Customer Service Is Just Foreplay [An Insurance Agent’s Book Review]

If you know me, you know that I’m all about the path of least resistance. I need step-by-step processes and visual guides. And that’s exactly what I get from Customer Service Is Just Foreplay: The Modern Customer Experience Will Separate You From The Competition by Jason Cass and Brian Appleton.


Even though this was written with independent insurance agents in mind, I think the overall concepts in Customer Service Is Just Foreplay can be applied to any small business operation. If you’re looking for a quick read that will walk you through the steps of creating a modern customer experience that will separate you from your competition, read on!



First of all, I know Jason and Brian, the authors, personally through the independent insurance agency world. They are both outstanding guys, and Jason, in particular is a constant ball of energy. I honestly don’t know how his wife handles him. But I can attest to the fact that these guys KNOW how to run an insurance agency.


Jason has built an insurance agency from his basement in an office the size of a large elevator. And yet, he’s been successful beyond imagination! And the secrets to his success are cataloged in this book.


So what’s Customer Service Is Just Foreplay all about? In a nutshell, it’s first defining the difference between “customer service” and “customer experience”. The first is expected as a base level for your customers. It’s a requirement for them to do business with you.


The second is where the magic happens. Creating a customer experience for your clients is what all great companies do on a daily basis that makes them Big Time. Think Disney, Starbucks and Nordstrom.


As the book’s extended title reveals, Customer Service Is Just Foreplay: The Modern Customer Experience Will Separate You From The Competition, it’s a road map for all insurance agency owners who want to create the modern customer experience. Modern being the operative word here. We’re deep into the digital age now, but by the looks of many small businesses, you’d never know that.


What Will You Learn?

Social media has become a buzzword, but it’s only just a small piece of what it takes to grow a small business into a Big Time Small Business these days. This book teaches you soup to nuts how to transform your business into a modern sleek and sexy operation that empowers customers to do business with you the way they’ve come to expect it. Online. Quickly. All while maintaining the relationship piece of the puzzle only you can provide.


I’ve done a lot of work modernizing operations in my own independent insurance agency over the years. But I have to say Jason and Brian have opened my eyes to a lot of gaps in my plan. I actually have further to go than I thought to get up to speed with the times. But the authors have reminded me to see those gaps as opportunities, not deficiencies.


Jason and Brian walk the reader through each step they’ll need to implement in order to create a (wicked awesome) customer experience.

These steps include:

  • Setting up your website to attract your ideal clients
  • Outsourcing communications tools like mobile app development
  • Taking payments from your customers from your website at no extra cost to you
  • Automating your lead generation and conversion processes
  • Automating your customer onboarding and servicing
  • Putting your cross selling and referrals on growth-oriented autopilot


My Book Review Rating For Customer Service Is Just Foreplay

I give Customer Service Is Just Foreplay a solid 10/10 for it’s ability to walk any agency owner through the steps of what it takes to truly create a modern customer experience that will separate you from your competition.


Want to take your insurance agency to the next level?

Order or download it from Amazon today.



Have you read this book already? What did you think of it?

Let me know in the comments below.