I’ve talked to countless colleagues from around the country who are at their wit’s end with abusive clients, ill-mannered employees of clients, overworked staff, and personal exhaustion.
I’ve been reflecting a lot lately about the most recent 4th Quarter. I’ve talked to countless colleagues from around the country who are at their wit’s end with, let’s call it for what it is: abusive clients, ill-mannered employees of clients, overworked staff, and personal exhaustion. In our office, we did a postmortem earlier this month and vowed that “we aren’t doing things that way EVER again.” But the thing is, we didn’t change anything from years prior – the change came from the people and personalities of those we encountered. This is making us take a step back and figure out which systems, policies and procedures we can put in place so we don’t have a repeat in 2024.
But one word keeps coming up: boundaries.
Now, I know many of us pride ourselves on our lightning-fast response time, but the expectations of instant gratification in all aspects of our life seems to be reaching a whole new level. I can’t tell you how many times our office gets an email after 8pm from someone, only to have them “follow up” again by 7 the next morning. If the tables were turned, do you think they would want one of their clients treating them this way?
I began taking only scheduled phone calls about 10 years ago, which was really hard to do in the beginning. But man, this was one of the best decisions I ever made for myself in business. I found that if I was working on a project for a client, and then I answered the phone, it would shift my attention from what I was doing. I would then have to take the time to help or delegate and then shift my brain back to the project I was working on. It was incredibly inefficient.
I have other colleagues who only check their emails twice a day and block out their calendars so their office knows exactly when that will take place — and clients also come to know that routine eventually. I’ve never been one to do that, but I block my calendar like nobody’s business, and stick to it about 90% of the time. My office knows which blocks can be shifted if a call or meeting needs to be scheduled, but they also know not to delete any blocks.
I also think it’s interesting that different parts of the country have different expectations. We are in NYC, where everything was needed yesterday. And for the most part, we seem to always have this magic wand to make that happen. But heading into 2024, we are going to start being harder on deadlines and what is expected from our clients, because our office is the one who suffers with the extra hours and extra stress while our clients carry on during the holidays footloose and fancy free.
I saw a sign this morning that said, “Sure, let me drop everything to fix the problem you caused.” And it honestly made me laugh out loud, because if you are in this industry, you know how true that can be. You can educate, you can explain, but people want what they want when they want it, and they want you to make it happen at all costs. I still laugh when I remember a client firing me and threatening to sue me because I wouldn’t put his unborn child on the health insurance before the birth. Yeah, he really didn’t have boundaries….
So, what are your plans for 2024? Are you making some shifts in your office? Are you adding new staffing roles? Working with new vendors? I’d love to hear what’s going to set you up for a successful 2024!
Guess what’s next week?! It’s BenefitsPRO Broker Expo time! This is one of my favorite conferences every year and this year we are doing the Fast & Furious Session from the main stage! So if you haven’t already registered, make sure you handle that ASAP! Since it is virtual this year, if you are a broker or agent, you can get in on the fun for no charge and learn what the rest of us already know about this great show!
In July, we kicked off our Wonder Woman Mastermind group, which was the brainchild of this series. We had a wonderful first meeting, where we shared some excellent marketing ideas with each other. If you are looking to be inspired by more women in our industry, please meet Bobbie and Deidre. Both women are breaking down barriers for women in our industry with personal impact and mentorship.
“The past 12 months have been focused on growth, speaking and mentoring! Due to all of our recent exposure and hard work, Benekiva was invited to participate in Mass Challenge FinTech Accelerator. We were selected out of over 300 applications globally and are proud of this recognition! Our impact in the industry has also increased as we’ve grown the number of carriers we work with from three to nine over the past 12 months. Personally, I was invited to speak at over 25 events in the last year, on topics such as InsurTech, innovation, customer experience, digital transformation, Blockchain, startups, women in tech, and diversity and inclusion. I’ve meet so many dynamic people along the way. Lastly, we have been able to mentor many startups and logged over 250 hours to help the startup community nationally.”
“I constantly think about the legacy I want to leave. My goal is to diversify the C-Suite and change the image of what a leader “looks like.” While companies promote diversity and inclusion, data shows the existence of pay disparities and glass ceilings amongst employees. Last December, I took the leap to become a full-time entrepreneur, providing personal brand coaching to ambitious but undervalued diverse talent. Nothing could have prepared me for what was to come. The biggest surprise has been, that in the midst of a global pandemic, unstable economy, and racial unrest, my clients are winning. For example, Uche, a first-generation African American woman, just landed a new job making 20% more pay and with the dream title we planned together. Why am I celebrating this as a personal win? It debunks the myth that top-notch diverse talent doesn’t exist. So. I encourage us all to mentor, hire and promote diverse talent.”
Know a great rockstar woman in our industry who’s doing amazing things? If so, I’d love to connect! You can just shoot me over an email with their information or feel free to make a virtual introduction to me at scombs@combsandco.com. Stay safe and mask up my friends. Hope to see you August 18th-20th at the BenefitsPRO BrokerExpo!
Hello from the Covid-19 epicenter, aka NYC. I don’t know about you all, but the past few weeks have been crazy, exhausting and just plain sad at times. It is definitely not business as usual here and I know that’s true in many other places as well, but I also know we will all make it through this time. One of the things that has kept me going during quarantine is connecting with the incredible women from our industry who are still able to share some great ideas with me about what they are most proud of in the last 12 months. Be on the lookout for another article coming soon that will include many of the featured women in this series who will share what they have been doing to stay connected with their clients during all of this.
This month, I’m going to introduce you to two new friends who have been a great source of information and support for me during this time. I know I have said it before, but it is so important to develop these peer-to-peer mentorship relationships, because when there are rough times like these, we pull each other up and help each other to excel. Please join me in welcoming Chelsea and Jennifer to the fold.
