I thought I would work there for a few months and then return to grad school. I would tell my friends the insurance business was on six months' probation. (Photo: Shutterstock)

As you read this column, I will have been in the insurance business for 50 years. I interviewed for a job at an insurance company on the day Richard Nixon was elected for his first term. I was subsequently hired by Unity Mutual Life in Syracuse as an actuarial trainee. I thought I would work there for a few months and then return to grad school. I would tell my friends the insurance business was on six months' probation. Fifty years later, the probation has not ended.

I have learned many valuable lessons over those 50 years. This month I will share a handful of them.

Marty Traynor is vice president of voluntary
benefits at Mutual of Omaha.

1. Be aligned. Each of us may be individuals, but we only succeed by aligning with our customers. Aligning means our services will be relevant to customers, meeting their most significant needs. In aligning, our communications will be clear and the processes to support them will be as easy as possible for the customer to use.

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2. Be willing. Raise your hand! It's amazing how offering to take on a task or to do volunteer work elevates the people who step forward. Many people sit complacently and wonder why they are passed by. It's not the people who push to get ahead that win in the end, it's the ones who are willing to volunteer for the tough job no one wants to do.

3. Be fearless (Part 1). I have taken on or been given jobs that were, honestly, outside my comfort zone. One thing I liked about actuarial work was that it did not require me to stand up in front of people to make presentations. Like many, I had an aversion to public speaking. But when I moved into a different area, my new boss assumed I would be good at it and expected me to make a presentation to a group of brokers the day after I started. I had to find a way to be fearless—and I did. Many of us have a fear of speaking up or fear that what we have to say might not be worthwhile. Eliminate the fear. Write up ideas, practice and deliver.

Be fearless (Part 2). Be open and honest with customers and business partners. Be willing to say no, but do it well. The art of delivering “no” in a positive way involves presenting best alternatives: “We can't do exactly what you asked for, but here are some great alternatives we can help you with…” This is a talent that separates those who are winners from those who are only average. Being effective at saying no earns trust and respect. When you are afraid to deliver a “no,” you are ultimately of limited value to your organization.

4. Be prepared. Learn your business. Read. Soak up wisdom through discussions with customers and coworkers. Ask people at every level what they do and how they like it. Understand your organization's process from start to finish. Ask experienced people for advice, or mentorship. Most busy people will make time to help someone who is willing to learn. Often, this is paying forward help someone gave them when they were new.

5. Have trust. You need to exercise trust both ways. You must trust others. You must earn the trust of others. Do this by acting with integrity, being accountable and putting others first.

Bonus lesson: Find ways to become part of a great team. How? Find a great leader and you will find the great team. Once on a great team, be a great team player. Be aligned with your associates. Work to earn trust from everyone. Put your interests second to those of your customers and the team.

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