Agency Profile: Just Like Family

Employees say The Nitsche Group is like a family. But to achieve that kind of agency culture, the interview process starts before the actual interview.

Pam Machac, director of operations, says during an interview, you can’t always tell if a candidate is sincere and cares about their neighbors. To dig deeper into the candidate’s personality, she looks for a telltale sign: how they treat the receptionist when they are waiting in the lobby. Do they talk to the receptionist? Are they polite?

“We’ve had candidates be totally disrespectful to the receptionist but then come and talk with me and answer every question the correct way,” Machac says. “If you’re not going to respect the receptionist, then how are you going to treat customers when you’re on the phone with them and they’re starting to frustrate you?”

The receptionist litmus test has served the agency well in creating a tight-knit staff that supports each other inside and outside the office.

NINA SMITH, COMMERCIAL RELATIONSHIP EXECUTIVE

I started the agency in 1975. There were five employees at the time. We’ve gone from typewritersto computers to everyone sitting with three or four screens in front of them. You have to keep up with technology if you’re going to keep your accounts growing.

When I think of the agency, the first word I think of is family. One of the owners of the agency used to say the worst thing you can do is to not tell someone your problem, because the longer you keep it hidden, the worse it will get. If we know about it, we can fix it. You come to work and you know if you need someone to back you up, they will be there.

PENNY GARCIA, EMPLOYEE BENEFITS ACCOUNT MANAGER

This is a family-owned business, and it is very family oriented—not many places are like that anymore. It is a small town, and the owners have small-town values. It really does reflect in the success this agency has had with their clients, because they don’t just show support to employees. The clients feel the same way. And when clients trust you, they want to come to you for more of their business needs.

My favorite part of the job is seeing how clients appreciate our help in doing something they couldn’t do on their own. If somebody has a catastrophic event and I help them restore their lives back to the way it was before, hearing them say “thank you” makes me feel so good.

BRIGETTE BURTTSCHELL, ASSISTANT MARKETING DIRECTOR

I came on board in 2011 while my husband was deployed to Afghanistan. The people here came together and helped support me through a pretty difficult time in my life. It was like my husband became a part of the agency as well. When he returned home, employees here acted like it was like their husband or their son coming back.

The agency works with you to grow professionally and they support you through anything that can happen in life. We’ve rallied around employees who have gone through cancer, the loss of a spouse. It’s such a unique culture that really supports the individual.

As an agency we really resonate with other small and midsize businesses that tend to look for a partnership rather than just business decision. We work to cultivate lasting relationships with clients.

Photo by Don Hoffman