For Matt Ricchini, an agency owner of State Farm Insurance in Sarpy County, the goal to give customers a great experience is not a business decision but a lifestyle.
"One of my sole purposes is to choose to give. That's the way I was brought up,” Ricchini says. This value permeates everything he and his team does, from interacting with customers to their involvement in the local community.
For their customers, it starts with an open conversation and exploration of options and leads to a long-term commitment from Matt and his team to help people when things don’t go as planned or hoped.
“When we talk to people about having an excellent experience, it might not be any time soon, it might be very soon, so what we want is for them to have a realistic expectation the day the unexpected occurs.”
According to Ricchini and State Farm data, these unexpected events happen 37,000 times daily across the United States. While Ricchini says some folks prefer a quick and cheap approach, his team at State Farm provides a more comprehensive approach. This involves conversations with potential and current customers to explore their options and assess their risk management fully.
“The excellent experience is demonstrated by asking questions that show we care, we want to help, and most importantly, get you a product that you can afford and deliver on a promise,” Ricchini says.
This level of personalized attention enables Ricchini's team to curate the right insurance solutions for each customer. "If someone wants thorough, comprehensive insurance, that's where we come in."
For his team, Ricchini emphasizes that this approach is more than just his own mentality; it is one adopted and forged into the State Farm team.
“It starts with hiring the right people,” he says. And, much like his own upbringing, he looks for those who have been raised with a giving mentality. “That’s the kind of person I want serving my customers.”
In the office, Ricchini says the team works like “a small family,” eager to step in and help one another and their customers whenever needed. The family feel comes complete with a pet: Philly, the miniature schnauzer. Philly's calming presence and friendly demeanor have become an integral part of the agency's customer experience, with many clients delighting in the chance to give him a pat or a treat.
However, the community extends beyond the office, with active involvement in the Offutt Advisory Council, sponsoring a youth coach-pitch baseball team, and other initiatives.
"To me, having a business that just receives from the community—it needs to give back," Ricchini says. "I once heard an analogy that we are designed to take stuff in and give stuff out—not just accumulate."
As Ricchini looks to the future, his goals remain to continuously improve the customer experience and deepen the agency's community involvement. "I get up every day and try to help somebody," he says. This mindset has served him and his team well and is sure to keep them on the path of success for years to come.
Ricchini encourages readers to visit teamricchini.com for further information.
"One of my sole purposes is to choose to give. That's the way I was brought up.” - Matt Ricchini