Collage of COVID-19 related headlines and images

"I need to hear something good."

This is what my editor, Paul Wilson, told me more than three years ago when I started writing the series, "What's the Good News, Ladies?" At the time, many in our industry were bummed out and we needed some positive news to inspire us.

Fast forward to the present: My husband and I have both tested positive for COVID-19 and, although the symptoms are mild, I found myself being the one that was bummed out. I'm completely over seeing an inbox full of emails about COVID-19, what to do and what not to do, and I'm getting information overload on what carriers are doing. I just needed to hear something good.

This reminded me of the phrase, "Innovation is born from necessity." What a bold statement that rings so true today. I'm in NYC, AKA the U.S. epicenter of COVID-19, and it is definitely not business as usual. But we have found new ways to connect with family, friends and clients and also support them in ways we never thought we would before.

This got me curious to find out what other people were doing in our industry. I reached out to women who have been featured in the "What's the Good News, Ladies?" monthly series over the years and asked them what they were doing to support their clients during this time or what someone did for them that made a difference. Here's what they said.

Christy Aleckson | Single Point Advisors

"We had an emergency plan in our office built around the idea of the 'big one' earthquake. We flipped to our remote plan the second weekend in March. I shipped a secure laptop to my assistant, and we contacted clients to flip all meetings to phone or Zoom.

"I sent out increased communications to clients talking about the market drops and using behavioral finance coaching to help them make the best decisions for their situation. "I also had clients wanting to invest on the down drops. I worked long hours to get accounts open and funded.

"I've had many clients thank me for just being there and listening. Some of my clients live alone, and we've been checking on them. Mental health is important, too."

Alice Tang | BPG Wealth Management

"Peace comes from accepting reality and letting go of the specific outcome you expect. Control what you can control. We understand that our clients are facing some pretty big challenges right now so we are leading discussion on some of the biggest challenges facing leaders, which include: business and employment law, staffing, investments, SBA lending, communicating through COVID-19 and more."

Patricia Griffey | Page 1 Medicare & National President of NAHU

"The majority of my clients today are Medicare-eligible, which makes them high-risk in light of COVID-19. Prior to the pandemic, my appointments were face-to-face online applications at my office. In the last few weeks, carriers have quickly moved forward with CMS-compliant telephonic enrollment capabilities, as well as making it easier to do virtual online appointments. This is so refreshing! I have shared with my clients that they no longer need to meet with me in person. This change is being very well received, and eliminates the risk of exposure to the virus."

Esther Pipoly | Loss of Life Advocates

"This has definitely been a time of reflection for me and my company. I have been working these last few years to get people prepared in the event of a life transition and well, here we are smack in the middle of a life transition. I did a lot of evaluating around what exactly people needed right now, given some have lost their jobs, are unemployed and are truly contemplating life. How can we help them at some level?

"I was also heartbroken that for some families, their loved one goes into the hospital and is alone. I have two friends in San Antonio on life support, and not being able to comfort them or their families crushes me. My whole business is about supporting and guiding people during the darkest moments. The phone and video just does not replace the human touch.

"We have offered a free template so someone without a will in place could prepare a handwritten will as well as use our legal trusted partners to get their medical power of attorney and durable power of attorney forms prepared at reduced costs."

Juli McNeely | McNeely Financial Services

"We are reaching out to all of our clients just to check in. Our clients are like family, and we want to know they are OK during quarantine. They love that we take a few minutes to check on them. "We have also called our small-business clients to make sure they are fully aware of the CARES Act and the loan provisions that specifically apply to them. Most of them have been so busy trying to keep their businesses going they haven't had time to research the help that is there for them during this difficult time. We have received numerous thank you calls back.

"Lastly, we are going to be holding a webinar for our clients to keep them up to date on market volatility during this uncertain time. This is our time to shine and be there for our clients!"

Marcy Sanders | InoVentive Benefits Consulting

"We have been keeping our clients updated on everything from how to keep workers safe during COVID-19 to how to keep employees engaged while working from home. We have briefed employers on the new guidelines surrounding emergency FMLA, emergency paid sick leave, and unemployment. We are providing webinars for employers to inform them about the loans and grants available through the SBA and how to apply.

"We have also reached out to our community to assist business owners in applying for the Economic Injury Disaster Loan/Grant. We have opened our services to those affected by loss of coverage, enrolling them into the marketplace for free and adjusting members annual salaries that are already enrolled in the marketplace. We have successfully assisted approximately 100 small businesses thus far. It is our mission to keep our community going during this pandemic so we can thrive once this passes."

Susan Rider | Preventia Group

"I have been doing virtual coffees and happy hours that have allowed me to connect with more people. No travel allows me to focus more on our customer needs. I've seen that people appreciate the checks-ins, especially with video capabilities. Sometimes we even include their family members and pets. It allows the human side of us all to show.

