We all have customers we love – I’m happy to say that is just about all of mine. Â But one customer impresses me every time I walk into their office. Â Hunter Insurance has been in the Medina OH area selling insurance since 1962. Â From them I have learned a great deal about insurance, but also about what customer service really means.
First, Hunter is a group of independent insurance agents. Â That means they represent multiple products and do the shopping around for you. Â They can offer a wider array of options than agents tied to one company and can really understand how the different discounts, programs and options from each carrier can work for you.
Second, the people who work at Hunter are awesome. Â Whether they have been there 1 year or 40, they all truly care about the customers and talk about them as individuals. Â I got to work with one woman recently who, when looking at a 900 person customer list, was Â talking about things that needed to be adjusted by individual. Â It was impressive.
So all that is great, but my biggest surprise was when I recently went to a part of the office I hadn’t been in before. Â Often companies talk about their commitment to customer service. Â But in this office, the President’s office is on the far side of customer service. Â To get to him you have to walk through the service team. Â To be in his office you hear the customer service team helping customers. Â And the best part? Â When I said something about it, at first the president didn’t seem to know what I meant. It was so natural for him he just said, “I need to know what’s going on”.
As someone who supervised customer service departments before, I can tell you the single best way to find out what your customers are talking about is to hang out in the department. Â You will hear one side of the conversations, the discussions after the calls, and see where the customer support team needs help. Â In this case, Warren can’t help but know what is going on and that is a real show of commitment.
Many companies talk about valuing their clients, but at Hunter Insurance it is not only reflected in what they do, but even down to where they sit. Â Very impressive!
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