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Some agents think that once a sale is made their work is done. This could not be further from the truth. Managing your book of business is extremely important if you want to keep your clients and earn your renewal commissions. Ensuring your existing clients are happy is just as important as brining in new clients. Your income is made up of renewals as well as new business.   In fact, maintaining a good rapport with all your clients, leads to more referrals of their friends and family. This provides a steady stream of new business.

Contact your clients

It is important to regularly contact your clients. This helps remind them you are there for them and keeps them from looking elsewhere for answers to their Medicare coverage questions

There are many opportunities to stay in touch with clients. Consistency is important so they remember you are there for them if a question or concern comes up. 

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Some reasons to contact clients:

1. After you submit their application, it is a good idea to notify them when it is approved and when to expect their new card.
2. Once a client enrolls in a plan, agents should check in and see if they are happy with their choice.
3. At the start the Medicare AEP or a little before, agents should contact clients and collect any health, medication or provider updates needed to check plan options for the following year. Keep in mind, agents can’t discuss plan details for the following year until October 1st.
4. In the event a potential client is coming up on their IEP, you should contact them a few months ahead and advise them of how to enroll in Medicare and set an appointment to discuss plan options.
5. If you r client has an opportunity for an SEP, be sure to explain the details and timeline so they do not miss an opportunity to make a change.
6. It is a good idea to send birthday greetings to your clients. In some instances, you may need to send a condolence card when appropriate.
7. If you have specific information that the client may find useful or when you are hosting an event, you may want to notify your clients.

Try to keep updated client contact information so you are able to contact clients when you need to.

How to contact clients

There are many ways to contact clients. Although if you have a deadline for important messages, it is probably best to make a phone call. It is important to be sure the client or prospect agrees to the mode of communication before you send anything to them. Here are a few suggested ways to contact clients or prospects:

1. Make a phone call or send a text.
2. Schedule a video call or zoom meeting.
3. Mail cards or other general information that is not urgent.
4. Send them an email.  For bulk emails, be sure to include an opt out.
5. For general information, a post on your social media platforms such as Facebook, or LinkedIn will work.

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Compliant communications

No matter how you choose to communicate with clients, it must be compliant with CMS regulations.

1. Get a permission to contact from your potential client
2. If you plan to make phone calls or send texts, be sure to abide by the (TCPA)Telephone Consumer Protection Act guidelines.
3. Be sure to record any marketing, sales or enrollment calls you make to remain compliant with CMS’s regulations.  Phone calls to existing clients to say hello or check in, do not need to be recorded.
4. If you are thinking of sending an email, be sure you comply with the CAN-SPAM Act.

View a YouTube video of the key elements to a compliant phone recording

When you send out a bulk email, make sure you do not use misleading information.  If you are sending an advertisement, make that intention clear.  Always include an opt-out for future communications.  It is important to include your contact information and address in your signature.  Agents must include a TPMO disclaimer on all email communications.

If you are sending an email to a current client, you may not need to follow all the rules exactly as stated.  It is a good idea to use your best judgement and when in doubt, err on the side of caution.

Sending out mail

If you are sending out a card, application or something else to an individual, you should include instructions, contact information and postage paid return envelopes when necessary. 

When sending out bulk advertisements or informational mailings, follow all CMS guidelines.

Watch a YouTube video on Medicare marketing rules

New business

Of course it is important to expand your Medicare book if you want your business to grow and generate more income, you need to add new clients. There are many ways to find new clients. This includes through recommendations of existing clients.

Our agents have access to some great lead companies as well as a seminar sales program that has proven to be very successful. Another good way to meet new prospects is by setting up a table at local events and providing free Medicare guidance to those who ask for it.

Learn how to get more Medicare referrals

Effective marketing strategies as well as community outreach help establish you as a trusted resource. It is always important to follow all permission to contact rules as well as any CMS marketing guidelines before hosting any event or initiating contact with potential clients.

Once your book grows to a good size, you may want to consider hiring someone to help you manage your book and ensure that all clients are taken care of. This can be a person to answer the phones, schedule appointments or provide basic information. Although you may need more help than that. If this is the case, hiring a licensed agent to go over plan details or write plans for clients may be a good option for you. either way, it is important to stay organized and pay attention to your client’s needs.