Lessons From a 90-Year-Old Business

By SAMANTHA MARSHALL
Photos by JENNIFER GOETZ

If you were shopping for a 90th-anniversary gift, tradition would steer you toward something in granite, a symbol of long- term relationships. Such a sentiment perfectly commemorates MRH Insurance Group, a three-generation family business that built its reputation on the trust and loyalty of its clients.

The story behind MRH Insurance Group is a twist on the traditional tale of a business being handed down from father to son. Ross T. Hendrickson, president and owner, took over the firm from his father-in-law, Dave Robinson, who took the reigns from his father-in-law and founder, David McCune.

Since McCune opened its doors in 1932, the business has gone from a local Chanute firm, to a large local firm, to a regional firm whose footprint extends all over Kansas, including an office in Topeka.

“We practice extreme customer service.”
—Ross T. Hendrickson | President | MRH Insurance Group, Inc.

PRINCIPLES THAT BUILT A BUSINESS

While Hendrickson has expanded the firm both in size and offerings, he remains focused on the values McCune established in 1932 when he opened his community agency in Chanute.

“Treating our clients and employees like family is pretty key to how we do business,” said Hendrickson. “We practice extreme customer service.”

Business as usual for Hendrickson and his staff means continuing practices that may feel like hallmarks of the past, things like picking up the phone no later than the third ring. Industry-wise, his team stands out by making sure someone from MRH Insurance Group is onsite if a claim turns complicated.

“That’s the way it used to be, but now, when you have a claim, most of the time you get a 1-800-number and that’s it,” said Hendrickson. “We still stay engaged in the process.”

Hendrickson emphasizes customer service values both to honor his predecessors and also as an essential way to stand out in a crowded market.

“Insurance is, for the most part, a commodity,” Hendrickson said. “You can work with us or with somebody else, but for the most part, it’s insurance. When it comes to service, relationships, coverages, premiums, those are the areas where we have to work really hard to differentiate ourselves.”

A BUSTING BOOK OF BUSINESS

Since taking the helm, Hendrickson used his previous political experience to multiply the agency’s clientele several times over. While running campaigns for Ron Thornburgh, former Kansas Secretary of State, Hendrickson clocked hundreds of thousands of miles driving across the state to meet constituents. Those long road trips paid off in terms of future clients.

“A lot of our growth is tied to the relationships I built over many years,” said Hendrickson.

In addition to serving clients across Kansas, MRH Insurance Group’s book of business extends to 24 other states. Clients range across the board, from commercial clients, including farmers, hospitals, and other professionals, to consumers looking for home and auto insurance.

Seeing variety as a key to both growth and stability, Hendrickson made it a priority to expand the firm’s product line, in terms of carriers and lines of coverage.

“We don’t want to be tied to any one industry,” said Hendrickson. “We’re very much a generalist.”

Regardless of the size of the client, MRH Insurance Group holds itself to its usual standard of excellence.

“We put the same amount of effort into a smaller client as we would a high-profile client,” said Hendrickson. “We’d like to be associated with a clientele who expects good service, cares about relationships and is budget mindful. Those are things we’re looking for.”

Being an independent agency allows MRH Insurance Group to shop around to find carriers for clients with unique needs.

“We get calls from people who are trying to do something that just doesn’t fit a box,” Hendrickson explained. “We’re like specialists in that we’re able to go out and locate a carrier that specializes in what the client needs.”

IN IT FOR THE LONG HAUL

While Hendrickson has successfully grown the number of clients he serves, he said growing his staff has been much more challenging due to the tight job market across the insurance industry.

“Not a lot of people go into this industry anymore,” he said. “When you find good people, you want to treat them really well.”

Now a staff of 11 team members (Hendrickson specifically calls them “team members,” not “employees”), most of MRH Insurance Group is made up of people who have spent between 15 and 35 years at the agency.

Such continuity has only added to the agency’s customer experience, enabling clients to get to know who’s on the other line.

“Our greatest success is that we’re able to treat clients and employees like family,” Hendrickson said. “We’re always trying to honor the McCune and Robinson names through the traditions we’ve had handed down to us.”

Now 52 years old, Hendrickson has started to think about who will continue these traditions after him. So far, he said his two sons don’t seem interested. But, in line with the tradition of passing down the business to an in-law, Hendrickson said he’d welcome the opportunity to hand the reigns to a daughter- in-law.

“That would be very, very fine with me,” he said. “In the meantime, I’m staying in the saddle and hoping we can continue on to the fourth generation.”

LESSONS FOR LONGEVITY

So, what can other business owners hope to learn from a company with a 90-year track record?

For one, communication is key. Hendrickson trains his team never to make assumptions.

“That is when people get into trouble,” he said. “We practice extreme communication with clients to make sure everyone is on the same page.”

But more importantly, Hendrickson said it comes down to doing the right thing, even when no one is watching.

“You might never get thanked or paid back,” Hendrickson said. “But over time, when you have a reputation for being a straight shooter and highly ethical, you may not realize when you receive referrals or when someone has stayed with you. I think that’s made a difference.”