The Impact of the Stewardship Review
In the previous blog post, we introduced the concept of the Stewardship Review process I first came in contact with at Johnson and Higgins many years ago.
After departing J&H and starting The Addis Group in 1990, I blended key components of J&H’s large account service platform to create the Addis Process™ . I also made the careful decision not to include the Stewardship Review into The Addis Group’s “original”, middle market focused business model.
At the time I viewed the Stewardship Review as:
- Most appropriate for larger businesses.
- Tedious and time consuming. Expensive to deliver to the middle market business segment on a consistent basis. The ROI could not be justified solely as a client retention tool.
- Redundant. The risk management service plan and quality assurance protocols were already ingredients in the Addis Process™.
In 1999 Bill Rhodes, Founding Partner and Executive Vice President of The Addis Group, questioned the strength of the Addis Process™ without Stewardship Reviews. Bill believed, “the Stewardship Review must be seen as the first and most important piece of our insurance renewal process.”
With Bill’s guidance and foresight, The Addis Group created a streamlined Stewardship Review process focused on deepening client relationships, differentiating ourselves in the marketplace and enhancing our referability and retention results.
If done properly, the Stewardship Review would:
- Reduce outside competition on key accounts
- Create more referrals
- Enhance cross selling opportunities
- Improve our reputation and brand
Our streamlined Stewardship Review process became a way to improve our listening skills and truly understand the visions of goals of the client rather than a huge analysis of data.
The impact of the Stewardship Review was more than we imagined. The return on investment was immense as measured by reduced competition on outside accounts, cross sell and referral opportunities.