I am at Harvard attending the CEO Summit with Merlin Law Group’s COO, Keona Williams. Keona has been with our firm for 24 years. She worked her way up, starting from Assistant Receptionist. She worked her way through college with us and now has an MBA. She is working on higher post-graduate work regarding artificial intelligence at the University of Miami and making certain yours truly is keeping up with others at Harvard this weekend. Yesterday’s lessons reminded me of how mastery in any discipline can inspire us to raise the bar in our own professions.
The above photo is Keona and me with Juanito Pascual, who is one of the world’s best at flamenco guitar. He played to the audience during our educational breaks. Watching Juanito Pascual play flamenco guitar with precision and passion was more than just a performance. He provided a lesson in what it takes to dedicate years, often decades, to achieve a level of excellence that appears effortless. His artistry is not a product of shortcuts or surface-level talent, but of discipline, authenticity, and a relentless pursuit of growth.
The same qualities should define the businesses and professionals that policyholders choose to trust. Policyholders deserve advocates who are masters of their craft. Wouldn’t you want the same if you were a policyholder in need of help?
The reality is that today, appearances often outpace substance. The difference between true masters and pretenders has never been more important. During the summit, we heard from the author of Fanocracy and from Fred Reichheld on Net Promoter Score, both emphasizing the power of genuine connection and trust in business relationships. Business professor David Collins underscored the principles of strong leadership built on trust and excellence.
All of these lessons tie back to a single truth: successful businesses and professionals in them are built on authenticity and the mastery of their craft rather than empty promises or surface-level marketing. For policyholders, this distinction can determine whether your claim experience is fair, transparent, and successful, rather than frustrating and compromised.
When policyholders turn to attorneys or public adjusters, they deserve to be guided by professionals who have invested the time and effort to become true masters of their profession. Just as Juanito’s music reaches a higher plane because of his years of discipline, a professional advocate’s ability to serve at the highest level comes only from a commitment to growth and excellence over time.
Pretenders may talk a good game, but when the challenges of a complex claim arise, they falter. Masters and Contenders respond with skill, creativity, and confidence because they have spent years honing their knowledge and judgment.
In an era saturated with those faking true mastery but promising dollars and unfulfilled greed, policyholders must be discerning in whom they trust. Choosing representation is not unlike choosing whose music you will let move you. It should be rooted in authenticity, depth, and mastery.
Policyholders deserve advocates who have taken the long, hard road, who have practiced relentlessly, and who lead with both passion and skill. The difference between a Pretender and a Contender is not found in slogans or flashy presentations but in the consistent delivery of excellence. Just as a flamenco guitar reveals the soul of its player, the way a professional handles a claim reveals whether they have earned the right to be called a master.
Here is a warning: Most insurance company field representatives are no longer masters. When the field adjuster comes to a loss and has no credentials and no authority above $100,000, why should you trust that person?
If the insurance company will not send a person with experience and mastery of claims, such that they provide that person at least $100,000 of authority, why should anybody trust that adjuster or the insurance company? I dare any insurance company attorney or claims manager to answer that question!
Steve Badger and others—what do you say about the quality of the field adjuster being sent out by your clients and their authority to resolve claims when they have less than $100,000 of check-writing authority?
If you want to enjoy a master while possibly waiting forever to hear an excuse about what has happened to the field adjuster with adequate check-writing authority, I suggest you enjoy listening to Juanito Pascual.
Thought For The Day
“We are what we repeatedly do. Genius is 1% talent and 99% hard work.”
—Albert Einstein
#Mastery #Property #Insurance #Claims