"Together, we are learning, strategizing and finding new ways to tackle projects that were on the back burner.

"One of my interesting experiences has been that I just started with a new firm during the quarantine, and my on-boarding at my new employer included a video chat. Everything you would expect, with the exception of social distancing to pick up my equipment. I popped the trunk, items placed in, returned home, processed items through a decontamination station and then virtually installed needed software to hit the ground running."

Rachel Druckenmiller | Unmuted Life

"Leading up to and in the midst of the current situation, I've been using my voice for good to share messages of hope and encouragement via daily videos on LinkedIn. Sometimes I sing a song like 'This Little Light of Mine,' and other times, I offer quick mindset shifts to help people feel more empowered.

"I've also been offering virtual workshops on building hope and resilience. More than anything, I think what people need right now is to be encouraged. One of the phrases that I've been holding onto in the midst of this season is from a speaker named Steven Furtick, whose work I admire and follow. Let this encourage you today, too: 'Every season of struggle has an expiration date.'"

Chelsea Whalley | J Donovan Financial

"In recent years, some of my best clients have told me they enjoy our partnership because it is more than financial; it is human. When you start from the most basic concept of what it means to be human, it comes down to this: We all want to feel safe and we want to experience true connection. I know this is usually a little 'foo-foo' for the insurance industry, but in our current reality of a pandemic, these two concepts mean far more than a summary of what carriers are covering or a copy and paste of financial assistance updates.

"'Safe' in our industry is trusting your advisor to do the right thing with the company's finances and the employees' attention. 'Connection' in our industry is much more difficult to attain, because it requires being vulnerable, a place often labeled a danger zone in our business.

"As an advisor during this pandemic, it is possible to maintain your professionalism and fiduciary responsibility while also sharing in your clients' experience. For example, we have been creating two-minute digestible videos on legislation and financial assistance programs designed to help our clients get the big picture. In these short videos, I share that we are also applying for the assistance and that whether the person watching is a client or not, they can have access to our resources because we are all in this together. I have followed up with phone calls to clients, not to make sure they are paying health insurance premiums, but instead to ask only how I can help.

"Last week, a client told me that all she needed help with was finding 300 material masks for her nurses. We went on a mission and found someone to sew them for her. Clients always need our insurance knowledge and expertise, but now more than ever, they also want real and authentic connection. It is no secret that the role of the insurance advisor has been evolving and must continue to do so in order for us to stay relevant. I encourage other advisors to use this time to practice what can never be replaced by technology: the human component to what we do."

Heather Bowers | Lone Star Benefits, Inc.

"Our number-one goal has always been our clients. With business owners facing very hard decisions, I have reached out personally to each of them to encourage them, see how we can assist and let them know I'm available day, night or on the weekends."

Samantha Clark | Center For Wealth Preservation

"We have been working on several creative ideas in our office. To engage clients, one of our advisors sent out 1,000-piece puzzles to his clients with a note wishing them well and to let them know he was thinking of them.

"With all the information out there, we have been forwarding as much as we can to our advisors, without being too overbearing. We have weekly open forum meetings, helping advisors to connect and share something positive or negative that they are dealing with, weekly staff meetings in which we go around and see how each person is doing personally and what we can do to help. We also host a weekly happy hour, which is all fun, no work.

"We are designing company T-shirts through customink.com, pushing them out to our firm, and the proceeds from their purchases will go to the Long Island Food Bank. When we can get together again, we will all wear our shirts and never forget this crazy time! AALU/GAMA have been sending out daily info and webinars to help get information to their advisors, which has been a great help to us as managers in the field."

Suzy Alberts | Comprehensive Benefits, Inc.

"The big thing that I feel we need to do right now for our clients is just be there for them. Their worlds have been turned upside down and many are struggling to stay afloat. They are also getting bombarded with information from every corner of the earth. We try to be their 'one source' of correct and concise information.

"As with many agencies, we have placed a COVID-19 tab on our website for future reference. We are supporting our clients by gathering the information they need for the SBA loans and moving quickly when requests come in. As always, we are trying to take the day-to-day burden off of the HR staff so they can focus on other business matters.

"Not sure we are doing anything that is rocket science, just trying to support each client in the manner that they need. For those we have not heard from, I have reached out one-on-one, to ensure that they are doing OK. It's going to be a rough go, but together, we can make it through."

Denise Van Putten | Keyser

"This is certainly a difficult time for all of us, both personally and professionally. The good news is this is the time to shine, to be present, to bring value, and to show how much you care about your clients! I've been working more hours than I typically work during the fourth quarter; however, I am so glad that I can be the calm in my clients' storm. This, too, shall pass!"

