Each client and all of its' employees are given the broker’s contact information and are encouraged to use it for all levels of service. One reason for this is that the firm has always believed it is important to have the person who knows the most about the plan involved from the beginning. This prevents little problems from becoming big problems which can undermine employee confidence and satisfaction with the plan. The second reason is that it allows for continuity. A major problem in the benefits industry with the service representative model has been turnover. Many get tired of dealing with the problems or complaints that come with this position. Others use it as a stepping stone to a sales position. By allowing the broker to service the account this turnover is removed, eliminating the need to teach a new person the client’s culture every few years. The final reason is it is the only way the broker can understand a client's needs and evaluate whether or not the benefit plans are meeting expectations.
Each member on the staff and most of the brokers are paid a bonus based on customer retention and growth of our business. Why should this matter to a client? Everyone at The LaRocco Companies has a vested interest in each and every insured. This promotes teamwork eliminating any “That’s not my client” attitude. It is much easier to provide strong service and keep clients happy if everyone works together sharing responsibility and rewards. This allows immediate response to most client inquiries. Even though the broker or brokers are the point of contact the entire team gets involved in the strategic planning and situation resolution for each client.