Shannon Harvey

10 most important words - "I apologize for our mistake. Let me make it right" When something goes wrong, most people just want to be heard and appreciated. So listen, apologize, and then ask what you can do to make it right.

9 most important words - "Thank you for your business. Please come back again." Repeat customers cost less than new customers and are more loyal to your brand. If your customers know they are appreciated they are more likely to come back.

8 most important words -"I'm not sure, but I will find out." It's okay if you don't know the answer; it's not ok to make the customer keep searching for it. That's your job not theirs.

7 most important words -"What else can I do for you?" Become the company that is willing to go the extra mile. You'll find there's less competition there.

6 most important words -"What is most convenient for you?" Your customers will be pleasantly surprised when you ask what's convenient for them, not yourself.

5 most important words -"How may I serve you"? This question reinforces your role in the relationship. Play that role to the best of your ability and your customers will be more likely to return.

4 most important words -"How did we do?" Feedback is critical! Your customers have a unique perspective and they appreciate being asked for their valued opinion.

3 most important words -"Glad you're here." Customers who feel welcome spend more time, more money, and are more likely to return again.

2 most important words -"Thank you." Basic Manners...but how often do you get thanked when you are the customer?

The single most important word: -"Yes" Become a yes person. No will get you nowhere. Never forget: Customer Service is not a department...it's an ATTITUDE AND A CULTURE!

Remember: Customers don't care about how much you know until they know how much you care. To Your Success,

Shannon Harvey, Allstate
101 Verdae Blvd. #140
Greenville, SC 29607
Phone: (864) 268-9580

P.S. - If you live near Greenville, SC and you're planning to take a child to the Children's Museum of the Upstate, they've discounted their ticket prices for the month of February.

I just want to take this time to wish you and your family a belated Happy Valentine's Day. It's become one of our children's favorite holidays (it involves chocolate...which is a big deal to a 4-year old and a 2-year old). You also might have made a jewelry purchase this Valentine's Day or in the past so I thought I would send you some information on how to protect your token of love.

Homeowners and renters insurance policies include coverage for personal items such as jewelry. However, policies limit the dollar amount for theft of valuable personal possessions such as jewelry, furs, and precious stones from $1,000 to $2,000 total.

We can make sure your jewelry is adequately protected, but first I suggest the following:

•· Contact us immediately
Let me or a licensed agent know that you are now in possession of an expensive piece of jewelry. To properly insure jewelry and other expensive items, consider purchasing additional coverage through an endorsement to your homeowners or renters policy.

•· Keep a copy of the store receipt
You will need to forward a copy of the receipt to us so that we know the current retail value of the item. Keep a copy for yourself and include it in your home inventory.

•· Update the value of your jewelry
Expensive items go up or go down in value. Talk to me about how to make sure the dollar amount of endorsement reflects these changes.

•· Have the item appraised
Heirlooms and items that were purchased several years ago will need to be appraised for their dollar value. Ask me for recommendations regarding a reputable appraiser. It is important that expensive items are appraised accurately.

•· Add the item to your home inventory
Everyone should have an up-to-date inventory of their personal possessions. To help you keep on top of your inventory I researched the topic and found a free, online software, called Know your Stuff® created by the Insurance Information Institute. You can also add a digital photograph of your new gift and save scanned receipts. Computerizing your inventory makes updating faster and easier.

For more tips about protecting jewelry, click here .

All The Best,

Shannon Harvey, Allstate
101 Verdae Blvd. #140
Greenville, SC 29607
Phone: (864) 268-9580

P.S. - If you'd like to give the gift of life this week and donate blood, here's the schedule for the Bloodmobile that The Blood Connection will be driving around Greenville, SC.

I've seen many Realtors in Greenville, SC go the extra mile by pointing out a few things about homeowners insurance to their clients. Four tips I've heard Expert Realtors give that stand out have included:

1. Since you're married...for about $25/year, you can usually increase the limits on covered losses for Jewelry/Silver/Watches/Furs to $10,000. Otherwise, it's usually only $1,000 for Jewelry & $2,500 for Silver. Have you ever noticed a beautiful diamond ring on one of your clients? It's probably a safe bet the owner wouldn't sell it for $1,000...which is essentially what they would be doing if it was lost and they only had standard homeowner's insurance coverage.

