Agency Profile: Finding True North

Dyste Williams Agency

Minneapolis, Minnesota
Founded: 1934
Employees: 25

When Jack Dyste welcomed a third generation to the agency founded by his father, Lauritz, he taught his son Ted “what I couldn’t learn through a formal education,” Ted says.

In due course, Ted conveyed that same lesson to his own son, Nels—that the insurance business is about the heart, not the mechanics: “If you have the ability to build relationships, you can be successful. And that means doing what’s right for people.”

The firm has acquired 11 other agencies since 1992 and, with five producers, is dedicated to building relationships with small business clients by providing resources that large firms can access more readily.

Jack recently passed away, but his legacy lives on. “He showed me my true north,” Ted says.

NELS DYSTE, VICE PRESIDENT

Our agency encourages continuing education for all employees, including Certified Insurance Counselor program courses, Minnesota Independent Insurance Agents & Brokers Association conferences, carrier meetings and Applied User group meetings. On Tuesdays, we have 20-minute employee “standup” meetings to highlight key items for the week. Those are followed by 30-minute department meetings. These weekly meetings enable the team to understand what management is planning, and management to understand what challenges and successes are happening with each team member.

TED DYSTE, PRESIDENT & CEO

We firmly believe most small business owners have not had the same access and level of service as is afforded to larger commercial accounts, and it is arguably more important—small businesses don’t always have the same in-house risk management resources.

We have a strong focus on outpatient health care, including optometrists, veterinarians, and especially dentists and oral surgeons. We also work with a large number of nonprofit organizations and technology firms and have a growing base of clients in the craft beverage industry.

Our next big investment will continue to be in our team members. We want to ensure that every generation is on its way to being as talented as those before them. And we don’t want to underestimate the amount of time necessary to properly put in place a succession plan for a veteran staff of 20-plus years. Transitioning those relationships is key to good retention of accounts and positive experiences of clients and account executives alike.

VALERIE JOHNSON, VICE PRESIDENT, OPERATIONS

Phone calls and annual reviews are the hallmark of our agency’s service. Our biggest challenge is helping a client realize the importance of reviewing their coverage and taking the time to sit down. We meet over lunch hours, on weekends and during the evening hours to be more accessible to our clients. We regularly speak at and support educational events for target industries. This has helped us establish our credibility, share our experience and develop positive industry relationships with both clients and referral partners.

We have team members with both young and aging family members, so it’s important to be flexible with working arrangements. Our teams work nine-hour days, Monday through Thursday, in order to have alternating Fridays off to run errands, go to appointments or spend time at home. Half take one Friday off, and the other half take the next Friday.