“In the past 12 months, my biggest accomplishment has been learning that my business is not actually about me.
When I owned my first agency, I was infatuated with the idea of developing other agents. While this sounds admirable, I was truly motivated by the energy rush I received seeing others succeed. Even though I was helping others, at the core of it all, it was still about me.
Even in my second agency, there have been times when I put together the best options for a prospect to save them money and time; yet, I still don’t win. When this would happen, I would make it about me (my presentation skills, my sales skills, etc). Perhaps it was, but there’s a good chance that it was about one of the million other factors that business owners consider when making decisions.
The truth, and my biggest lesson, is that nothing is about me. I have learned that the only way to truly scale my business and help as many employees and clients as possible is to let go of the belief that the outcome is directly tied to my worth as an advisor or as a person. With this, I can finally be present and enjoy the work I am doing.”
“I’ve been in financial services many years and I’ve never been more excited to do what I do. My passion lies in supporting women and giving back. In my role, training and developing agents to build their business, I’m able to do both. I’ve seen great success among the women leaders who count for almost half of my business. In the last year, I’m pleased to have been highest-producing field leader at my company, hitting record sales. And helping my agents learn and grow gives their clients peace of mind.
One of the best aspects of our industry is the relationships among the women within it. I am fortunate to be supported and inspired by many great women. In 2019, I was named WIFS Woman of the Year, a wonderful honor. Celebrating success within our field is an important way to create community and inspire the next generation.”
I know that I, as well as the crew here at BenefitsPRO are thinking of everyone during these uncertain times. As always, if you know of great women in the field who are working hard to make this this industry even better, send an email introduction to me at scombs@combsandco.com. I’d love to connect! Stay safe my friends.
So, we made it through the “month of Mondays” and now we’re back at it! Not sure about you, but things have been crazy for me. I’m sitting here on a plane, and it is literally my sixth flight in five days! I swear I have aged five years this week! I’m very excited to introduce you to my new friends, Kimberly, Sharon and Susan! These women were all introduced to me by a fan of this series, Eric Silverman! Eric is a great advocate for our industry and for women in our industry, so I love the extra support he has been providing to this column by making great recommendations for some incredible women in our industry! I really think you’ll be wowed by these women. I know I was. Click here to keep reading!
Happy Holidays! Man, this year went by quick! We are in the home stretch of open enrollment in our office and we are definitely looking forward to a break, as we have been very busy! It has been so much fun to meet so many wonderful women in our industry this year from around the country and feel inspired by their stories. I’m very happy to share the news of Erika, Grace and Pam as we round out the year, and the remarkable things they have been doing in 2017. Have fun getting to know these exceptional women. I know I did! Click here to read more!
March Madness is upon us! This is one of my favorite times of year! It sounds like bracketology will be interesting this year, as there really aren’t any major standouts, so anyone can be Cinderella at the ball! I’ve been also gearing up for speaking season and looking forward to heading out to Denver to speak at the WIFS / NAIFA event. I will then be heading to San Diego for the BenefitsPRO Broker Expo and I’m looking forward to making some new friends from around the country!
This month, I’m very excited to introduce you to my new friends, Paula, Allison and Cerrina! These women are doing fantastic things in the industry and I’m very happy to have them be part of the WTGNL Crew!
Click here to read about Paula, Allison and Cerrina!
This is a special edition of “What’s the Good News, Ladies?” because I get to toot my horn a little and highlight some great women! Last month, I mentioned I was getting ready to go to the Women in Insurance & Financial Services (WIFS) National Conference and I’m ecstatic to report that I was awarded the organization’s highest honor: the Woman of the Year award! I was beyond thrilled and honored to be selected by my peers for this prestigious award from an organization that’s mission is to attract, develop and advance women in our industry.
While I was there, I got to meet Christine, Claudia and Kate. These fine women were the three finalists for the WIFS Fast & Furious session, where they are given 45 seconds to share their best business practice that has helped take their business to the next level. Click here to continue reading and to be inspired!
Fourth quarter is here and open Enrollment is upon us! Who’s ready? Can’t ever say our industry is boring, can we? I’m gearing up to attend the Women in Insurance & Financial Services (WIFS) National Conference next week in Minneapolis and excited to meet a bunch of Wonder Women there! This month, I’m happy to introduce you to three women that I know will be killin’ it in the fourth quarter! Click HERE to be in awe as you meet Rachel, Michelle and Rachel!
I can’t believe that the summer is coming to a close! So true what they say: The older you get, the quicker it goes! I know our industry has seemed like a tennis match this summer with the various proposals on health care, so I’m sure you all need a break if you haven’t had one already. I’ve never watched so much C-Span in my life.
Since open enrollment will soon be upon us again, I hope you have all had some R&R time to unplug yourselves and your business. I find it is so important to recharge and come back to work with a fresh mindset! This month, I’m excited to introduce you to three women I admire and have had the pleasure of working with either through associations or my practice. Click here to feel inspired as you meet Brittany, Denise and Susan!
Happy anniversary, ladies! This month’s column marks our one year anniversary of this series! I can’t believe how fast it has gone!
I’m happy to report that my sister-in-law gave birth to a 7lb 1oz baby girl named Josephine on June 19th, and we are all so in love with the new addition to our family! I’m already educating her on insurance and financial services and planting the seed of succession early.
This month, you’ll get to meet some great women from different corners of the U.S. Click Here to feel inspired as you meet Alice, Kristin and Laurie!
I can’t believe that the summer is coming to a close! So true what they say: The older you get, the quicker it goes! I know our industry has seemed like a tennis match this summer with the various proposals on health care, so I’m sure you all need a break if you haven’t had one already. I’ve never watched so much C-Span in my life.
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