Interview Introduction and Schedule

Kade Steidley
Interview Plan
Communication 1010
04/3/2015

Background Information
My Interviewee:
I'm planning on conducting an interview with Justin Metcalf of American Family Insurance. Justin currently
works for American Family as an AIT (Agent in Training) with American Family Insurance. I will interview Justin at
his office located in Kaysville, Utah as per his request for the time and location that would be most convenient for
him. While conducting this interview I am in hopes that Justin will dive into what I can expect if I choose to change
careers as I have been offered a job in this industry. I am looking for real world, logical, applicable information to
give me the information I wish to obtain so as to decide whether or not this move would be wise. Truthful opinion
and fact from Mr. Metcalfe will help me to view this career both in a monetary sense, as well as workplace
satisfaction and happiness. In the multiple phone conversations we have had over the past two weeks Justin has
offered to give me a tour and if I like I can observe his average workday for a short period as long as his client is
comfortable with me doing so. If he cannot I completely understand and appreciate him taking the time to work with
me on this.
This is not only a school project for me, I am using this opportunity to view my options in depth before I
make a choice whether or not to further investigate this career. I chose to interview Justin because he has had a
history and a reputation in my community of being fair and level headed. I came to choose Justin because of his
past dealings with relatives of mine. Even though I don't know him professionally or personally I have heard he is
the man to see if interested in obtaining new insurance. I am told he is also a man willing to help me and obtain a
truthful orientation of the insurance industry. This would not have been a career I would have chosen if I had not
been offered a position in the industry. I have worked for many years developing my reputation throughout Utah and
the western United States in my current career so this decision is not something I take lightly and I appreciate Justin
making time for me to help me with my assignment as well as helping me obtain the necessary information needed
to make an informed decision.
I plan to ask Justin a number of questions that range from closed questions as well as open questions. I am
confident Justin will stay on task with me throughout the interview but from speaking with him on the phone I am
also confident he will be willing to answer follow up questions as well. If the interview does go off track I am very
confident in my communication skills that I have developed over the years and believe I can re direct the
conversation back to topic seamlessly. I believe Justin has a solid grasp on what exactly I am trying to obtain and
he understands the gravity of my decision should I change careers. With this in mind I believe Justin will interpret
my questions and will give me an honest inside look as to what I will face. I plan on asking Justin for many
examples and if clouded on a question or an answer I will politely ask him to explain.
Career Research:

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I had never considered a career in the insurance industry until my reputation for honesty and hard work
landed a job offer in my lap close to home as opposed to a one hour drive each direction across the valley which I
commute daily and have for the past seven years.
Becoming an insurance agent requires multiple licensing and schooling throughout the career. A degree is
not needed but is encouraged. Insurance does not peak my interests though the proximity to home and the possible
benefits of a large increase in income that has been told to me is very promising to me. It may sound bad but
peaking my interests in a career field unfortunately is not as important as these two primary aspects of this career
number one being proximity to home, distance to commute, and number two would be salary. In order to consider
changing careers I need honest real world answers to my questions about the insurance industry. In my interview
with Mr. Metcalfe I want to learn more about the day to day operations of an insurance agent as well as realized,
true possible predictions of income not inflated promises which I have come upon many times in my life. Broach the
subject of how far he commutes and if he feels the proximity to his home is comfortable for him. I realize that many
people may not fully understand why I would consider a job in something I am not keenly interested in but to be
honest life is not fair and it does not go your way just because you want it to. I work to live, I do not live to work
although that seems to have become the style of which I have developed; causing me to lose many friends and lost
relationships because of my work schedule. I have maintained a strict work schedule throughout the past seven
years having called in sick for the first time in 5-1/2 years just last Monday.
I have many dreams and accomplishments I wish to obtain but in order to this I must first provide the life
and the means to have that life I envision. Now that I have addressed that issue I would like to address the issue of
what becomes of me and my career once I obtain my degree, I wonder on a daily basis if I can finish my degree
and the closer I get the harder it seems to become. I have found that if you want something in life you must work for
every inch of it and no one will give you an inch for free. My view on life and the things in life may be pessimistic to
some but it is an honest and hard earned view. Pondering upon if I do finish my degree I wonder how this career
might fit with my life if one day I end up with a family of my own.
According to the BLS the average median annual salary for insurance agents was $48,210 in 2013.
The best-paid 10 percent made an average of $117,830 however the lowest-paid 10 percent made less than
$26,030 which is terrifying to me. I also have obtained direct salary information from Farm Bureau Insurance
and they list that beginning wages start at roughly 8-13 dollars an hour. If this information is correct it will
play a very significant role in my decision because I cannot live on those wages. The highest salaries were
paid by securities and commodities firms. I have looked at multiple scales and this one seemed to be the
most accurate but when interviewing Mr. Metcalfe I will ask him if the ranges are correct. This is of vital
importance to whether or not I will make the career switch, financial stability is also of great importance and I
will check with him on if these salary ranges if there is a happy medium that I can expect to earn per month
and per year.
(After my questions I have typed Justins responses after in quotations.)

