Extreme service

Rough Notes, Aug 1999 by Pillsbury, Dennis

He continues that it is an agency that "has completely departed from the norm. Addis does not even target X-dates. Rather, agency people begin to develop a relationship and selling integrity. They lead with an earnest desire to help clients. There is a true commitment to service. Everyone there works proactively, trying to anticipate client needs and issues. And because of that, clients see them as outsourced entities who are truly attached to their business. The result is a tremendous retention rate and loyalty."

Primiano concludes that "I anticipate a long and gracious relationship with the agency. It is one of the few places I go where I feel energized when I leave. It really is a place where the people are doing what I actually believe needs to be done to change the image of the insurance industry. It's not that The Addis Group ignores the price side of the equation. They still get competitive prices for their clients. In fact, I'm willing to bet that the rates they get from companies generally are better than the market because the insurance carriers know they are getting businesses that have strong risk management programs."

The Addis Group's commitment to "extreme service" for its clients shows that the service bar can be raised without affecting profitability. In fact, its success seems to indicate that going beyond insurance may well be one of the key ingredients toward survival in this increasingly competitive marketplace.