For Chastain-Otis Insurance Agency, there’s no real secret to their 100 years in business. It requires hard work, compassionate employees, more than a bit of luck, and outstanding service that places their customers at the heart of everything they do.
“We know the most important and critical time when dealing with insurance issues is when a claim occurs,” said Dave Chastain, President, Chastain-Otis. “After a loss, you just want to speak to a live person.”
“Call us during business hours and the phone is always answered by a person, not a machine. Then, we direct your call to the person that can assist you the best.”
Founded in 1994, Chastain-Otis is the product of a partnership between two industry leaders: Chastain Insurance Agency and Otis Insurance Agency.
Chastain Insurance Agency was founded in 1953 by Dave’s father, Dick Chastain, and the Otis Insurance Agency has been proudly serving clients in the Omaha metro area since the 1930s. Sean Chastain, son of Dave Chastain, is among the dedicated agents and represents the third generation in this family-owned business.
“It’s understood by our customers that giving good customer service is the most important ingredient we have to offer,” said Chastain. “In the insurance business, there is only a piece of paper (the insurance policy) that we physically sell. But what’s behind that promise to pay in the event of a claim, is what we offer to our customers.”
“Our biggest degree of satisfaction is when a customer is happy with their results following a claim.”
With such an empathetic focus on the lives and well-being of their customers, it’s no surprise that charitable giving also plays a vital role to their business.
“Every month, the Chastain Agency supports a variety of local charities,” said Chastain. “Staff and agents are allowed to wear jeans to work if they donate $2 per day, which the agency matches and gives to the monthly charity of choice. The agency has also been a sponsor of the Cystic Fibrosis annual fundraiser for the past several years and volunteers with the American Heart Association and United Way.”
“During the holidays, rather than exchange gifts with each other, employees buy items to be given to families supported by Lutheran Family Service and Heartland Hope Mission.”
Winning Insights from Our Winner:
Best Practice Tip For a Small Business Owner
“Hire the best professionals who share the ideals of integrity, value, and unyielding commitment to serving the best interests of your customers.”
Cultivating a Strong Company Culture
“Teamwork plays a very important part in empowering our employees to grow together and better understand the culture we are trying to build. Small group meetings are a regular pastime around here, and it’s a great opportunity for employees to share ideas and help find solutions for lingering problems.
We also believe in the power of incentives. Every month, we hold contests for our sales force, and at the annual holiday party, we recognize our top 3 performers of the year.
The Value of Chamber Involvement
“Chamber membership has opened doors for us to businesses and individuals that need help with insurance. This comes from inclusion in all the great Chamber events and membership in Chamber organizations like Executive Dialog.”
Giving Back to the Community
Every month, the Chastain Agency supports a variety of local charities. Staff and agents can wear jeans to work if they donate $2 per day, which the agency matches and gives to the monthly charity of choice. The agency has also sponsored the Cystic Fibrosis annual fundraiser for several years and volunteers with the American Heart Association and United Way.
“Additionally, during the holidays, rather than exchange gifts with each other, employees buy items to be given to families supported by Lutheran Family Service and Heartland Hope Mission.”
Overall Operating Philosophy
“Our agency Mission Statement is: ‘Through Teamwork, we strive to preserve and aid in the growth of our client’s assets.’ This means we all work to make certain our clients are properly protected against the outside perils the world presents, like loss of property, health, and liability from injury to persons or property of others. Our biggest degree of satisfaction is when a customer is happy with their results following a claim.”
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