What People Say About Us

Author:  Mary Beth Michaud

Licensed Life Insurance Agent at Matrix Direct

Doing our best for everyone, even the ones who "get away."

Matrix Direct is like my home away from home: good people, hard workers. I met some of my best friends working here, and that's been for about five years now. I don't deny it: life insurance is hard sometimes--I hear some pretty tough stories from some customers--but working with the right people always makes things more fun.

When I tell people outside work that I sell term life insurance policies, I bet they probably have a different picture in mind. But my coworkers and I know that we're really in the "people business." What we do every day is help people just like us better plan their lives, plain and simple.

The best part is customer feedback. There's nothing a life insurance agent like me likes more than hearing back from a customer about how they received great service. So when I was asked if I wanted to write a blog about a customer experience, I started checking my email for one from a customer that kind of captured what it is we do.

The weird thing is that the "customer" experience I chose to share isn't from a customer but from a guy who ended up going with someone other than Matrix. Based on what he says, though, I have a feeling he'll be a customer of ours one day, too. Or he'll at least send some other people looking for term life our way. His name was Rob, and this is what he said in an email to my manager:

Hello Cynthia,

I requested your contact information so I could take a moment to recognize your strong team member, Mary Beth.

I just contacted Mary Beth and informed her that I would be exercising an insurance policy from a different organization based solely on price. I have to say that this decision was not an easy one due to the level of pro-activeness, commitment and follow up that has been displayed to me throughout the new policy process.

While I realize that most organizations normally just look at the bottom line and what have we effectively sold today, I thought it was important to highlight the strengths that I witnessed.

* · When I initiated a life insurance request, I received several phone calls during the first day

* · When I decided on a time for my medical exam, I received a call from the nurse the same day

* · The nurse that performed the exam was more skilled than the other nurses I was visited by

* · Your organization quickly processed my forms and had a policy ready for me approximately 10 days before other organizations

* · Follow up from Mary Beth was quick on what my plans were for executing the life insurance policy (and they had to show great patience as I awaited the other policies and costs to arrive)

I will be recommending Mary to others that are considering life insurance in the future. I wish you and your organization the best in the future. Thank you again for making my insurance experience with your organization a positive one.

Rob

So while even we didn't get Rob as a customer, I am pretty happy about the impression we gave him. Every time I read this email, I think to myself, "Heck, I was just doing my job."

What I did for Rob is just what my coworkers and I do for everyone. We know that buying life insurance is never an easy decision, so we do what we can to make all the stuff around it--medical exams, form processing, etc.--go as smoothly as possible, and there's nothing better than knowing that it did.

Rob, if you're reading this: thank you.