Final Thoughts.

• Author: Ruchman, N. Stephen
• Position: [ON THE LEVEL]

* About 15 years ago, the Professional Insurance Agents of New York State received a call from Phil Gusman, who at that time was the editor of the Insurance Advocate, requesting I write a column for the publication. I was eager to do it. Some people told me this wouldn't last two months... And here we are, after the fastest 15 years of my life--I've enjoyed bringing agents issues to the forefront and discussing industry issues as I see them through my life experiences. It's been a good run.

Looking at many of my columns in which I observed industry trends or challenges agents face, I'm struck by the fact that not much has changed in our industry over the last decade plus. The mechanics of how we do business--automation service centers, technology, the media by which we communicate with clients--has evolved, in response policy changes or legislation and regulations. However, the one thing that has remained constant is the relationship between the agent and the insured. Agents who maintain and nurture the channels of communication with their insured are the ones who succeed. Communication is one of the most important factors in our industry today (and it always has been so).

Having been asked to write this column was a privilege. I was inspired by other contributors to the Advocate, such as Art Moll. He was a true friend and a mentor. He brought me to PIA and it has been an honor to carry on his contribution to the publication and our industry.

Over the years, one of the greatest rewards I've enjoyed has been feedback I've received from the readers of this publication. When fellow agents have contacted me to tell me they enjoyed or were motivated by my columns, I was motivated to continue to write them. And it was a joy to hear what I wrote brought back memories to others.

As everyone will tell you, there is always someone behind the scenes. In this case, Mary Christiano, Director of Communication at PIA in Glenmont, edited my work. I don't think a day passed that I didn't call her to give her ideas for this column. She has hundreds of pages of notes from my phone calls and I thank her.

Now, it's time that I say farewell. It's time to announce my third retirement, and as I have often said in this column, we need to make room for new blood.

I'm told the reason Phil called on me to write this column is that I have a unique ability to present the agents' voice. There are a few things that gave me that ability. First, I represented the Advocate's...