Interview Schedule
Opening:
Good Morning Justin, Thank you taking time out of your day to help me conduct this interview with you to
inform me both for school as well as making a big career decision. As we discussed when we spoke last on the
phone, the purpose of our meeting is so I can interview you on the career path you have chosen. I am conducting
this interview to complete two tasks I spoke with you about. This is an assignment for my communication class, but
is also serving as leap board in helping me choose whether or not this will be a career I will move to. I will be asking
you a series of questions concerning how and why you got started in the insurance industry. How did you come to
get started in insurance and what requirements can I expect to obtain as well as what I have to maintain certain
licenses throughout a career in insurance. What does your daily, weekly, monthly schedule entail and how does it
impact your family as well as your quality of life, stress levels, taking the job home with you etc.
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I'll be jotting down a few notes, but please continue to talk while I write. I do not want to interrupt you or
entangle your entire day. I will keep notes so as later on I can jog my memory, also is it ok with you if I record our
interview today and are you comfortable with that? This shouldnt take longer than a half hour. Shall we begin?
Body:
Topic 1: Getting Started in the Insurance Industry:
First, Id like to find out how or what got you started in this field.
1. Why did you choose a career in the insurance industry? (Primary, Open)
A close family friend and I decided to open our office roughly 13 years ago when American Family first
came to the state of Utah.
-What would be your main factors in saying if you have made a good choice for you and your family?
(Primary, Open)
I would say that the decision was a sound one and has, over time, provided a very comfortable
living for me and my family.
-What regrets do you have about working in the insurance industry? (Secondary, Open)
I would have to say that I really dont have any regrets. Sure, the hours are often long and I seem
to always be available for a late night phone call but really, no regrets. Im in a position today where I can
truly help people and I like to think we protect our clients dreams and ensure that they are protected. It is a
real opportunity to protect each and every client we insure and that we do so with their best interests in
mind.
2. How did you get started as an Insurance Agent? (Primary, Closed)
Initially I had to obtain my property and casualty licenses along with life and health certifications.
You just study and study and then most of the larger universities have test centers where you can obtain
the necessary licenses to provide insurance products to the public.
-Would you start in this way if you could do it over again and if so is there anything you would change?
(Secondary, Bipolar)
Absolutely I would and of course there are some things I would change probably more along the
lines of personal choices but as far as being an Insurance Agent nothing significant to change.
3. What educational path would you recommend if I am entertaining a current job offer in the insurance
industry? (Primary, Open)
Well, it seems to me that you are on the right track with this very project you are working on today.
Communications and having the ability to connect with folks from all walks of life is vital. You need to
understand all different kinds of personalities and be able to drill down to the point they understand your
sincerity in wanting to understand their needs so that you can best protect them.
-How much time did it take to get the training you needed to become fully licensed to sell insurance?
(Secondary, Closed)
Initially, I would say three weeks of study for your licensing tests and then I spent three months in
intensive corporate training back in Wisconsin.
Were there monetary costs to you? (Secondary, Closed)
Yes there were but they werent overly expensive. I believe my books and testing fees cost
somewhere in the neighborhood of $400.00 and once licensed most insurance companies will reimburse
you those fees upon successful hire.
4. What other elements are required beyond schooling to become a successful Insurance Agent?
(Primary, Open)
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You must be self-motivated and willing to do whatever it takes to make your numbers. Nobody is
pushing you and you must have that inner drive to succeed.
-If you felt that a change in career was needed are there other fields that you could apply your schooling
and expertise into? (Secondary, Closed)
Insurance sales is a specific and complex field. A good insurance agent will be a fine salesman
and could sell any product he decided to promote. With that in mind, I would say a sales position with most
any industry would be an option.
5. What types of knowledge, skills, or selling methods would I need to gain before I become an Insurance
Agent? (Primary, Open)
Insurance sales require a high level of moral fiber and ethical actions. Insurance isnt a hard sale