Naama Pozniak | A+ Insurance Services

"During this strange and unique moment in history, all of us are hunkered down inside our homes, challenged by accepting, managing and dealing with the new norms. A necessary shift must take place in order for us to focus on our mental, spiritual, and physical health.

"I designed 'The Stress-Reduction Break' to teach and inspire positive, peaceful, and meaningful moments in our daily routines so we are unencumbered by toxic anxiety. Through short conversations and guided meditation, we learn to pause mentally and refresh. These sessions were originally designed for my remote employer and employee teams; however, I decided to revitalize the sessions to align with the current energy of the world at large—mind, body and spirit—at a time when it is most needed and offer them to nonprofit organizations, corporate companies, remote employees, friends, family and my own team members to instill the spirit of courage, unity, and support through this difficult pandemic. The goal for each session is to decrease worries and angst and to guide listeners to a place of peace and comfort, while offering important wellness advice."

Jennifer Warfield | National Life Group

"Right now, the simple things are especially meaningful. Humor has been a bright spot, and sharing a laugh is a way to instantly connect. I've also tried to share honest, positive feedback with others. A simple compliment can brighten a day and right now, I'm constantly reminded how important and valuable my relationships are. I want them to know that."

Cerrina Jensen | CoreMark Insurance Services, Inc

"Amidst the obvious tragedy of this pandemic, I am honestly more grateful than ever. This global experience has forced me to stop and smell the roses, as they say. To come face to face with the reality of what truly matters, and what does not. To engage with my clients and their employees on a much deeper level. To appreciate simple pleasures like a hug, a social event, a restaurant experience, a full paycheck, plenty of essential supplies, etc. And, ironically, I've reconnected with so many fellow humans, and my own inner spirit. It's almost like I needed this peace and quiet to reset, recharge and reignite on a soul level. So, while I join the globe in mourning the tremendous loss of life and prosperity, I am looking forward with great enthusiasm to the other side of this thing."

Megan (Cook) Narrance | Adept Benefits

"Our efforts have varied during this time, one of which has included creating custom masks for a few of our larger clients. We have also been sending out paper masks and hand sanitizer to clients that are essential businesses and still working but trying their best to take care of employees. We have had several Zoom meetings with clients to help them through furloughs and terminations and really just be there as a sounding board as they make difficult decisions."

Wendy Keneipp | Q4intelligence, LLC

"The power of listening and allowing for a space to talk, open up, share concerns and work through thoughts and feelings cannot be understated. Whether it's with your team, your clients, your prospects, or your partners, proactively create that space for open dialogue.

"This is how so much of our time has been spent on coaching calls for weeks now. Helping people work through things from staff to clients to prospects to marketing. All the 'Should we, shouldn't we, how do we?' questions and deliberations. And to see people go out and put things into action afterwards, it's making a real difference. We need our leaders to feel some degree of confidence and we have to give them the space to find it."

Angela Ribuffo | Raion Financial Strategies LLC

"I have spent the last weeks in contact with my clients through a group email I send out on the current status of the market, or the coronavirus and answers common questions that may be asked. I have connected with them through Zoom meetings and phone appointments as well. All in all, my clients have been doing well."

Pamela Sams | Jackson Sams Wealth Strategies

"It has been a long few months, but a lot of good things have happened, despite the tumultuous market conditions. I have had a chance to have more in-depth conversations with clients during this time. I reached out to all of them when the markets began to crumble to get a temperature on how everyone was doing. Most were not happy, but knew they could and should stay the course. Some were a bit more skittish. I had to sell out of some positions for those people. I obtained my Behavioral Financial Advisor designation at the end of last year. It has come in handy during this time to talk to clients about their values and goals instead of focusing so much on the volatility.

"The silver lining is that I have more people inquiring about my financial planning services. In the last four weeks, I have taken on four new clients. It is truly about being a trusted advisor to those who need you during this difficult time."

I'd be remiss if I didn't share my own thoughts. When my brother was sick with cancer when we were kids, the chaplain at St. Jude Children's Research Hospital told my mother, "You have to be a gracious receiver." Badass that I am, I have learned to let people do for me.

I can't tell you how many industry friends have reached out just to check on me and offer support. I have had people send masks, go food shopping for us, and FaceTime to see how we are doing. It's been amazing to feel connected when we had felt like we were on an island. There are truly so many incredible people in my life, including so many women on this list. I want to thank these incredible women for working hard to make an impact in our industry during this difficult time. They all serve as a shining light in such a dark time and I am grateful to have gotten to know them all through the years. Stay strong, my friends.

Susan L Combs, the 2017 Broker of the Year, is the CEO of Combs & Company, a full service insurance brokerage firm.

Read more:

Instant Insights /

Look for the good: How brokers and consultants are weathering the pandemic

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