Perhaps it isn’t surprising that a woman who’s owned her own business in the female-scarce world of insurance for the past 20 years participated in her first business venture at age 8. Jeanne Buysee, owner of Jeanne Buysee Agency, grew up in central Illinois, and the paper route she took on in grade school was the first of several successful careers.

After attending Illinois State University for two years, Buysee concentrated on raising her children full-time. During that time, she volunteered with the Girl Scouts and later accepted a job with the Girl Scouts-Kickapoo Council as Camping Services and Property Management director. Having completed her degree while with the Girl Scouts, Buysee left the organization in 1982, wanting to find another position in social service. "There were very few jobs available during that time, but I answered an ad placed by American Family Insurance for career agents. I saw an opportunity to work in a service industry, I could educate others along with myself, and it would be my own business," she explained.

In the early 1980s, there weren’t a large number of female insurance agents, and Buysee said she was proud to represent women in a male-dominated field. "I spent a few weeks cramming for the license exam, and my business became official December 1, 1982."

Buysee explained the company sells its products through the agency system; agents are considered direct writers and sign a contract to be exclusive. "My agency started without any policy transfers, and I had to build my book of business starting with nothing, also known as Scratch Agency. For the first several months, I had my office at home, and every evening I would make cold calls-another word for telemarketing-to prospects, asking for the opportunity to quote their insurance. It wasn’t a fun process, and I was way ahead of the curve on the "Do Not Call" list that’s pretty much put a stop to telemarketing as I knew it. I decided relationship-building and consistent advertising would bring more business than cold calling."

As with most of us, she said her daily tasks take many different forms. "I give quotes for all lines of our insurance products and consult with current clients on changes that need to be made or additional coverage that’s needed. There’s a lot of phone work, and I see any number of people in my office who come in to make payments or request information and policy reviews. I’m the first-line underwriter and have to qualify prospects by looking at property and doing the reports on claim history, driving records, etc. And I’m always on the lookout for new business."

Buysee said she hadn’t planned to make insurance her career, but because she got into it to help others, the work has been gratifying. "Increasing the knowledge of my clients, as well as my own, is most rewarding. It isn’t just facts I need to know, but human nature. People come to us with their needs, and listening is the most important skill. I’ve come to learn that we may not always see the best side of our clients, and we have to keep in mind that we can’t always know what’s going on in their life and to respect them always."

While some aspects of the insurance industry may have changed over the years, there’s one factor that’s remained the same: competition. "Insurance rates are subject to so many variables, and people have a natural tendency to shop. All companies are experiencing rate fluctuations and tightening their eligibility requirements, and it isn’t as easy to move to another company if you’ve had adverse driving experience or certain claims. Customers are receiving discounts for longevity and no claims, as well as having all their insurance with one company."

Unlike in many other businesses, new technology has played a limited role in Buysee’s industry. "It’s helped save time in processing applications and payments and storing data. The Internet hasn’t materialized as a leading way to purchase insurance. I do get quote requests from American Family’s Web site, and I have some clients who communicate primarily through e-mail, but because insurance is such a personal purchase, people really want to know who’s handling their business," she said.

In today’s market, Buysee said the most frequently asked question she fields has to do with why a client’s insurance premium has increased. "I also get a lot of questions about coverage in particular situations. Today’s consumers are more sophisticated and ask good questions. Many situations are very simple, but some require the interpretation of the policy language by adjusters. I’m only authorized to settle small claims through our Quick Pay-and claims adjusters aren’t allowed to sell insurance; we all have our area of expertise. If there’s a problem, I always try to mediate a solution."

Her best piece of advice to her clients? "I always tell people to make sure they’re covering everything they love in this world, which most times includes their family. It’s always a mystery why some would prefer to drive the latest vehicle or live in the largest house but not be prepared if something would happen to them," she said.

Buysee said one of the biggest misconceptions people have regarding the insurance industry is that all agents try to sell you something you don’t need at a price you can’t afford. "Not all insurance agents are alike. We really have only one product, and that’s trust. If you don’t have trust in your agent, get a different one."

Another misconception is that insurance is like a savings account, and some people expect to get back what they’ve put in. "Not everyone is going to benefit from their insurance. The ideal would be to pay your insurance premiums and have only one claim-the one that pays the death benefit on your life."

Buysee said the best-and the most difficult-aspect of her career is the people. "I work hard at being the kind of agent they need and have developed many close relationships. Also, the freedom of being my own boss has given me the opportunity to work with people in many ways, which helps fuel my passion for social service work. The most challenging part is when the client and I don’t see things the same, and, of course, the customer is always right. So if our relationship sours and they leave my agency, I always thank them for their business and tell them if things don’t work out, they can always call." In her line of work, dealing with death comes with the territory, which she said can be difficult.

"The hardest thing to do is to deliver a life insurance death benefit. At the same time, however, it reinforces to me that I’m in the right business."  TPW