Bringing Service to Life — Video Transcript

Introduction: Generations of ERIE Employees have lived the promise to be Above all in SERVICESM. It’s a staple of the company’s foundation and a value that is deeply rooted in our history and culture. The slogan was coined by founder H.O. Hirt, and is embedded in everything we do. Listen to how one ERIE Employee recently delivered this promise of service.

Eric Dill, a new Agent, was getting ready to walk into a meeting with a commercial Policyholder when he noticed an error on the quote he was presenting. When Eric called his DSM Rob Smith, at 6 p.m. on a Friday, he didn’t expect the service he received. Rob made sure Eric had the information he needed to secure the account.

Eric Dill, Agent, E & M Risk Management: “I called my district sales manager Friday evening. I was on the way to a hospital that ERIE had quoted earlier in the day and realized that my quotes were not what we had discussed with the underwriter, and I needed those changed before I presented them to the CEO and the board.”

Rob Smith, DSM, Columbus Branch: “What I did was got on my home phone, called our quote unit and put ’em both on speaker phone. They were just terrific — found out what the quote was, what we needed and got us the information, which was incredible on a Friday night.

“Eric was amazed with our response to the situation. He’d been with us for only two weeks and just could not believe that he could receive this service. And he noted that we are ‘Above all in SERVICE’ and we proved it that Friday night.”

Eric: “I was with another company for 16 years and this never once happened, so I wasn’t expecting it to happen in my first week on the job. I would say my response was one of shock and awe (laugh). I was very happy.

“ERIE, especially from the DSM level, has their finger on the heartbeat of what’s going on and what needs to go on in order for sales to happen and in order for business to be put on the books in a timely fashion.”

Rob: “I love being an ERIE district sales manager. It gives you the opportunity to help agencies succeed, write profitable business and it’s not an eight-to-five job. You’ve got to be available to them pretty much any time of the day. When you see ’em succeed, that’s what makes this job so much fun.

Closing: Stories like the one you just heard are one way that ERIE is keeping its commitment to being Above all in SERVICESM. Employees like this make The ERIE a unique and different insurance company.

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