Without good customer service, a business will always struggle to gain and retain customers. This relates to all types of business, no matter the industry. This is something John Fagan aims to achieve in his company, Fagan Insurance & Financial Services, Inc. He believes that having the right people on his team exuding a high level of customer service will result in customers for life.
Established in 2014, Fagan Insurance & Financial Services now has 3 offices and operates as an exclusive Allstate agent, offering property and casualty insurance, life and financial products, and employee benefits.
“I got started with Allstate after 23 years in a corporate environment,” said Fagan. “I liked the idea of being more closely connected with our customers and my team where there are no layers of bureaucracy that can water down the customer or employee experience.”
“The biggest challenge when I started my own business was understanding different laws and regulations, navigating taxes, understanding things I never had to work with personally, such as unemployment and health insurance benefits, because they were performed by different people on our team.”
Today, John and his team view their challenges as opportunities to reinvent themselves. That means having the right people on their team that display a high level of customer service. They aim to ensure all customers are appropriately covered for life’s constantly changing environment, including events such as a new home, a birth of a child, or retirement.
That means not focusing on price. “No company can be the price leader forever,” Fagan states. “The longer a customer remains with one insurance company, the more benefits they accrue over time. To achieve this we focus on service by doing things like regular customer audits, policy reviews, addressing changes in someone’s lifestyle that will require them to add or reduce insurance products such as a liability umbrella or a life insurance policy. Also, we maintain an inviting office culture that is relationship oriented and not transaction based.”
They also connect within the communities where they conduct business, supporting local and national charities such as Connect With a Wish and ALS One. Their marketing events such as the Hampton block parties, Town Center Tuesday concert series and Property Management customer appreciation events are interactive. They are also members of various business groups.
John’s future goals include expanding to five or more locations to provide management and ownership opportunities for his team. His advice for anyone interested in starting their own business is to be a sales person, not an order taker; don’t fear the unknowns, they are limitless. Put 10% of your energy into your plan and 90% of your energy into making it work. And have fun!
You can connect with John or one of his team members at: