Since our founding in 1974, the word “service” has continued to be an integral part of our name and business.
Pipes Insurance Service is a customer-service driven insurance agency. It is our goal to provide the best possible experience to all of our clients. Whether it is finding a plan that best suits a customer’s needs, negotiating with companies to offer fair premiums, helping clients through the claims process, helping customers understand their coverage, or whatever the issue may be, our team is qualified and happy to serve. Pipes Insurance is an independent insurance agency, meaning we do not work for one insurance company. Rather, we offer a variety of products from a variety of different companies. Because of this, we are able to offer our clients a large selection of products from different carriers. Our insurance company partners are reliable, top-rated companies that carry products for all types of clients; from national corporations to newly-wed couples. This freedom to choose the products that we sell gives us flexibility so that we may find the best possible solutions for each customer’s specific circumstance.
Maintaining top-quality customer service is extremely important to us at Pipes Insurance Service. We strive to treat our clients respectfully and be available whenever we are needed. Our office hours are Monday through Friday from 9 am to 5 pm, but our professionals are available to contact at any time you need them. Our agents are ready to work with you to find the best solution to your insurance and financial needs. At Pipes Insurance Service, it is all about insuring your trust. Please give us a call or stop by. We would love to do business with you.
In 1984, Paul’s son, Scott, moved back to New Philadelphia after getting a bachelor’s degree in insurance from Bowling Green State University. Scott began doing business in the same building as his father; however, the operations were completely separate. Paul focused solely on property and casualty while Scott sold life and health insurance. All the while, the separate companies continued to grow.
In 1990, Scott bought into his parents’ agency, and the business began operating under the name “Pipes Insurance Service.” With news that Paul had a serious health condition, Scott purchased the remaining interest in the agency. Scott’s younger brother, Richard Pipes, a Kent State graduate, was working in the service industry for a national hotel organization at this time. Upon hearing of his father’s condition, Rick moved back to New Philadelphia to be with his family and begin working in the family business. In July 1993, Paul passed away.
Today, Pipes Insurance Service is owned by Scott and Rick Pipes. The company has nearly 20 employees, and operates out of four divisions: Personal Lines, Commercial Lines, Employee Benefits and Financial Services. The agency holds business with clients from multiple states, and continues to follow the same values that the company was founded upon.
BALANCE PERSONAL PRIORITIES – This job is not your #1 priority. Your spiritual welfare, family, and health are more important. This is not an excuse to do anything less than give 100% to your career. Set goals and be organized. If we are all able to do this, it will require everyone doing his or her share. You will have a difficult time getting to your family if you are always the one locking up, cleaning up, etc.
EXCEED CUSTOMER EXPECTATIONS – To exceed expectations, you must first know what they are, and then deliver more than what is expected. The customer is both our external clients and internal staff. Remember, your behavior affects our credibility with clients. Excellence today is tomorrow’s standard.
RESOLVE PINCHES – A natural outcome of communicating and working with people is misunderstanding. Resolve these immediately before they grow, fester and put a relationship at risk. If it is your pinch – initiate the resolution. If you are consistently having more pinches than everyone else, the problem is likely in the mirror. Give others the benefit of the doubt.
ENCOURAGE EACH OTHER DAILY – This is a mentally tough business. We solve problems for clients every day. Build up your teammates; acknowledge when they do something right. You have not earned the right to correct, coach or criticize if you have not recently encouraged.
DO THE RIGHT THING – Follow the guidelines, policies and rules. When problems arise, ask yourself, “What is the right thing to do?” This concept is both our vision and mission. The right thing always protects the customer, our employees and the company. Take action and report it. There is never an adequate reason to do the wrong thing.
BE A TEAM PLAYER – A team player recognizes the success of their team is the only way he or she will reach his or her potential. A team player uses their job description as a base guideline, not as a declaration of the only tasks they must accomplish on the job. For example, we cannot have the best facility if nobody contributes to housekeeping. A team player stays focused on the team’s success by giving his or her all. They accept losses, but will never let themselves become defeated. A team player values every other team member for his or her contributions. Be one another’s advocate and assume mutual accountability for success.
ERR ON THE SIDE OF ACTION – We have recruited great employees. We have excellent partners in the field. We have the leadership. Anything less than “number one” would be to sell our team, our company, ourselves and our family short. When you live on the mountaintop, everyone will observe and try to build higher. It is difficult to walk uphill every morning, but the view, prestige and honor of the mountaintop is experienced by few.
WALK THE TALK – “I’d rather see a sermon than hear one any day.” “I’d rather someone show me the way, rather than simply pointing toward it.” If you can’t live it, don’t teach it. If you can’t model it, don’t preach it. We must always be our own toughest critic. Reputation is easily lost, yet credibility is a continuous journey. Your behavior, follow-through and commitment affect our credibility. The old saying, “The chain is only as strong as its weakest link…” is true.
CREATE THE FUTURE – Trust your leaders and fellow team members. This trust is the lubricant of change. We must work to be given an opportunity to train our client’s employees, to sell to them, and to serve them. Being a member of this team is a privilege – while the invitation is open, the membership is earned. Be a continuous learner. To share in the profit, you must create a profile. Earn the respect of others through your professional skills, attitude and modeling of these principles.