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Winner of 2013 CSR Award speaks of her core value
It's all about communication, communication, communication! By Alice Ashby Roettger The year 2013 was a year of serendipity for Nicole Keck, CISR, commercial lines coordinator and senior customer service agent for AW Welt Ambrisco Insurance, Inc., in Iowa City, Iowa. The prompt for the essay that finalists in the 2013 National Outstanding CSR of the Year Award were required to write fell right into her lap—and her philosophy of work/life. The prompt read: Communication is one of the most important parts of building strong relationships with your clients, companies, and coworkers. Identify and explain the four greatest barriers to effective communication that you face (or have faced) and how you've worked to overcome these barriers. From the time she was a small child, Nicci had unconsciously absorbed the qualities of effective communication as part of a family unit that lived by the principle of "get along and love each other." Nicci would sit and listen to her mother talk to people, noting her empathy and how much she "truly cared and personally invested herself in them. She really listened." All of this carried into her mother's work in the food industry, where she made it a point always to see where others were coming from and then communicating based on that knowledge. "Figure out what they're actually hearing based on their past experiences and their perceptions. A few questions can clear things up." In addition, her dad, who was a factory worker at the Hoover Company, set an example by being "accepting of people, unassuming and non-judgmental." All of this stood Nicci in good stead when she attended her Canton, Ohio, high school, where the 365 members of her class came from a variety of cultures. Because of their different ways of speaking, she was "subjected to all kinds of communication" and had to learn how to respond in a way that could be understood. Later, at Ohio State, Nicci planned to major in, of course, communication—via TV/ radio. That career track changed when she moved to Iowa and, through the help of a friend, "fell into" insurance at AW Welt Ambrisco 13 years ago. During those years, she earned her CISR. Using her communication skills, she serves as an agency instructor on commercial lines coverages and service procedures. In addition, Nicci recently took an active part in the creation of her company's "Colors Program," whose premise reflects what Nicci has always believed: that individuals communicate in different styles and if that style can be identified, conflicts can be reduced or even eliminated. All agency employees take the Real Colors® personality test to determine their temperament. They then hang their assigned "color" at their workstation. Other employees try to communicate in the style that makes their co-workers comfortable. Moving into her community, Nicci uses her Facebook page to "like" social services agencies and not-for-profit clients that her agency insures. In this way, she can keep up to date on their activities and help to spread their message. Because most of these accounts are hers, she has become the "go-to" person. She can then educate those clients on coverage options and provide loss control recommendations and guidance. Nicci says that by staying in close contact with clients she also is "better equipped to discuss my clients' needs with my insurance carriers. I have found this to be a great relationship builder with both my clients and underwriters. When issues arise, I also make sure to share what I learn with my co-workers so that they can proactively assist their social services clients as well."
Three Habitat for Humanity builds have benefited from Nicci's services, and she donates to and attends several fundraising events each year. That brings us to 2013 and the National Alliance for Insurance Education & Research Annual Outstanding CSR Award. It is interesting to note that, although those who wrote letters of recommendation cited Nicci's work ethic, integrity, leadership qualities, and passion for her work, they all made it a point to emphasize her unique communication skills. For example: "Nicci's excellent communication skills make her stand out amongst all others. The data Nicci put together was easy to read by all of us" echoes Nicci's own statement that "intrinsic to every industry is a specific vocabulary that must be learned in order to function within it…. finding a common language becomes critical to effective communication." In another case: "Nicci prides herself on communicating with her clients, companies and co-workers in a way that they want to be communicated with." In turn, Nicci pointed out: "Even with a common language, it is vital to recognize how people receive information and to apply that knowledge when communicating with them. You may be speaking with someone who is analytical and wants data in order to address an issue, or you may be talking with someone who is more pragmatic and predominantly interested in the bottom line to make their decision." Again: "The excellent information organization is not the only skill Nicci has as a great communicator. The professional, polite and yet very easy-going way of communication by e-mail or phone is something all of us in the industry can appreciate and should try to improve." Nicci's observation: "As technology has advanced, e-mail is now our primary method of communication. It is important to recognize the pitfalls inherent to it. E-mail lacks the non-verbal cues that we experience during a phone conversation and see in a face-to-face discussion. Without tone of voice, it can be difficult to ascertain the feelings of the individual, or the urgency of their request…. Be aware of these pitfalls."
In order to communicate more effectively, Nicci emphasizes the importance of time management. "Take time up front to learn your clients' unique background, services, and goals to give yourself a deeper understanding of who they are so that you can build that common language necessary to communicate more efficiently." Her conclusion? "When all is said and done, the key to developing exceptional communication skills and building strong relationships is to be personally invested." Two comments indicate that Nicci "does whereof she speaks." Chairman of AW Welt Ambrisco Craig Welt wrote: "I was part of the hiring team nearly 13 years ago when Nicci applied for a job with our agency…. As the interview process began, all of us recognized that there was something very special about Nicci that set her apart from everyone else… she had a natural talent to communicate and ask very good business questions…. On a more personal level, Nicci is one of the nicest persons you will ever meet. Always humble, polite and courteous, even when under the pressure of a job with demanding deadlines." And obviously speaking for many of Nicci's business contacts, Karen DeGroot, vice president of operations for the Arc of Southeast Iowa, summed it all up by writing, "From time to time we get solicitations from other insurance firms and Nicci is a big reason we don't even consider these proposals." As the 2013 winner of the Outstanding CSR Award, Nicci receives a cash prize of $2,000, plus a gold and diamond lapel pin. Her name is inscribed on a sculpture that is on permanent display at The National Alliance headquarters in Austin, Texas. In addition, her employer will receive a scholarship that can be used for participation in any National Alliance program. Those funds will be made available to Nicci so that she can complete her CIC designation.
The author Alice Ashby Roettger is a freelance writer based in Indianapolis, Indiana. She also serves as an assistant editor at the Rough Notes Company.
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