Q&A with Wendy Deibler

Wendy Deibler, CIC, CPCU, LUTCF is president and owner of Deibler Insurance Associates Inc., a full-service independent agency in Carlisle, PA.

Q. How did you get your start in the insurance industry?

A. It was not an intentional career choice. In high school, I had an interest in secretarial work and completed an internship at IBM during my senior year. It was then that I realized I really enjoyed office-type work.

Ironically, the first interview I went on was with an insurance company, and I took a job typing policies … back when it was all carbon. From there, I moved up to receptionist and took incoming calls from the various agencies. A local agency owner was impressed with me over the phone, so he took a chance on me – paid for me to get licensed and trained me to be a CSR/agent. If it weren’t for him, I am not sure that I would have continued on in the insurance industry.

Q. What prompted you to switch from the carrier side to opening your own independent agency?

A. After working in several agencies as a CSR, I had a friend recommend an underwriting position at an agricultural insurance company. It was a fabulous opportunity, and I learned a lot. Unfortunately, a few months later the carrier was acquired by a Texas-based company, and those who did not relocate were laid off.

I was searching for a job and still unsure about my future, and then I went to ERIE Insurance. I quickly learned that ERIE was a phenomenal company, and I wanted to stick it out and see what my options for advancement would be.

Luckily for me, there were a lot of people who saw potential in me. They gave me opportunities to move up in the company and groomed me to be a district sales manager. As I worked with the agencies in my district, I learned a lot from them and realized I had an interest in sales and dealing directly with customers. My hope was to one day buy an ERIE agency, but there weren’t any for sale in the area. Later, as a district sales manager, I was tasked with recruiting additional agencies in areas with lower market penetration, including Carlisle. Having been born and raised in Carlisle and knowing that an opportunity to buy an existing agency may not come to fruition, I took the big leap and decided to start a scratch agency with ERIE. So I gave up my company car, nice salary, annual bonus, and health insurance and started a scratch agency, where I had no income, no health benefits, had to pay rent, buy a car, etc. I was thinking, “What the heck did I just do?” It was clearly a leap of faith.

Q. What have you found to be the most challenging and most rewarding aspects of being a small-business owner?

A. As far as challenges, I had several, with the largest being management. I thought I was decent at sales, but recruiting, managing, and the day-to-day human resources part I was not so good at. Another challenge was keeping all the balls in the air. I had to learn to delegate and let go of certain responsibilities, which was very difficult. I eventually learned that the recruiting and hiring aspect is crucial if you are going to delegate. I am thankful today to have such a wonderful, loyal, and dedicated staff who I am highly confident in, which makes delegation easier.

Q. Your team includes several young staff. What advice can you offer for finding, recruiting, and hiring new talent?

A. I have had better success finding and hiring people by word of mouth. I can teach anyone insurance, but I cannot teach the qualities that make a great employee and customer service agent – honesty, integrity, ethics, morality, great customer service/people skills, communication skills, the ability to work well with others, and loyalty. So those are the things I look for first. It’s hard to get to know someone from one or two interviews, but seeking candidates from people I know has proven to be more effective. Friends, family, and customers are not going to recommend someone who would not be a good fit.

Q. This issue of Primary Agent will be released in the new year. As a business owner, insurance producer, and/or community member, what lessons did you take away from a turbulent 2020?

A. Learning that you never know what’s around the corner, and knowing how to adapt, and adapt quickly. I never had any employees working from home, so when the stay at home order came down, I had to change a lot of things fast. But my staff was so cooperative that it came together quite quickly. I was worried that customer service to our clients would suffer, but my employees adapted well and didn’t miss a beat. I continued to come to work, by myself, and quickly learned how much I need that interaction with my employees – it was a very lonely place without them. I was happy to have everyone back together in the summer, but with the recent increase in COVID-19 cases, everyone is working safely from home again.

Q. Any new year’s resolutions for 2021 that you’d like to share? ‘Tis the season!

A. Once it is safe … to travel, travel, travel.

Q. You’re a native of Carlisle, PA. Tell us about the town!

A. While I was raised in Carlisle, I didn’t appreciate much of the history until later in life. The town was founded in 1751, and many notable figures passed through it, including George Washington, Benjamin Franklin, and James Buchanan. Carlisle is also known for the Cavalry School, the Carlisle Indian Industrial School, and now the U.S. Army War College. Today, it is a multicultural town with award-winning restaurants, entertainment, and recreation. Plus, there are beautifully restored homes, a historic theater, and many sites listed on the National Register of Historic Places.