Smaller scale, customer focused business leads to loyal customers
With modern business increasingly controlled by big, often multi-national providers, it often seems surprising that those working on a smaller scale can compete. But C&A Mackie Insurane has been a market leader in the driving instructor motor insurance market for over 25 years. While now part of a larger insurance group (Hamilton Robertson Insurance Brokers), company Director Graeme Robertson believes that the core values remain and are the driver behind the business’s continuing growth: “We have two main areas of the business we can thank for our success, and that is our loyal client base and our hard-working customer focused staff.”
All businesses have to follow the prevailing climate within which they work, and insurance is very much affected by the continuously changing financial markets and competition. This is why customer loyalty is difficult to bank on. As Graeme admits: “We appreciate price is important and thank our clients for their loyalty. Even clients we have lost over the years tend to return to us as our market can work in a pricing cycle. Premiums can change year on year therefore we would urge any previous clients to get in touch for a quote. As soon as you call our office for a motor insurance quote we know if you are an existing, previous or brand-new client, and while we will always try to do our best for new and old customers, there is always an especially warm welcome back for old friends.”
Increasing online presence means that the chance of gaining the attention of new clients has increased, further improved by the chance to win prizes such as Champagne through their Facebook page purely for registering interest.
But other than online perks, it appears to be the more fundamental benefits that are winning over old, new and existing customers, such as Excess, Motor Breakdown, and Legal Protection.
However, Graeme believes there is an even more powerful force at work; customer service.
“Our clients know that in the event of an accident they will receive a dedicated, caring and hands on service from our claims team. We are very proud of our ever-expanding team of underwriting and claims staff at C & A Mackie Insurance, and if it wasn’t for their customer dedication and hard work over the years, we would not have such a successful driving instructor insurance business.”
It would seem that the staff are not only attentive and customer focused, but they are fast and efficient at turning around quotations, renewals and claims. In such a busy and time sensitive industry as ours, where our training vehicle is our essential tool to success we can’t afford to be without, speed and efficiency of business remains a high priority for both the customer and this insurance provider.
Thank you to Intelligent Instructor for allowing us to post this article from their December 2017 issue.
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