Not again!
Use this email template to follow up with inquiries about roofs after a hail storm.
Key Points: Use the email to drive your conversation, and send it after you hang up.
This should make the customer feel good about the process, and should reduce the number of incoming calls over the next few weeks.
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What kind of Roof should I get?
Use this email template to follow up with customers who have questions about roofs.
Key Points: This is a normal incoming call about types of roofs, and if there are any discounts available.
It is not meant for catastrophe calls - just generic inquiries.
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This is not Goodbye!
Use this email template to thank the customer for their business over the years.
Key Points: Leave the door wide open for the customer to come back in the future. Leave on good terms!
If the team started the Defector SMP, you will get reminded to send this email.
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How are we doing?
Use this email template to thank the customer after 45 days of being with your agency.
Key Points: This finalizes everything and pivots to referrals and reviews.
If the team started the New Customer SMP, you will get reminded to send this email.
This field is for validation purposes and should be left unchanged.
