Effective Client Communication Strategies to Reduce E&O Claims

In the United States, businesses are spending 2.8 hours a week involved in some kind of conflict; this amounts to two and a half weeks per year. That’s two weeks that can be spent elsewhere, making money rather than potentially losing it. Think about the Errors & Omissions (E&O) insurance claims that occur. $359 billion is being spent on focused on work conflict instead of work positivity, according to a 2008 CPP Global Human Capital Report. The amount that’s focused on conflict now could be even more.

Spending that much time arguing is both mentally taxing and a waste of productivity. Not everyone has time to spend on disagreements, and they can lead to lost business and a damaged reputation.

In order to tackle the exposures that cause E&O claims to happen, effective client communication is key. You’d be surprised how many disputes just come down to ineffective or inefficient communication skills. Unfortunately, not every business is going to have leaders that know how to execute communication well. That’s where training comes in; if you’re wondering, here’s how to reduce E&O claims just through communication.

Understand Why Client Conflict Happens

It’s important to understand that unpleasant situations happen. That’s why being able to figure out how to solve them quickly is essential, especially when it comes down to not wanting to have any E&O insurance claims filed against you.

Three major causes of employee conflict are:

  • Lack of communication,
  • Unmet expectations, and
  • Lack of faith.

There are ways to change all of that now. Before technology changed everything, getting in touch with a client was simple and straightforward. Either you called, sent a letter, or waited until you could meet face to face. Now, things are a little different. That doesn’t mean every avenue of contact is optimal.

If you’re communicating through written means, read your email to yourself before hitting send, to make sure that you’ve made your points clear and that your tone does not sound rude or flippant. When speaking on the phone, speak clearly and make sure that the client can hear everything you say, and make sure you’ve properly hung up before saying anything you would not want him or her to hear. In person, keep an eye on your body language and facial expressions.

Effective Client Communication That Works Long-Term

When expectations are clear, it’s easier to improve client communication with the entire team. It’s recommended that you educate prospective clients, present a roadmap that acts as a work outline, and always under-promise and over-deliver.

When you say something is going to get done in nine months and it actually gets done in six, clients are going to be impressed, and will not feel that they have been misled with false promises. It’s also necessary to plan for obstacles. What if a vital team member has an emergency and has to pull out of work? Building in extra time will ensure that you can still meet your goals by their deadline.

Other ways to promote impactful communication is through an effective onboarding process that trains and educates employees and through consistent communication. No leader on a team should ever be left out of the loop. Questions should always be answered clearly and honestly. It’s not about marketing your job. It’s about making it feel like a valid, prolific and successful work culture.


About Transparity Insurance Services

Transparity Insurance Services was founded for the purpose of helping clients to ensure their property and assets with no hassle. We are committed to providing a simple, easy, efficient, and positive experience to all of our clients, and prioritize open and transparent communication with our clients. Through our excellent customer service and technology, we can help you to find the right insurance program at a competitive price. Contact us today at (855) 889-2037 to learn more about what we can do for you.