By Brooke Foster

A beautiful, carefully stitched quilt hangs in the Alfa Insurance service center in York, lovingly crafted by Janell Hughes for her Alfa agent, Audrey Graves. Hughes said the effort put into every stitch mirrors the attention to detail Graves has given her for more than two decades.

“Personalized service is an art, much like quilting,” Hughes said. “That seems to slowly be dwindling away. As an Alfa customer for more than 40 years, I can say that the personal service I’ve received from Audrey tells me that it’s stitched into the experience you receive as her customer. No matter what issue arises — an auto or weather-related claim that I’ve had to deal with — Audrey has always been prompt, thoughtful and personable.”

The two have formed a deep friendship over the years. Hughes often visits the local office, sharing with Graves what’s happening in her world — and what projects she has in progress.

One routine visit sparked an idea.

“I was thinking about what I could do with a stack of Alfa Insurance shirts I was no longer wearing, and then I thought about Mrs. Hughes and her quilts,” Graves said. “I asked if she’d be willing to create a quilt for me, and she gladly took on the task!”

Twenty-seven Alfa shirts were trimmed, laid out and pieced together to create Grandmother’s Flower Garden — a traditional pattern originating in the 1930s, famous for its hexagonal blocks arranged to resemble flowers. Dozens of buttons from the collars and sleeves were upcycled to spell “Alfa” across the fabric. 

Hughes delivered the quilt in December. 

“It’s rewarding to know a customer took time to put something like this together for me,” Graves said. “I’ll cherish it forever.”

Quality service, similar to quality stitching, takes practice, patience and empathy. Like Hughes’ ease with a needle and thread, Graves has honed serving customers and fellow community members into an art form.

“The best part of my job is the flexibility it gives me to not only take care of my customers but to truly get to know them,” Graves said. “Being accessible and providing a personal touch to let them know they matter speaks volumes. Whether they’ve hit a deer, lost their house in a fire or whatever the case may be, I’m going to be there for them.”

Customers often ask Graves about the bright, framed quilt on her wall, and she never shies away from sharing the story of Hughes’ kindness.

“More than a decorative piece, it’s a testament of loyalty, exceptional service and friendship,” Hughes said. “I’ve been quilting for 60 years. Of all the hats I’ve worn, quilting is the one thing that fills my life with purpose. It’s something I love that brings joy to others, just like Audrey brings to me. She’s a pleasure to work with, but more importantly, she’s just a great friend.”

To find a local agent who provides exceptional customer service, visit AlfaInsurance.com.