Customer communication before, during and after natural disasters
What do you want to know
- At least 11 types of natural disasters could affect your ability to serve your customers.
- Some, like wildfires and hurricanes, tend to happen in the summer.
- Are you ready?
Having the ability to communicate quickly and effectively with your customers shouldn’t be a desire in this industry; it is an absolute need.
The role or if you want one of the basic commitments you make to your customers is to protect their financial well-being and if anything is going to impact that, or your ability to track or communicate about that , you have an absolute obligation to inform them as soon as possible.
The CDC tracks 11 types of natural disasters in the United States: earthquakes, landslides/mudslides, volcanoes, extreme heat, floods, lightning, wildfires, tornadoes, increased more than 89% between 1970 and 2010 .
These are the places hardest hit by climate-related disasters and these are the people you serve.
As an agent, you have been tasked with protecting their family after they die or protecting their retirement dreams for as long as they are alive.
Either way, these are heavy responsibilities that need to be taken seriously.
Your customers can be greatly affected by the intensification of weather conditions in the United States and you must be ready to help them if the worst should happen.
Your own practice
The first thing to consider is that you need to protect your own operations if you plan to continue serving your customers in the event of a natural disaster.
Just like when the flight attendant asks passengers to put on their own oxygen mask before helping others in an emergency, attendants need to think about how they will operate their office if an evacuation is ordered.
It is in times of crisis that the need for digital transformation becomes most evident.
Agencies that have cloud-based management systems will be able to stay operational even if the physical office is disrupted.
Once you’re in the cloud, communication is key to helping your customers before, during, and after a climate crisis.
Disaster response planning
When you’re not in dangerous season, take a moment to think about the messages your customers will need when disaster looms and when it strikes.
What can customers do to protect themselves?
Should they have a bug bag, drinking water, or a back-up generator for medical equipment?
These are preparations that need to be made in advance, and you can help your clients consider the most likely scenarios.