2. Since you have a child in college (or soon to be in college)...if they're in a dorm, then covered losses would usually fall under your homeowner's insurance policy. If the student is renting an apartment, they should obtain a renter's policy. The average renter usually has $30,000 in personal belongings (think about jeans, shoes, and other clothing in the closet, ALONG with any computer equipment) which can be covered for roughly $150/year. (They'll probably pay double that for just a few textbooks during the semester.)

3. You mentioned your photography/music equipment...for about $20/year, you can usually increase the limits on covered losses for Music/Photography equipment to $5,000 or more. Otherwise, it's probably only $1,000. If they're like most enthusiasts that I know, they likely collect equipment as well...and the standard coverage simply won't do if it's all lost.

4. With Identity Theft on the rise for the 9^th year in a row...you should consider adding Identity Theft Protection to your homeowner's insurance coverage, which can often be done for about $30/year. According to www.IDTheftCenter.org: Victims spend an average of 600 hours recovering from Identity Theft, often over a period of years. (Four years ago the average was 175-hours of time, representing an increase of about 347%.) Based on 600 hours times the indicated victim wages, this equals nearly $16,000 in lost potential or realized income.

With these 4 tips a potential problem can be solved for less than many of us spend to fill up our tanks with gas. If a covered loss occurs, your customer gets plenty of mileage out of the money they've spent. With these 4 easy observations, you can not only help your clients but you just might endear them to you for future transactions.

February isn't just candy hearts here in Greenville, SC; it's also American Heart Month. Every 25 seconds an American is affected by some form of coronary event, but today could be the day you start making the changes to make sure you aren't one of the statistics.

Know the signs of heart problems:

• Chest Discomfort. Most heart attacks involve discomfort in the center of the chest that lasts more than a few minutes, or that goes away and comes back. It can feel like uncomfortable pressure, squeezing, fullness, or pain.
  
• Discomfort in Other areas of the upper body. Symptoms can include pain or discomfort in one or both arms, the back, neck, jaw, or stomach.
  
• Shortness of breath. May occur with or without chest discomfort.
  
• Other signs. These may include breaking out in a cold sweat, nausea, or lightheadedness.

For more information click here.

Here are some common sense tips for Heart Health that I have gathered for you...we want you to stay healthy and happy for many years to come!

Start exercising every day. Even just 10-15 minutes a day will change the way you feel and even make you happier.

• Eat Healthy. Make sure to eat healthy which will change the way you feel, give you more energy and also improve your health.
• Relax and take time for you. If you are always running around and taking care of others, your own health will fall by the wayside.
• See your doctor for regular checkups. He/she will be able to help you with your health more than anyone.

We all know these, but knowing these and doing these are two totally different things.

Friday, February ^4th is National "Wear Red" day. Everyone is encouraged to wear red as a way to raise awareness for heart disease in women. Women are encouraged to wear red dresses, the symbol of heart disease awareness in women, but even men can get involved by wearing a red tie, shirt, or even pants......ummmm that will be interesting!

The tips could also go far to help those that made the ever popular "lose weight" New Year's Resolution (like me! :)). You owe it to yourself and your loved ones..."Donut" Ignore Your Heart Health.

As the picture below indicates, I should've known from the empty bread shelves in Publix that we were in for an impressive snow here in Greenville, SC (as was most of the Southeast US). Since the proof is now in the pudding, I thought it would be a good time for some tips to winterize your home and auto for 2011. If the Farmer's Almanac is correct, this won't be the only rough patch of winter we'll experience this year.

Since winter temperatures have arrived, it's the perfect time to make sure your home is winter-proofed. By preparing for the potential of winter storms and freezing temperatures ahead of time, you can avoid winter related disasters from wreaking havoc on the home front.

But before the thermometer drops again during cold snaps, you can take simple steps to safeguard your home and head off a cold weather catastrophe.

