The Power of Face-to-Face

- This is a guest blog entry by Marlene D’Ambrosio, one of Ovation’s dedicated Senior Account Managers.

Yes, I admit it. I am a child of the late 60s and early 70s. Back then the world was smaller and the relationships were built on face-to-face communication. Growing up in a small town in Western New York, we knew our banker, our service station attendant and our local pharmacist. Part of doing business with these folks was developing a trusted relationship. They knew our families, where we lived, and we knew that about them.

Somewhere during the ‘80s with the rise in popularity of computers, things started to change. On-line banking eliminated the need to go into the bank and talk with the tellers, our service station became self-service, and our local pharmacy became part of a chain. Obtaining these services for the most part has certainly become faster, more convenient, and above all, less personal.

When I entered the world of insurance in the mid ‘80s many of these changes were taking place in the business world. All of a sudden everything was expected to get done quicker and without face to face interaction. Phone calls and letters were replaced with fax and then e-mail. Now we are all on Facebook, tweeting on Twitter, and texting each other. All done without ever shaking hands or looking someone in the eyes.

I believe that the best part of working as an Account Manager isn’t the insurance; it’s the importance of this human relationship. I am fortunate because I have had the opportunity to work with some amazing clients for more than ten years. Together, we have resolved insurance issues for their members, come up with strategies for high premiums, implemented new laws, and survived changes in the industry – sometimes doing this while we were sharing laughs and tears, family issues, and recipes.

I was thrilled last week when I saw Ovation’s updated mission statement. Right there in Ovation’s blue and white colors were many of the values that I grew up with and have tried to live by in my personal life and in business, including Trust, Honesty and Respect, and most significantly, the importance of strong relationships.

The world will continue to change and will increasingly revolve around the benefits of the computer. While there’s a place for that type of communication, it’s still the power of the human touch that makes my job fun and interesting. Don’t expect me to embrace tweeting or texting my clients, because if have the opportunity to make a face-to-face connection, I’ll be doing that first.