Getting to know our clients needs is why we are in this business. If the consumer could buy insurance from a vending machine what would they need us for. Certainly they can buy from one carrier online and this is a growing trend but people want to talk to someone and reassure them that they have the right thing… AKA they want to be able to blame someone else. 
If we are not meeting their needs by finding out more about them then what are we doing?Don't be a vending machine, be a laser guided car wash. 
Key Attributes of building a profile:

• Follow the script with a purpose. When you follow the script you don't miss things. You may not use the exact words from the script but have it out on your desk and highlight the headings of each section.
• Stop talking and Take time to listen. Let the conversation happen naturally but listen for things the client might say to key us on to gaps in coverage or potential risks they may never thought of. 
• Ask open ended questions that lead to conversations. Not “Do you have a poo? ”Instad “What things do you have in your backyard or around your house that could lead to someone being injured, this could be a pool, generator, non working car etc.?”
• Build rapport and be empathetic. Let the client explain why they believe they have the right coverage or why they made the choices they made before and reflect back to them that you understand and that not everyone spends all day dealing with insurance and this is why you have me. 
• See their perspective and current situation.  Try to see life through their eyes and determine where to push them to rethink things or maybe you set a follow up to when we could look at adding those coverages. Maybe when finances clear up. 
• Take Heroic notes. This is for you not the client. I like to think of Future Me as the boss and past me as employed. I need to get things done today for the boss so that he has an easier job when he sits down with this client again in the future. And if I did it wrong I am hard on past me for not doing it right but also reward the future me when I am able to find what I need quickly. Being your own hero makes you the Hero to the client. 
• Look for opportunities to send to your referral partners. Reciprocation is so important. You can't always be the receiver, you have to be the giver too. Your clients are better off when they are with people you partner with. As well your partners will tip you off when someone is moving or upset. 

Remember taking the time to ask the right questions is why we're here. Don't ever forget that and never take our position for granted. Computers are right around the corner waiting for us to mess this up.  Get after it.