The office at Hatley Park Shopping Plaza (2244 Sooke Road) has nine employees and is open concept.
Bob believes much of his success is due to “being right there on the front lines.”
“When I overhear that a customer isn’t happy, and it’s usually related to a claim,
I get involved and interpret what’s going on in layman’s language. If I do that,
along with giving them some empathy, I can help resolve a lot of the problems right away.”
He trains his staff to have the same responsive attitude. “I tell them, ‘The customer is paying you, not me.
If we don’t have customers, you don’t have a paycheque.’”
Bob Lane has worked in Colwood for over 30 years. He started in the insurance business with
West Coast Savings in 1977 and held various positions there, including Risk Manager and Assistant
General Manager. On Jan. 2 /00 he launched his own business, Bob Lane Insurance Services.
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