American Family 2010 Annual Report Download - page 9

Building value, one customer at a time.
Helping customers comes naturally to Alice Nguyen,
an American Family agent in Wichita, Kan.
“I don’t approach each of my customers as a
sales person, but more like a trusted friend. And I
offer really good advice on how to prepare for the
unexpected,” she says.
This philosophy has enabled Alice to build her
business and satisfy customers – like Israel Portal.
“I had been paying too much for car insurance,
so I met with Alice,” says Israel. “She explained
everything step by step.”
A sad event – the death of his brother – spurred
Israel to buy an American Family Life Insurance
Company life policy, too.
“My brother had no life insurance, and he had
three children,” says Israel. “This made me think
about getting good life insurance. So I talked
with Alice.”
Alice always describes, in practical terms, the value
of coverage and certain options.
“I’m always helping customers by explaining the
basics,” says Alice, adding: “When you take time
to explain options to customers, they’re not as
concerned with the price as they are with the
overall value of what you have just offered.”
Alice’s uency in Vietnamese, as well as the Spanish-
language skills of her staff, have come in handy
when talking with certain customers.
No matter what language Alice and her staff use,
they always strive to give customers the best
possible insurance value.
“I do my homework to offer what each customer
needs,” she says with a smile. “I love my job, and I
enjoy helping customers.”
2010 AMERICAN FAMILY INSURANCE ANNUAL REPORT 7