Last month, the Council of Queensland Insurance Brokers (CQIB) recognised a string of organisations and individuals for their outstanding performance over the past year.
Among them, was Zurich’s regional market manager Lisa Hetherington (pictured), who picked up the prestigious Mick Lambert Barker Award for service above and beyond.
Speaking to Insurance Business, Brisbane-based Hetherington said winning the award was one of the highlights of her professional life.
“I’m passionate about excellence in relationship management and customer service, so to be recognised by the Queensland broking industry for doing what I’m very passionate about is the proudest moment of my career,” she said.
Hetherington also said the award is testament to Zurich’s strategy, which remains resolutely focused on intermediaries and providing a best-in-class distribution footprint.
“Winning this award demonstrates that our distribution strategy is having a positive impact and is evidence that we’re meeting the expectations of our customers and clients,” she said.
So, what is it that sets Heatherington’s service above other players in the field? According to the woman herself, it’s nothing new or complicated.
“Good ‘ol’ fashioned’ customer service – I treat my clients as I would expect to be treated myself,” she tells Insurance Business.
With experience in management roles as a broker, insurer and customer, Hetherington says she has a 360-degree view of client needs and motivations.
“My goal is to always deliver on promises, provide prompt responses and solutions and always maintain high levels of customer service,” she says.
“I feel very strongly that it is incredibly important that people feel they can trust and rely on me. Even if I can’t solve a problem, my goal is to always respond and offer options.”
Of course, there are times when insurers get a hard time – from the media, brokers, and the general public – but Hetherington says she never loses motivation to provide exemplary service.
“Positive and regular communication is the key,” she says. “Knowing and understanding the company’s strategy and being able to communicate that to partners is important - there is always a positive story to be told.”
Ultimately, it’s an approach which is paying off for Hetherington, who says brokers are responding well to Zurich’s offering.
“Personally, one of the most rewarding aspects of the past two and a half years has been to see the change in brokers’ attitudes towards Zurich and to hear how we are talked about differently,” she says.
