Insurance with a Personal Touch
B. Schultz Insurance Services leverages an in-person customer engagement style to deliver client satisfaction
Bryan Schultz proudly describes his company as “a face-to-face insurance agency” that embraces an old-school approach to customer service. The founder and owner of Wisconsin-based B. Schultz Insurance Services further explains that the not-so-secret ingredient in his agency’s success is that they have a large footprint with a hands-on, personal service feel. While many businesses these days have gone the route of social media and flooding email inboxes, the Schultz team is known for making the effort of in-person meetings and of regularly handing out their personal cell numbers to any of their clients, which means customers will never have to call into a switchboard.
B. Schultz Insurance Services is a full-service insurance provider (excluding health insurance) and offers bonding. While they specialize in commercial business insurance, they have a particular affinity for creating custom programs for smaller to mid-size companies throughout Wisconsin and Northern Illinois.
Providing a Personal Touch
To best serve their customer base, Schultz believes in doing reviews and in truly understanding each client’s business prior to providing a quote; they want their clients to be educated about their insurance coverage. Each agent personally takes care of the account for the entire duration of the relationship and they are willing to meet their clients before and after business hours—and even on a jobsite—to accommodate individual needs.
All About Service
Bryan Schultz’s nearly 27 years of experience in the industry has given him a unique perspective on how to treat clients. After graduating from the University of Wisconsin, he began working for a direct-writer commercial insurance company in Minnesota where all the agents were employees of the company. Working in the underwriting department, Bryan gained a deep understanding for the advantage that side of the business brings to the marketplace. In 1993, he became a company sales rep and moved back to Wisconsin, handling the Wisconsin territory for 20 years. By this time, he had built up a vast commercial book of business. In 2010, when the company switched their team to an independent-agent model, Bryan maintained his strong relationships with his customers and founded his own agency—B. Schultz Insurance Services.
Bryan credits his education as an employee sales rep for giving him a real feel and insight into the service side of client relationships. He says, “Service is the most important thing. You are selling only one product. The insurance is the insurance. Some products have this or that. It’s not price, it’s service—taking care of the customer. That’s how I was brought up through the business so I’ve carried that ideology with me to the independent agency world.” For Bryan, the crux of his success has been getting to know his customers one-on-one, finding out their needs and making the right fit for them.
He adds, “We don’t try to be who we’re not. A lot of independent agencies try to get into everything—health, life, disability, personal lines. We’re pretty much commercial, although we’re well versed in all types of insurance and can offer products and guidance to our clients who are looking for a full-service agency.”
Keeping it Old School
With a deep customer base stemming mainly from referrals and repeat business, the Schultz philosophy of personalized, face-to-face service has remained the key tenet of the company’s long-standing success. As the company continues to thrive, Bryan looks forward to continued slow and steady growth with the support of his team of professionals. What won’t ever change is the level of personalized services the agency will provide. As Bryan states, “I think the old-school approach still works better than the new approach.” And his customers agree.