YOUNG AGENTS PERSPECTIVE

Agent Musso Insurance, Virden, IL

What have you learned from working with older generations? What do you feel they can learn from you?

I have learned multiple different things from the older generations, but I think the most important things are: to be honest, earn the client’s trust and respect, if you say you are going to do something, then do it, always own up to your mistakes when they are made and learn from them.

How have you seen changes in technology and communication impact our handling of risks, coverages, and claims?

Technology, I think, has made the biggest impact on coverages so far. They are starting to come out with coverage protecting the insured against cyber-attacks and ID theft, and I can see many more coming in the future as we adapt with technology.

What do you think will have the biggest impact on our industry in the next 5-10 years?

The biggest impact on the industry in the next 5-10 years will be legislation changes and agents/agencies being able to adjust to the new technology. Technology is the new future, so we have to be able to use it to our advantage but also know when to revert back to the old-school way when it is beneficial for the client.

Tell us a little about your background, current role, and how you got into the industry.

I’ve been in insurance for 17 years this year. Insurance was ultimately the first “real” job that I had. I am an agency owner and have been for two years now. I kind of fell into the industry. I worked for a tax preparation company in the same office as an insurance agency. The insurance agency had me start part-time doing cold calls. Then, a position became available to be a customer service representative. I ended up getting licensed shortly after and did a little bit of everything in the agency. Unfortunately, the owner ended up passing away, so I ended up purchasing the agency. I couldn’t be happier with my decision.

What do you feel are the “new” challenges young agents face in our industry?

One challenge is trying to keep up with the demands of instant gratification when it comes to servicing customers. Also, knowing when to take a break from working with access to everything at our fingertips.

What do you feel are the challenges young agents have always faced – and may continue to face - in our industry?

I think the challenges that young agents face are people not trusting them right away and being too new in the industry. I feel young agents have to prove themselves more than an experienced agent that has been in the industry longer.

We operate in one of the most multigenerational workforces of all time. How do you feel that impacts the culture of our agencies and our industry?

It’s exciting to know that we are operating in the most multigenerational workforces of all time. I feel like we all have something different to bring to the table, and we can all work together and learn from each other. We need to be open to doing that because it can really benefit all of us.