Our advisors spend months in training before they're allowed to take their first call.
A few weeks ago, Bhanu and I sat down with a few CEOs from the insurance industry.
Mid-conversation, I mentioned that a new advisor at Ditto spends 2-4 months in training before they ever speak to a customer.
Everyone was curious why months and not weeks and it’s a genuine question. Every day someone spends in training is a day they aren't selling, every month they spend learning is a month they aren't bringing in revenue
For an industry that runs on efficiency, what we do looks slow and expensive.
But we at
@joinditto were never trying to build salespeople, we're trying to build advisors. The gap between those two jobs is wider than it sounds.
A salesperson has to know what to recommend whereas an advisor has to know when the honest answer is to recommend nothing at all. The difference shows up when our advisors tell someone they don't actually need what they came to buy.
That's the moment that separates the two. And this is exactly why we spend months teaching products, claims, underwriting and customer psychology before anyone picks up a call.
"So you're trying to be the Amex of insurance? Curate the whole experience?" one of the gentlemen asked. Honestly, nobody has put our intent better.
here's a quote I love: "People don't care how much you know until they know how much you care."
Today more than 25,000 customers have left us a 4.9 rating on Google.
Almost none of that came from a clever sales script but from choosing to spend on trust before we spent on revenue.
The industry has spent decades getting better at distribution. Ditto's bet is that the next decade belongs to whoever gets better at trust. It takes far longer to build. But once it's there, it compounds quietly for years.
And that turns out to be the most durable distribution any company can have.