At CILCSA, we know that the best client service goes beyond just meeting expectations – it’s about creating memorable, thoughtful experiences that set you apart from the competition. Damon Priddy Insurance & Financial Services recently shared a heartwarming story that perfectly demonstrates the power of the "Cherry on Top" approach, a concept inspired by Steve's recent presentation.
The story starts with Curt, a member of Damon’s Client Experience Team, who received a call from a new client. The client, a young man from Springfield, was reaching out to finalize his insurance policy but had a concern: he was walking to the office, wanting to make sure he wasn’t driving without insurance before his car was properly registered. Upon hearing this, Curt didn’t hesitate – he saw an opportunity to add a personal touch that would elevate the experience.
Curt asked Ashley, the lead on the experience team, if he could go the extra mile and offer the young client a ride to the office. Ashley immediately approved. Curt drove to pick up the client, bringing him in so he could finalize his policy. As Damon put it, “Ever since Steve’s speech, I’ve heard ‘cherry on top’ around the office nearly daily and used in the same way… ‘I cherry on topped that one’ or ‘Hey, how can we cherry on top this?’”
This simple but impactful gesture illustrates how the "Cherry on Top" philosophy has become ingrained in the agency's culture. It’s not just about checking off the boxes; it's about making clients feel valued and cared for in ways that are unexpected and personal.
As Damon reflected, “You just don’t see other agencies going to that level… Flo isn’t running out to give a client a ride.” By thinking beyond the transaction, Damon’s team has created an unforgettable client experience that will keep people coming back – and talking about it.
This story is a perfect example of how small, thoughtful actions can have a significant impact on customer loyalty and team culture. At CILCSA, we’re excited to see how our members are putting these lessons into practice, delivering client service that truly stands out.
Thank you, Damon, for sharing this incredible story with us – it’s a shining example of what we can achieve when we put the client’s experience first.
Let’s keep this momentum going, CILCSA members! How can we add a "cherry on top" today?