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"Our experience with 21st Century Management Consulting has changed
the way our agency looks at itself and our clients. The process
of going through a client retention study demanded our involvement
at every step and gave our agency the tools to move in a new and
exciting direction.
The information you and your staff gleaned from our clients has
been instrumental in determining how our agency must change in order
to produce highly satisfied clients. The candor of the verbatim
showcases the interviewing skills of 21st Century Management Consulting.
I would highly recommend this process for any company that wants
to be light years ahead of its competition."
Christie S. McVicker, President, The
Flanders Group
"It's too easy for us to become overly focused on things other than
retaining our most profitable clients through outstanding service
and solid relationships. Your talk appealed not only to the emotional
side, but more importantly, to the practical business side."
W. Craig Heston, Utica National Insurance
Group
"I'd recommend your services to any company wanting a fresh and
introspective look at how clients view their organization."
Don Barber, Allied Insurance
"Seldom do you utilize an outside consultant and get more then you
thought you would. Lynn's thoroughness with training and utilizing
the survey results were so well received by our staff that we extended
the project. Lynn now is helping us bring back clients we had lost
in the past. In the first 5 months of the program our retention
has improved by 2 points, which would translate into $600,000 of
additional revenue each year."
Tim Bouchard, Bouchard Insurance
"This predictive survey has enabled us to strategize early in the
renewal process. We are able to customize our clients' communication
and service plan based on their desires. Clients have fewer questions
or concerns around renewal time and this saves us time and money.
It isn't guesswork anymore.
This survey has alerted us to a few of our clients that may have
been in jeopardy. We were able to take immediate action and exceed
our clients' expectations. This resulted in saved commissions in
excess of $200,000, which translates into additional revenue each
year.
This survey differentiates us in the marketplace. It communicates
loudly that we care. Our next step is to survey our clients once
they join USI so we can customize our service agreement based on
their needs and wants.
The results of this survey have enabled us to focus on the vital
few areas where we need improvement in order to continue to retain
our clients. This allows Management to be more effective and thus
will positively impact our bottom line.
120 days prior to the renewal of surveyed clients, we pull the
survey and work directly with the client on achieving their expectations.
By doing this, the renewal process is smoother and easier and thus
significantly increases the odds that clients' satisfaction and
loyalty levels will increase as well as their retention."
Jeff Jones, USI Holdings Corporation
"The seminar was very valuable in determining how to segment your
clients for maximum sales and retention results. This information
alone should make us an additional $10,000 this year alone, more
in the future!! Spend the tuition, you won't regret it."
Frank Marshall, Allstate Insurance
"In addition to the video support, I found your data on retention
and customer relations extremely valuable. That material helped
to document and expand upon key elements of the video, and provided
a lasting reference piece for our agents. Incidentally, we've had
several requests from our agents for extra copies to use in presentations
they are making to industry groups. "
Douglas J. Albohn, Grange Insurance
"Your work has provided us with a great deal of insight as to how
our clients view our organization, why they remain with us, and
areas in which we can better serve their needs. You have shown us
first-hand the significant difference between our A, B, & C clients
and how their characteristics require different servicing needs."
Robert J. Vaudreuil, The Protector Group
Insurance Agency, Inc.
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"The enthusiasm and techniques you provided were extremely helpful
for each of us. We sometimes take our clients for granted, and
fail to realize if we don't take care of them, somebody else will.
You are right on target with ways to 'Wow!' our clients to make
them want to stay with us year after year. I'm sure I speak for the
entire department, in saying that you provided us with new ideas
and challenged us to make a difference. You'll be pleased to know,
we've already implemented some of your suggestions!"
Katherine Blake, Podiatry Insurance Company
of America
"For new agents it will help to expand their customer relations knowledge,
and for established agents it will help to reinforce many sales processes
and the reasons behind the processes."
Tom Baecker, Allstate Insurance
"Lynn Thomas has given me better ideas in the two day Boot Camp than
in any other presentation in my 31 years in insurance."
Ed Siemens, Insurance Agent
"I would like to take this opportunity to express my sincere appreciation
for your commitment and dedication to this important project for
Westfield Companies. From the beginning, it seemed that your quick
read of our committee dynamics allowed you to steer us in the right
direction. It was indeed an added value to have you here to help
us identify pivotal crossroads and interpret feedback that would
have otherwise cost us valuable time. We were most confident of your
expertise in insurance business research and analysis, but your demonstrated
leadership skills and team-building prowess proved to be a tremendous
additional asset that significantly added to the success of our initiative."
Mark Farrell, Westfield National Insurance
Company
"Your message on the value of having specific strategies to maintain
and increase business from your best clients is timeless. Thanks
for delivering that message in a professional and insightful manner.
Your presentation contributed significantly to the success of our
program."
Brian P. Lytwynec, Utica National Insurance
Group
"Lynn Thomas sees to the heart of management dilemmas—comes up with
practical suggestions that work!"
Messing & Rudavsky, P.C.
"Her technical credentials and experience are outstanding. In addition
to this she brings tremendous personal skills and an understanding
of human nature."
Philip A. Houck, Massachusetts Mutual
Life Insurance Company
"Lynn Thomas is one hot ticket!"
Philip A. Houck, Massachusetts Mutual
Life Insurance Company
"The agency clients that you spoke to are our very best, and, naturally,
I was a bit apprehensive about asking them to take time out of their
busy day to speak with you. I was delighted to hear that they found
the experience very enlightening and enjoyable. All of our clients
greatly enjoyed the experience."
Andy G. Burkart, Burkart Heisdorf Insurance
"She has many strategies that are extremely beneficial for both new
business that we should target, along with whom we should seek to
retain. I advise all my fellow agents to attend Lynn's workshop.
You will be happy with the results."
Jack Halberg, Allstate Insurance
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