Published by Matt Myers on April 2nd, 2024

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For the last 20+ years working in the insurance industry, I’ve always felt I was a student of the game, or rather, a student of the industry. I’ve found that keeping that mentality, even to this day, has helped me continue to be successful. And more importantly, it’s helped me be as effective as possible in helping protect the policymakers we serve.

However, there are many facets to being a student of the game, and it’s certainly not as simple as just “going above and beyond.” Let me show you what’s worked for me throughout the years, and what may work for you, too.

Being a “Why?” person

Growing up, I was always the kid that asked, “Why?” I wanted to know the answer for myself, not because something simply was or had always been that way. For my parents and friends, it was likely frustrating at times, but it opened my mind up to examine the endless possibilities of how people operate. For me, trying to understand the “why” in the early stages of my career helped me wrap my head around the true needs of the policyholders and what I needed to do to communicate those needs to clients.

Part of being a student of the industry is recognizing that this is an industry that requires continuous learning and education. Times are changing—client expectations around enrollment, benefits management, and employee communication aren’t what they were 10 or even 5 years ago. If we’re not keeping up with those changing needs, we’re going to be left behind. Thinking about the “why”—whether it’s about the products, the clients, or the road map to winning a case—can help you stay informed about industry trends and provide better benefit solutions.

Never underestimate the power of listening

A while back, I was part of a large finalist presentation, that could have ended poorly had I not recognized the importance of listening. When the meeting began, an executive in the room started by spending several minutes talking about themselves and the company—the positive energy leaking from the room was palpable. As a student of the game, I knew that once it was my turn to speak, I needed to audible away from my original talking points to gain the room back.

Rather than talk about myself, I looked at the room and asked, “Before we move forward, I would love to know, what exactly is it that you need from my colleagues and I, the company, and the solution you’re searching for?”

Before I knew it, several breakout conversations were happening at once, and there was a drastic change in energy in the room. The client was energized by our willingness to want to learn and understand their wants and needs. I’ve had former colleagues tell me, “You have two ears and one mouth—use them proportionally.” And that’s exactly what we did. Our ability to listen with the intent to understand helped us foster a deeper client relationship, built trust, and ultimately led to success in selling the case. You don’t learn by talking, you learn by listening!

Always putting on a smile

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Early in my career, I had the incredible opportunity to have Chip Taylor as a mentor. For anyone who knew Chip, he always brought a smile to work. You could see how that positive energy translated into earning sales. I knew that to be successful in my career, I needed to do the same. I made a conscious effort to approach each day with positivity, and it worked.

Having a positive, can-do attitude goes a long way to fostering trust, rapport, and positive relationships with clients. And it’s an approach that pairs with the importance of listening. If you take the time to understand your clients, then you have a better chance of finding a positive outcome. I’ve seen many instances where, when representing a carrier, what initially is a “no” can become a “yes” just by gaining a better understanding of the roadblocks. Approaching those situations with open ears and a commitment to find a positive outcome make all the difference—it’s infectious.

That flexibility, born from listening and a positive attitude, can be the difference between earning repeat business and referrals.

Being a student of the game isn’t about a destination, it’s about the journey. It’s ongoing and doesn’t stop—nor should it. It’s about one's commitment to continuously learning, evolving, and enjoying the journey. To me, that commitment to being a student of the game is an approach we can all emulate to deliver better solutions for our partners and clients