Ben Galbreath
Producer Ben Galbreath spoke with Leadership Clark County (LLC) for their Alumni Update Q&A to discuss how Wallace & Turner and the insurance industry as a whole have adjusted to serving clients during the pandemic. Ben was a member of the 2019-2020 LLC Academy Class, completing a training program with a focus on leadership development, sensitivity to community needs and the history of Clark County. He currently serves on LLC’s Curriculum Committee and is Co-Chair of the Non-Profit and Board Governance Session.
How has your business changed since the pandemic?
Insurance has always been a relational business and that’s why I love the industry – the face-to-face meetings and doing business with a handshake. In these times, we’re maintaining these relationships, but now it’s done with a mask and hand sanitizer! The handshake has moved to a fist bump, elbow or a nod.
The pandemic has changed some things at Wallace & Turner. Initially, our staff began working from home per the State order, and we had to limit in-person meetings unless absolutely necessary. Now that we are back in the office, our staff is diligently cleaning and wearing masks to respect coworkers, and client meetings are held outside with masks on. We want to keep things moving for clients while protecting them. I have been meeting with clients to help them with cost savings and ways to adjust during the pandemic.
Which changes have worked and which have not?
What has worked for us is that we used phone, Zoom and outdoor meetings to remain open throughout the pandemic in order to serve our clients. Our in-house claims department has not skipped a beat as we work to comfort and assist clients in the event of unforeseen claims. We offer a variety of ways for customers to pay their premiums without coming into the office, so that wasn’t an issue.
Fortunately, I can’t think of anything that hasn’t worked. We had a solid disaster plan in place that allowed us to transition seamlessly with no interruption to customers. We did not miss a call from any of our clients due to paying a bill, policy change and/or a claim.
Despite everyone being impacted by the pandemic and having to adjust, the community banded together to keep Springfield moving forward. Wallace & Turner appreciates our clients’ flexibility during these challenging times, and we are proud that we’ve been able to maintain consistent service for them.
How has your LLC experience helped you during this time?
My leadership experience helped me to leverage my relationships and connect certain clients to services that remained open and could help them. It was also encouraging to see other class members growing and working hard to serve our great community.