type of industry like some other sales related professions. You provide a service at a predetermined price,
one that is not subject to barter, and the client is sold based upon his or her trust in you and your agency.
-- What resources do you use and methods you have used to develop these skills? (Secondary, Open)
Always be honest, always and never assume that you know everything because even today I
learn something new daily.
6. Since you only had some educational experience due to having children, how prepared did you feel,
initially starting as an Insurance Agent? (Primary, Open)
Oh, I will say it was a bit unnerving starting out because it is the definition of sink or swim.
Fortunately, we swam and hope to continue swimming for a long time.
-Have you progressively become a better Insurance Salesman and what characteristics help in your
progression? (Secondary, Closed & Open)
Yes, I have because I am always looking for ways to improve my presentations with a customer
and I am constantly striving to stay up to date with industry changes in rules and regulations. They are
constantly changing.
- What factors in your life have contributed the most to your success? (Secondary, Closed)
A desire to work hard every day, earn an honest living so that you may be able to look every man
in the eye squarely knowing that youre an honest hardworking individual with a strong moral compass. A
lesson passed on from my Grandfather and Father. (Pull yourself up by your own bootstraps.)
Topic 2: A Typical Day
Since we have discussed how you got started in Insurance what is a typical day like selling
insurance in todays market and do you feel that there will always be a need for your position?
Yes I do because people want to deal with people. They like to know that they can come into the
office and look me in the eye over any issue. Some companies today have taken the agent out of their
models and you deal with a faceless person whom you cannot look in the eye. These are the companies
that tout, call today and save 15%, yes it can be done but then what of the personalized service and trust?
Can you tell me how a typical day plays out in your workplace, primarily in your office? (Primary, Open)
I do a lot of quoting and handle a number of different calls. I meet with clients in my office and I
follow up leads daily.
-What tasks do you find the most difficult? (Secondary, Closed)
Meetings, always a meeting that someone wants to have and meetings take me away from selling.
-Which tasks seem to be the most simple? (Secondary, Closed) Solving a customers problem.
2. What do you enjoy the most in your profession? (Primary, Open)
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Interacting with folks to find ways to better protect them and their families.
-What would you say you like least about your job? (Secondary, Open)
Well, like most any job, I guess the repetition can at times become tough.
3. Can you tell me what your schedule is on a typical workday? (Primary, Open)
Today, I mostly work 8 to 5 whereas 13 years ago that day would have been more like 6 to
9.
-Do you work weekends? (Secondary, Open)
Sometimes, if a client cannot meet during the week and a weekend is the only time they
can come in I will.
-Are you allowed to take vacation time or days off when you choose? Yes I can.
4. Do you feel this is a good career to get involved in with a family or better suited for a
single lifestyle? (Primary, Bipolar)
It is a good career to get into in either situation. The hours are regular and travel
is limited so I think it would work for a married or unmarried individual.
If yes:
-If there happened to be a family emergency and you were scheduled to work how flexible is
your employer on such matters? (Secondary, Open)
Very flexible and we have an excellent team in our office to pick up any extra
duty.
-How does your work life affect your children and your spouse? (Secondary, Open)
I hope positively because I love them without measure.
-Does your wife hold any resentments of the insurance industry and taking up most of your
time during the week and sometimes weekends if need be?
No, she understands that if we dont work, we dont eat.
If no:
-If one of your co-workers had an emergency that prevented them from being able to get to
work when they were scheduled what avenues could they pursue? (Secondary, Open)
They could simply phone in and advise me of their situation and I would suggest
they remedy whatever issue was causing them difficulty before even worrying about the
office. I firmly believe in that old saying that family is forever and today will be yesterday
tomorrow. No getting it back.
-Have your co-workers ever talked about how their work life affects their children? Could
you share some of that with me? (Secondary, Open)
Oh yes, we all talk about our families and the things that are going on in each others
lives.
5. All things considered, would you recommend your career to a single dad? (Primary,
Closed)
Yes
Topic 3: Continuing Education
My next questions are about continuing education.
1. Is continuing education required or recommended? (Primary, Closed)

