When I first speak with an individual, I want to learn more about thier current situation and needs. (Everyone needs to vent.) I advise them of the next steps, process, and timeline so that they are prepared for the difference between working with an agent vs getting a quote online. I to set up a time to go over any questions on the phone so that there is no misunderstanding or miscommunication. Sometimes the timing is not best to make a switch due to claims or other factors. In these situations I set up a follow up in the future to revisit options.