Agency Profile: Talent Scout

Goss & McLain Insurance

Holyoke, Massachusetts
Founded: 1879
Employees: 13

Deborah A. Buckley, 60, has a keen eye for drafting successful insurance producers before they know what the job entails.

Soon after purchasing Goss & McLain in 2004 with the help of InsurBanc, Buckley moved to expand markets by becoming part of the regional Insurance Services of New England. Seeking a full-time producer, Buckley observed that most candidates did business the same old way.

Buckley found Michael Regan just out of college. He was a blank insurance slate who wasn’t headed down any particular career path, but he was also personable, outgoing and motivated—all characteristics of a successful salesperson. Eight years later, Regan, 31, is “going like a ball of fire.”

Recently, Buckley tapped another rookie who came to the agency as a temporary receptionist. He is now licensed and working full-time, and is also undergoing the agency’s paced and thorough training.

MICHAEL REGAN, PRODUCER

“You have to be able to roll with the punches, but honesty and integrity in this industry are what you need. Sometimes insurance agents have a bad rep because we try to help solve problems, but we do that by providing a policy that you might not use. That’s sometimes a big hurdle for us. If you know you’re honest and can provide good service, this is a great industry to get into.”

DEBORAH A. BUCKLEY, PRESIDENT

“I’m all about hiring people I think are a good fit, then training them. We teach them and allow them to absorb our culture. With new producers, I set realistic expectations. I tell them it’s not going to happen overnight and it might be three years before I break even on them. That relieves some pressure. As we expand, it’s nice to have young blood coming in. At the same time, our average tenure is 19 years. People like it here. We show them that they’re valued.”

SUSAN A. WARE, MANAGER, COMMERCIAL LINES

“We train our staff to uphold their own reputation and the agency’s. Anyone who deals with underwriting must know the customer, know the property and assure that it’s been visually inspected. So when we say it’s a good piece of business, it is. We need to sell what we’re supposed to be selling to the appropriate markets. That takes a lot of training. Our carriers trust what we’re telling them is true, and that goes a long way.”