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"Our experience with 21st Century Management Consulting has changed
the way our agency looks at itself and our clients. ...
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. ...
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
"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
... our retention
has improved by 2 points, which would translate into $600,000 of
additional revenue each year."
Tim Bouchard, Bouchard Insurance
"This ... survey has enabled us to strategize early in the
renewal process. We are able to customize our clients' communication
and service plan ... Clients have fewer questions
or concerns around renewal time and this saves us time and money.
...
This survey has alerted us to a few of our clients that may have
been in jeopardy. We were able to take immediate action ... This resulted
in saved commissions in
excess of $200,000, which translates into additional revenue each
year. ...
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. ...
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
"Lynn Thomas sees to the heart of management dilemmas—comes up with
practical suggestions that work!"
Messing & Rudavsky, P.C.
"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
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"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.
"I would like to take this opportunity to express my sincere appreciation
for your commitment and dedication to this important project for
Westfield Companies. ... 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
"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
"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
"Pearl Carroll's encounter with 21st Century Management Consulting and especially Lynn Thomas was a very satisfactory and
eye opening experience. Through Lynn's presentations and ideas we were able to re-focus on some core ideas that we as a company
had lost track of or just forgot to do. For example, through the surveys we learned that we had great cross-selling opportunities that
we were not using to our advantage. So we instituted a referral program that had our agents asking their existing clients for referrals.
The surveys that 21st Century developed and we sent out to select clients, revealed more than anything our clients want a relationship with us and
more education about the products that they had bought from us. In response, we developed educational material to include with new policy certificates
as well as mailing them with claim packets. In addition we developed procedures that promoted more contact with our clients.
In this business climate, retaining every member is crucial to our company making its growth goals. As such, we promoted one
of our most experienced customer service representative to a full time retention specialist position to call every member who were
considering leaving our programs. We have improved our controllable terminations by over 13% over the previous year!
In closing, the presentations Lynn Thomas gave to our staff as well as our field force
proved well worth the time and expense we dedicated to this project!"
Peter Toth, Pearl Carroll
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