Those who claim the restaurant business is as simple as flipping a few burgers could not be more wrong. The hardships faced by those in the food service industry on a daily basis – issues with things such as supply shortages, health code compliance, and the occasional irate customer – are unenviable. And yet they are still expected to serve their customers to the best of their ability with smiles on their faces; to say this line of often unthankful work is both physically and emotionally draining would be an understatement
Jeremy Miller, a former restaurant manager, is well aware of the difficulties faced by eateries. But his unique background has also allowed him to apply the restaurant business’ culture of service in his role as an insurance advisor with Westland Insurance Group.
Insurance Business sat down with Jeremy to talk about how he began his insurance career, and his thoughts on the pressing issues facing restaurants.
How did you first become a broker? What do you particularly enjoy about broking?
I became a broker in 2016. I love the opportunity to work and collaborate with so many different types of clients that own their own businesses – as a commercial broker you interact with and get to know a wide range of industries. It really gives you a better understanding of business owners day to day operations.
Can you tell us about your role – and its key responsibilities?
I am a commercial broker in the Medicine Hat Branch. My responsibilities include providing quotes to new business opportunities and servicing current clients. Our role in Westland is to provide the best possible service to our clients by listening, being available and presenting them with all the proper coverage that pertains to their business so they can make informed decisions on what’s important and relevant to them.
What are some of the key ways that you are able to support your clients right now?
Westland has given us the tools to provide the best possible service to our clients. Many technological tools have allowed us to complete most of our business over the phone or via email. Also, Westland has provided the necessary safety equipment and protocols to be able to service our clients in the brokerage in the event that the client prefers to handle their business in person.
COVID has forced us to find new ways to connect with our clients depending on their comfort level. Whether we have been using technology or providing safe and convenient ways to continue to have our brokerage open we know it’s been a hard year for so many and the last thing we want to do is make our process more difficult.
What are some of the key challenges and opportunities you are seeing impact your clients at the beginning of 2022?
With the rising costs of almost everything, we as brokers are working to keep our clients' premiums down. I think we all understand that saving a few dollars here and there makes a huge difference in our clients' bottom line. Its important to us to provide the best possible coverage at a reasonable cost.
You previously served as a manager and operator for the Rickys Group of Family-Style Restaurants. How has this experience helped you now as an insurance broker?
Restaurant work is not for the faint at heart. It takes long hours and a huge amount of dedication. My time as a restaurant manager gave me so much more respect for anyone who works in the industry and also anyone that runs their own business. Often times they are putting everything they can into their business to make it work.
When I started my career as a broker I came in with a huge amount of respect for anyone who takes that risk or does something they are passionate about. I learned that as an owner with long hours and unforeseen bumps in the road you may not always be able to prioritize things like insurance. Reviewing insurance policies and doing the research on new coverages that may be needed can often times fall down the list of things that need to be completed. It’s a brokers job to identify the new and potential exposures that may affect our clients business.
Most business people prefer the “Summary” because they don’t always have the time or knowledge to be their own broker. So if we can simplify the explanation of what they have for coverages, and determining their potential “risks” they may not foresee themselves, we can make the whole process a much better experience.
Given your background as a restaurant operator, what are your thoughts on the pandemic and its economic effect on diners and eateries? What can brokers do to help?
The pandemic has been completely devastating for the restaurant industry. After talking to many different restaurant owners they have expressed their frustrations. The industry is already very hard to predict without a pandemic, and the ever-changing business environment from the past two or so years makes it so much more difficult. Whether it be ordering the correct amount of food to reduce food waste, having the right amount of staff, finding creative ways to keep their good staff while still being able to provide a safe, relaxed and positive experience for their customers - it’s a tough position to be in.
I, as an insurance broker, have always taken the same approach to all of my clients. I want to make their experience as easy and effortless as possible. The goal for insurance brokers should be to have your client walk away from the experience saying I understand my coverages and my broker is thorough so I have confidence that my possessions and livelihood are protected.
Most times they don’t want to know it all they just want to have a trusted advisor and a relationship with the person who takes care of their account. I have always worked hard to create a great relationship with my clients because that’s where mutual trust comes from.
