As local families navigate their way through the daily and weekly challenges presented by the current pandemic, they may still have a need to interact with their insurance agent or real estate broker. At a time of universal unease, it can be surprisingly comforting to make that call and be greeted with a warm and friendly human response. 

 

Customers and clients of the Cheney Financial Group in Damariscotta—comprised of Cheney Insurance, Newcastle Realty, and Newcastle Vacation Rentals—are welcoming that experience at a time when everything seems distant and impersonal. Even though all 30+ CFG associates have been relocated to home workstations and are interconnected by phone and video, reassuring and serving the needs of their customers in a friendly, positive way remains their top priority.  

 

For many years, the staff at Cheney Insurance have expressed how much they value working for a local independent insurance agency that is community-focused and known for building strong relationships with customers.  In this last month, employees have noted that conversations with their customers have taken on an even more personal note and are lasting longer than usual, as people want to connect with others outside their small sphere of self-isolation. These bonus conversations often have nothing to do with business—everyone just wants to know how each other is doing, and that we and they are OK. It is a chance for both parties to reassure the other that we will get through this—a reminder that we are all in it together.

 

As always, members of the business and personal insurance teams—while working from their homes—continue to personally answer incoming calls while providing 24-hour rotating coverage so their customers can always reach them at any time in the event of an emergency. Whether during the day or after hours, a customer can call anytime to speak directly to an agent if a serious claim occurs, to get prompt advice and reassurance. 

 

The team of brokers at Newcastle Realty have modified their business practices during the crisis to keep themselves and their clients safe. Property showings are conducted by video or with proper distancing, paperwork is executed electronically, and closings are coordinated to avoid the need to gather. While all NR Realtors are working remotely and interacting with the public and their clients on the phone or by video chat, the company continues to respond to incoming leads while bringing new listings to market. They are monitoring important statistics and publishing updates on their website at MyNewcastle.com. 

 

Business has certainly slowed, and many of the real estate staff are filling that extra time by engaging in professional training and development. The entire company of 20+ brokers meets twice weekly on Zoom to share new listing information and to talk about how their client interactions are going. It is a very supportive, team-oriented effort. Just as with Cheney Insurance, the brokers at Newcastle Realty are finding that their clients welcome an update call, which often turns into a more personal visit while everyone checks on the wellbeing of those around them.

 

The dedicated staff at Newcastle Vacation Rentals reports there have been very few cancellations for summer vacations to date, as folks anticipate an eventual return to normalcy. They are also having extra-meaningful conversations with local seasonal property owners about steps to take to ensure proper cleanliness and how to disinfect their cottage homes so we will all be prepared for visitors when the time is right. New cottage listings are being introduced, but NVR is also very aware that now is not the time to encourage unnecessary travel. They remain focused on preparing for when that is possible.