Congratulations to Tracy Atondo, Brittney Brockhouse, Brenda Kraack and Brad McMinn for winning the Silver Circle Award for Customer Service for Quarter 1 of 2026. Read below for their insights and thoughts on delivering exceptional customer service!
Tracy Atondo, West Region Senior Adjuster
How would you define excellent customer service?
Excellent customer service means being present, responsive, dependable, knowledgeable and trustworthy. It’s about making customers feel supported and genuinely caring in every interaction. Listening with intention and building trust through consistency.
What personal attributes do you believe set you apart in your approach to serving customers?
I take pride in my work and in how I show up for others. I stay calm and solution focused, listen carefully and communicate clearly so people feel heard and respected. I stay accessible and I try to anticipate their needs before they have to ask. I lead with empathy and genuinely care about the people I work with.
What motivates you to consistently deliver great service, even during challenging moments?
I truly love what I do. I know that in our industry, especially during claims, situations can be stressful and time sensitive. Behind every claim is a grower who has invested time, money and heart into their operation. During challenging times, they are often facing uncertainty and stress. If I can bring clarity, calm and reassurance during those moments, that is what matters.
What advice would you give to others who want to elevate their customer service impact?
My advice to others would be simple; be present and be available. Follow through on commitments, respond promptly. Being reliable, attentive and genuinely invested in the people we serve is what truly elevates customer service.
Brittney Brockhouse, Agency Services Team Lead
How would you define excellent customer service?
Excellent customer service means making it easy for customers to get what they need quickly, accurately and with genuine care, while leaving them feeling valued and confident in us. It’s not about a single interaction; it’s about consistently creating experiences where customers feel understood and trust doing business with us again.
What personal attributes set you apart in your approach to serving customers?
I focus on going above and beyond by anticipating customer needs. I don’t see service as simply answering questions, I see it as ensuring customers can move forward confidently without needing to come back for additional help.
What motivates you to consistently deliver great service, even during challenging moments?
I’m a problem solver by nature and motivated by working through complex situations to find the best possible outcome. I also take pride in being someone others can rely on, both my team and our customers, especially in stressful situations.
What advice would you give to others who want to elevate their customer service impact?
Focus on anticipating needs instead of only responding to the question in front of you. Timing and accuracy matter and being proactive reduces back and forth while saving time. Clear communication is especially important when sharing complex information so customers understand the answer the first time.
Brenda Kraack, West Region Underwriting Supervisor
How would you define excellent customer service?
An important asset to excellent customer service is exceeding our customers’ expectations to go above and beyond their needs.
What personal attributes do you believe set you apart in your approach to serving customers?
I try to always return a phone call or email immediately and make sure our customers get a personal touch to their needs.
What motivates you to consistently deliver great service, even during challenging moments?
My biggest motivation would be my relationship with my customers, both internal and external. It’s imperative that I always deliver the highest quality of service to show my loyalty and accountability.
What advice would you give to others who want to elevate their customer service impact?
I would say to actively listen to your customers’ needs and always give them quick and clear answers. Build a relationship with them to build trust.
Brad McMinn, AVP of Programming
How would you define excellent customer service?
To me, excellent customer service means going beyond simply meeting a customer’s expectations. It’s about truly understanding their needs, addressing their concerns effectively and creating an experience that leaves them feeling valued and appreciated. It’s not just about solving problems, it’s about doing so with empathy, clarity and a genuine willingness to help. I believe it also involves proactive communication and a commitment to making sure the customer feels heard and respected throughout the entire interaction.
What personal attributes do you believe set you apart in your approach to serving customers?
I think my ability to empathize with customers is one of my strongest attributes. I genuinely care about their concerns and make it a point to understand their perspective. I also pride myself on being an active listener, which helps me fully grasp their needs and respond thoughtfully. Patience is another quality I bring to the table, especially when situations become challenging. I enjoy solving problems and finding creative ways to address issues and I’m adaptable enough to tailor my approach to fit each customer’s unique situation. Above all, I strive to maintain a positive attitude and a commitment to delivering the best possible service.
What motivates you to consistently deliver great service, even during challenging moments?
What drives me most is the satisfaction of knowing I’ve made a difference in someone’s day. Seeing a customer walk away happy and feeling supported is incredibly rewarding. Challenging moments are opportunities for growth and I embrace them as a chance to learn and improve. Ultimately, I find purpose in knowing that my role helps create positive experiences and solve problems for others.
What advice would you give to others who want to elevate their customer service impact?
If I were to give advice on improving customer service, I would start by trying to truly understand what the customer needs. Clear communication is essential. I always strive to be professional and straightforward and make sure the customer understands the solutions available. It’s also important to stay calm under pressure; maintaining composure can help diffuse tense situations and build trust. Seeking feedback and being open to learning are great ways to continuously improve. Finally, I’d encourage others to go the extra mile whenever possible. Small gestures can leave a lasting impression and show customers how much you care.