Matt Frierson, CIC
Partner Pierson & Fendley InsuranceAgency
Years at company: 9 years
College: Texas A&M University, '97; MBA: SamHouston State University, '98
Organizations & Awards: IIAT Young Agent ofthe Year 2011, Independent Agents of Paris

ReadMatt's previous nGI Q&A

Have you ever experienced any “generation gap” issueswith your carriers in terms of personal interaction or the productsthey offer?
When I first got into the industry there wasn’t a huge initiativefrom the company side to be innovative with technology, but now Ithink the carriers are constantly looking for ways to appeal toyounger agents whether by offering social media applications ormore streamlined and efficient rating systems. Just as with otheraspects of society, the quicker information can be accessed, themore ‘favored’ a carrier becomes within an agency.

How did you determine that insurance was a viable careerchoice?
Like many others, I initially entered the industry because offamily. However I quickly found out that insurance is a greatfield. The income and career potential is unlimited and it’sexciting because there is always a new situation or circumstance tolearn more about.

What’s the toughest thing about being a young agent in afield where the average age is 55?
The perception that comes from clients…in most cases, businessowners and executives are older than I am (and peer age to many ofthe other agents in the industry) so there’s an extra level ofcredibility that needs to be established.

How does technology fit into your workstrategy?
Technology daily plays a huge role in our office, but also from astrategic point of view. We are constantly looking for waysto become more efficient and utilize our systems in order to reduceoverhead costs and do all we can to take some of the stress out ofthe staff’s day to day job. Additionally, one of the great thingsabout our affiliation with the Combined Agents of America (CAA) isthe wealth of knowledge we can access so easily through otherindustry experts and mediums, like webinars, email and theproducers mentorship program. We have agents from acrossTexas, Oklahoma, and Kansas that are easy to reach and almostinstantaneously provide us with great feedback.

Read on for more from Matt Frierson

What is an important lesson you learned when joining aprofessional working environment?
How you see yourself will go a long way in determining othersperception of you. If you want to be a success, be aware ofyour actions in every aspect. If you treat your position as a‘job’, not only will others not take you seriously…but you’ll beginto believe it too. If you see your position as a career, youthink in those terms and others will see you as someone who’s gotbigger aspirations in mind.

What’s your mantra for success?
I don’t know if I subscribe to one particular phrase, but I keep itpretty simple: Be objective and do what’s right. Whether it’sa fellow employee or customer, we have a responsibility to havethat persons best interest in mind. Even if it costs me an accountor in a soft market makes the bottom line take a hit…people dependon us and trust us. We can’t ever lose sight of that.

What do you see Gen Y/Millennials struggle with in aprofessional environment? What advice do you have?
Understand that there is a balance. This industry inparticular has a lot of people who worked hard making calls anddoing things a certain way. With technology and society changingrapidly, younger workers need to understand that while their newideas and efficiencies are a real positive…there is a certain wayto navigate existing structures and cultures to capitalize on thoseimprovements without upsetting the applecart.

Where do you hope to take your career? What directionwould you like your career to go?
I have been blessedto get into this industry, I never anticipated being in insurancebut now I can’t imagine anything I’d rather do for aliving. With that said, I’m excited about the possibilitiesfor our agency in the future. Our goal is to be the leading agencyin our part of the state, and hopefully I’ll get to be an integralpart of that. I’ve got a management background, so I would like toget the opportunity to help shape our agency and strategicallyposition it to move from a local agency to a regional agency.

Read on for more from Matt Frierson

Gen Ys often change jobs—7 times in their 20s, accordingto research. How can employers retain young talent?
Iswitched jobs 3 times in my first 3 years after graduate school,and the reason was simple (none were related to insurance). Iwas tossed into a desk where I was asked to make calls and that wasit. No talk of how the company could benefit me or where myspot was in the future. Simply, commission. That isgreat financially, but I think younger workers are actually worriedabout where they will be 20 years from now and if the answer is‘still sitting at the same desk’ then many won’t accept it.Employers need to share their vision and let everyone know what thepossibilities are.

Many young agents enter this industry because otherfamily members work in insurance. What advice do you have whenworking with family?
It can be difficult sometimes,for sure, but overall it is a great experience. The advice I wouldgive would be to understand that business is business. Because youare family, don’t fall into the entitlement trap—that’s a recipefor disaster. Establish a plan and let everyone know what itis. That is difficult in certain situations, but it isnecessary.

What skills do you think young agents will need in2011?
They need to understand how to deal withdifferent generations. This is a people business, and you need tobe able to adapt. Insurance is a product everyone needs, butpeople need someone they can trust. Build therelationships.

What new technologies should young agents utilize to geta leg up in this industry? I think that the new generationhas many advantages with technology. Everyone can get their messageout easily, quickly. Young agents are far more savvy with thiselement, which is a huge plus. Take advantage of as manyavenues as possible.

What was the biggest challenge you faced as a youngagent, and how did you handle it? Thankfully, I guessI still qualify for a few more years so the process is stillongoing. I think that the biggest challenge I have had is whatI mentioned earlier. Just realizing that the downside tocalling someone is really pretty mild, a single word (“No”). Butthe upside is pretty great. Once I realized that, things havetaken off.

Matt Frierson was featured in the Sept. 2011 issue of AA&B. He is a partnerat Pierson & Fendley Insurance Agency.