Profiling Insurance Pros Under 40: Matt Mueller

College: University of Texas at Austin, 2007

Why did you choose an insurance job?

My grandfather and uncle have worked at this agency since 1964 and they wanted to perpetuate. They asked my cousins and me if we were interested, but the job sounded boring. I later interned and found I really enjoy helping secure coverage for small businesses and feeling that I'm a part of their development.

What's it like working with family?

My grandfather and uncle wanted me to write policies the way they always had: Visit every new client in person, handwrite notes and give a quote three days later. But my family was open to change. Now I bring my laptop and can offer services like e-signatures and PDFs. There's a lot to be said for the one-on-one in this business, but you must balance it with technology.

What charities interest you?

I have participated in the ALS (Amyotrophic Lateral Sclerosis, also known as Lou Gehrig's disease) walk for years—since I was in college and my fraternity sponsored one. On a personal level, my great aunt passed away from ALS recently. There is no cure, but I like to show people that I support them and that I want to build awareness for the disease. These events help me feel like I'm contributing something.

What sales strategies have you found to be successful?

I underwrite from Facebook or a client's website. I will telephone the customer and pull up his or her address on Google Maps, look at the satellite view and say, "Hey, you have this stack of lumber here that needs to be taken care of," or, "On Facebook I see that you allow people under 21 in your bar—that won't fly with this coverage."

What's your mantra for success?

Don't go in trying to sell, go in trying to educate. Give the customer options to fit his needs and he will make the sale for you.

How do you manage work/life balance?

I have a newborn, and it's hard to balance time with him while giving the same high- quality service that my clients are used to. What I am doing lately is delegating more, which is tough because I like to be hands-on with my clients and they like to speak with me directly. But I have learned that the customer service reps have more resources available and are more knowledgeable on certain subjects like financing or endorsements.