To prepare for winter, Allstate and the Insurance Information Institute offer the following tips:

OUTSIDE YOUR HOME

•· Clean out gutters. Remove leaves, sticks and other debris from gutters, so melting snow and ice can flow freely. This can prevent ice damming-a condition where water is unable to drain through the gutters and instead seeps into the house causing water to drip from the ceiling and walls.

•· Install gutter guards. Available in most hardware and home stores, "gutter guards" prevent debris from entering the gutter and interfering with the flow of water away from the house and into the ground.

•· Trim trees and remove dead branches. Ice, snow and wind can cause weak trees or branches to break, causing damage to your home or car, as well as injury to people on your property.

•· Repair steps and handrails. This may prevent someone from falling and being seriously injured. Broken stairs and banisters can become lethal when covered with snow and ice.

INSIDE YOUR HOME

•· Keep the house warm. Set the thermostat for at least 65 degrees, since the temperature inside the walls, where the pipes are located, is substantially colder-a lower temperature will not keep the pipes from freezing.

•· Add extra insulation to attics, basements and crawl spaces. If too much heat escapes through the attic, it can cause snow or ice to melt on the roof. Water can then re-freeze, causing more snow and ice to build up. This can result in a collapsed roof, and can contribute to ice damming. Ideally, the attic should be five to ten degrees warmer than the outside air. Well-insulated basements and crawl spaces will also help protect pipes from freezing. You may also consider insulating unfinished rooms such as garages to keep pipes from freezing.

•· Have the heating system serviced. Furnaces, boilers and chimneys should be serviced at least once a year to prevent fire and smoke damage.

•· Check pipes. Look closely for cracks and leaks and have the pipes repaired immediately. Wrap exposed pipes with pipe insulation or heating tape. Allow your faucets to drip lukewarm water to minimize the chances of a pipe freeze. If you plan to travel or be away from home for an extended period of time, have someone check pipes and the temperature in your home on a regular basis. Turn the water off and/or have the water system drained by a professional to keep pipes from freezing.

•· Make sure that smoke and fire alarms are working properly. Residential fires increase in the winter, so it is important to protect your family with working alarm systems. Also, consider installing a carbon dioxide detector, since a well sealed home can trap this toxic gas.

•· Learn how to shut the water off and know where your pipes are located. If your pipes freeze, time is of the essence. The quicker you can shut off the water or direct your plumber to the problem, the better chance you have to prevent pipes from bursting.

•· Hire a licensed contractor to look for structural damage. If damage is discovered, you can have it repaired immediately rather than waiting for a more severe problem to occur. Also, ask about ways to prevent water damage resulting from snow-related flooding. Plastic coatings for internal basement walls, sump pumps and other methods can prevent flood damage to your home and belongings.

AND...DON'T FORGET YOUR CAR

Winter is just as hard on your car as it is on your house. Have a mechanic look over your car whenever you spot something that seems not quite normal. An inspection now may prevent your being stranded on a cold winter day. FEMA offers these safety tips to protect you and your car:

• Check or have a mechanic check the following items on your car:
  • Antifreeze levels - ensure they are sufficient to avoid freezing.
  • Battery and ignition system - should be in top condition and battery terminals should be clean.
  • Brakes - check for wear and fluid levels.
  • Exhaust system - check for leaks and crimped pipes and repair or replace as necessary. Carbon monoxide is deadly and usually gives no warning.
  • Fuel and air filters - replace and keep water out of the system by using additives and maintaining a full tank of gas.
  • Heater and defroster - ensure they work properly.
  • Lights and flashing hazard lights - check for serviceability.
  • Oil - check for level and weight. Heavier oils congeal more at low temperatures and do not lubricate as well.
  • Thermostat - ensure it works properly.
  • Windshield wiper equipment - repair any problems and maintain proper washer fluid level.
• Install good winter tires. Make sure the tires have adequate tread. All-weather radials are usually adequate for most winter conditions. However, some jurisdictions require that to drive on their roads, vehicles must be equipped with chains or snow tires with studs.
• Maintain at least a half tank of gas during the winter season.

To learn more about tips about preparing for winter, or to review your insurance coverage to ensure you are properly prepared for a winter storm, please contact Allstate Agent Shannon Harvey at (864)268-9580 or ShannonHarvey@Allstate.com.