Brattleboro,Vermontwas severely hit, when more than 11 inches of rain caused massive flooding in the downtown area. But it wasn’t the only town affected.Wilmington,Bennington,Waterburyand many other communities around the state experienced similar situations.

Now that the news teams have all gone home, it’s up to the people ofVermontto recover.

The Richards Group Insurance and Financial Services is based inBrattleboro, with additionalVermontoffices inNorwich,Wilmington,LudlowandBellowsFalls. Its response to the disaster is a testament to how insurance and local insurance agencies and their staffs, can be invaluable to clients and communities alike when something like this happens.

The agency anticipated the increase in claims from the storm, so before it hit, it had set up a “command center” to handle the volume, adding needed personnel to its claims staff.

Once the extent of the flooding was realized, they met with the Regional Manager and a General Adjustor with the National Flood Insurance Program to discuss the claims process so they could communicate this to their clients.

Staff members were available around the clock to talk with clients and submitted claims as soon as possible. The insurance companies also were prepared, and responded quickly. Unfortunately, many clients did not have flood insurance. The type of flooding brought on by Irene is very rare inVermontso many people did not consider flood insurance as necessary. In order to help those who were not insured, The Richards Group used its Facebook page to post advice about how to start the process for receiving disaster aid from the Federal Government, as well as resources available through the state and local governments and FEMA.

Above all, The Richards Group staff was personally involved with clients and their communities to help wherever necessary. They visited flooded properties, and made calls to adjustors to find out when they’d be contacting clients. Office hours were extended and extra personnel were on hand to work with clients on a one-on-one basis. In addition, they donated their personal time, money, and energy to help those in need. Employees, as well as the company itself, were active in community organizations such as theUnited Wayand the Red Cross.

Lots of people complain about the cost of insurance, but when a disaster like Irene happens, the real value of it becomes strikingly apparent – not just because of the claims paid, but because of the caring and dedication of the people involved. The Richards Group staff showed how important a local insurance agency can be – literally working day and night to help their clients and community as a whole.

We are sure there are many similar stories of local insurance agencies going above and beyond in times like these. We would like to honor their efforts and offer a heart-felt thank you for what they do.

Nine out of ten times the answer is, “No.”

This always baffles me. If a major part of your business is generated through referrals, wouldn’t you want to do everything you can to grow that? Too many of us are outwardly-focused instead of looking internally at current clients.

What’s the benefit to developing a great referral program?

• It’s easier than cold calling! People are more willing to talk with you when a trusted friend has recommended you.
• People are more receptive to what you have to say.
• People trust you more.
• Referral business is more profitable and is more likely to stick with you over time.
• Referral business is much less expensive to procure!

Many owners say that they already get the referral business so why spend more money on it? Despite what you might think, there are lots of your customers who like you but haven’t referred business your way simply because you haven’t asked them to! A simple, honest request can make a big difference.

Here are some ideas on how to make a referral program work:

• Have you done something positive for a customer today? Maybe you’ve settled a claim, answered a question, found them some savings. If you have, why not email them, thank them for their business and ask for a referral?
• Do you have customer email lists? Why not send an email requesting a referral and offering an incentive – maybe a gift certificate or gas card (check to make sure this complies with your state’s rebate laws first!)
• Use social media to let people know about your referral rewards program.
• Blog about it!
• Include a referral request card in all your customer correspondence and on email signatures.
• Add a referral request landing page to your Web site and include a link to it from your home page.
• Include something about your referral program on your telephone’s “on hold” message.
• Don’t ask just once. Keep asking throughout the year.

You have been successful because you provide a valuable service and your customers appreciate that. They are willing to help your business grow if you just ask!