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Required and consists of 27 C.E. credits per license term. Roughly every two years these
requirements must be met in order to retain your license.
--Tell me about the education are you currently involved in I know that certain licenses in insurance
require maintaining that license by taking certain courses, correct? (Secondary, Open)
We have very strict client privacy rules that we must adhere to so you can understand we review
privacy laws and procedures, Ethics is another big issue that is reviewed constantly.
-What education would you recommend beyond what's required? (Secondary, Closed)
I think any type of marketing instruction would be helpful in finding ways to reach customers.
2. Which educational resource have you found most practical and valuable? (Primary, Open)
I think Ethics is one of the most important along with privacy related matters.
2. What role do insurance associations play in keeping you updated in this competitive field?
(Primary, Open)
They provide the outline our C.E. classes are structured around.
4. Are there any other learning strategies and sales methods that you use to help you make better
decisions? (Primary, Open)
Cannot think of any one in particular.
Clearinghouse question: The interviewee's turn
1. Are there subjects we havent discussed that you think I need to be aware of? (Primary, Open)
Not at this time but I would be happy to help you in any way you think I might be of assistance.
2. Can you think of anyone else I could interview or talk to get more information about the insurance
field before I enter the insurance industry? (Primary, Open)
You are welcome to talk with Scott, my insurance partner, but he is in Island Park this week. If you
like I would be happy to set an appointment for you.
Closing
Well, looks like that's all the questions I have. Thank you very much for taking time to talk to me Justin. You
have covered nearly every topic I was curious on and provided a great in depth look at the insurance field. You
taking the time to meet with me today has been very revealing and given some aspects even more appeal and to
be honest some not so much but that is exactly what I was hoping for. I cannot thank you enough for helping me not
only with my school project but for helping me move along lifes path and deciding which career field I am going to
pursue. You have been extremely helpful Justin.
It was interesting that you pointed out that even in the recession we are experiencing now; there will always
be a need for insurance agents and the demand for their services across the nation. The job security this provides
is a great comfort to me. Thank you for taking the time to go through your career in depth so that I may have a
better understanding of exactly what it entails and what I may get myself into if I accept a position as an insurance
agent also helping me complete my Communication assignment.
Last thing Justin, if you remember when we spoke on the phone I mentioned an evaluation form that I
needed you to fill out in order for me to get credit in my communications class. Please be completely honest
because your evaluation, whether good or bad, won't affect my grade. But I will not get full credit for the
assignment until my professor receives it. So if you don't mind, could you please complete the evaluation now if you
have the time or email it to me? I am leaving all my contact information and email address if a later time would
work better for you. If you wouldnt may I get one of your business cards too?
Thank you very much Justin this has been an interesting and honest look into a field I had never
considered and I cant thank you enough for taking the time to meet with me. You taking time out of your day to help

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a stranger is extremely appreciated and I cannot thank you enough for your help so that I may make the best choice
possible. (Handshake) Have a good afternoon Justin and again thank you, your time is truly appreciated.

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