Pam's canine companions Bailey and Sprite represent one aspect of her non-insurance interests. Although she's a strong believer in "giving back to the industry that supports you," and will serve as chair of the IIAA Young Agent Committee, Pam is also involved in community activities such as the Volunteers of America and the Alumni Association of Columbine High School.
It was pretty clear from her early childhood that Pam Adams was headed for a business career. It was in her blood. When other children were playing house or (to be politically correct) "cowpeople and Native Americans," Pam wanted to play business. Her girlfriends would come over to play and Pam would set up her business office to provide needed services to their pretend households.
So it was not a real surprise to anyone when, after graduation from the University of Colorado in Boulder with a degree in journalism, Pam entered the business world. She became a media buyer for an advertising firm. After working there for four years, she decided she needed a change. "The advertising job involved number crunching and sitting behind a desk. I wanted a job where I met people," Pam says. Pam had worked part time at her father's agency, ISU Insurance Services of Colorado, Inc., while she attended Columbine High School and CU, so that seemed the place to go. "I called Dad and said I'd like to talk to him."
Bill remembers that day. "Pam called and said, 'I want to buy you lunch.' I knew something was up. Usually when she called around lunchtime, she'd say, 'How would you like to buy me lunch?'"
"Dad never asked any of the kids to come into the business. He wanted us to try something else," Pam explains. "The decision to work at the agency had to be something we wanted to do. I made that decision and so did my brother, Dave."
Of course, the decision alone was not enough. Both Pam and Dave went through the same screening as any other prospective employee, including taking the Caliper test. "Pam tested strong for sales," Bill says. "She had the two key qualities Caliper looks for in a salesperson--ego drive and high level empathy." Bill admits that he wasn't really surprised by the results. "Pam always had a sense of urgency to get things done. A 'no' does not deter her. It just instills a stronger will to get a 'yes' the next time around."
Pamela S. Adams, CIC, and her brother David W. Adams (left) both worked part-time in the family agency during high school and college and spent their early careers outside the insurance industry before joining the agency owned by their dad, William D. Adams, CPCU.
Pam entered an exceptional situation--a position at a well-established, 116-year-old firm with a good reputation, a number of markets and people who had "a ton of experience." In addition, her timing proved propitious. "I had just turned 50," says Bill, "and some of the employees were starting to wonder what was going to happen to the agency. There were concerns that it might be sold. Pam came on board and that made it clear the agency would not be sold."
At the same time, it was also a difficult situation where Pam felt that she had to work doubly hard to prove herself. "I'd grown up with a lot of the people at the agency," Pam notes. "I had to separate personal relationships from business relationships and show them I deserved the job. And Bill wanted to show everyone that he wasn't going to play favorites, so I was usually the one who got to meet with him last--at 6 o'clock at night or on Saturday morning."
Bill continues that "Pam was a fighter right from the start. She was a preemie who weighed only 4 pounds 10 ounces when she was born. I had no doubt she would succeed if she wanted to. She has a real sense that she can solve anything. I remember once, even before she joined the agency, when her mom and I were heading to Europe for two weeks. We were going to be out of touch during the second week. We were just going to stop at different bed and breakfasts and had no set itinerary. Pam must have seen some concern in my face because she turned to me and said, 'Hey, Pop, don't worry about it. I'll take care of things.' And I knew she would. It really was comforting."
Needless to say, Pam got through the "opening night jitters" and became a valued member of the ISU Insurance Services of Colorado business family. She's been with the agency about six years and is a commercial lines producer with a style of her own.
"I've really tried to focus on listening to the client," Pam says. "I let the client talk as much as possible and work on building a relationship by learning as much about the client and his or her business as possible. It's a way to really get to the heart of what their concerns are."
That attitude has stood her well in the eyes of her clients. She started out cold calling to develop her clientele, but now "most of the business is coming to me through referrals. That's much better. You've already got part of the selling done. The people who come to you in this way are predisposed to dealing with you."
Getting involved with individual clients and their associations is one of the keys to her success. "You can't just sit back and wait for things to happen." For example, Pam is involved in the Colorado Mortgage Lenders Association to learn what their issues are and how ISU Insurance can help them. "I'm getting involved at the committee level and have spoken at one of their luncheons. They have a series of educational luncheons where members can come and get advice. One of the topics was E&O. In addition to providing a speaker, the agency also sponsors one of the luncheons. You have to be more than just a member. You have to show the members that you know their concerns and are there to help. You can't do that by sitting in a corner and waiting for them to come to you."
Involvement with insurance organizations is equally important to Pam. The agency belongs to the Professional Independent Insurance Agents of Colorado and to the IIAA. Pam will be chairing the National Young Agents Conference. She also has been named this year's Young Agent of the Year by the Colorado association.
"You really need to get involved and give back to the industry that is supporting you," Pam says. "My dad has a network of friends across the country. We've gotten ideas from them about better ways to do things and even had business referred to us when they couldn't handle it because of location. Being involved in the IIAA nationally has helped me to build my network across the country. On a local basis, insurance association involvement is important because it lets you get to know and meet your competitors. There is a high degree of integrity and honesty in the agency business. I know my competitors won't try to undermine me and I would never do that to them. It is a great industry and I really enjoy working in it."
Pam continues that "Bill has been a great help by allowing us the time to get involved. He truly loves the industry and has instilled that in us as well."
Bill admits that he is surprised that his children have come into the agency. "When they worked for us part time, they were given the worst jobs. It really wasn't a good first impression."
But Pam says it was clear that the people at the agency were having fun and enjoyed their jobs.
In addition to giving back to the industry, Pam also gives back to the community that supports the agency. She is involved in Volunteers of America and with the Alumni Association of Columbine High School. Pam also is helping her brother and a group of alumni organize a 5k run to raise money for non-violence education.
Pam lives with two significant others--cocker spaniels named Bailey (because he's the color of Bailey's Irish Cream liqueur) and Sprite.
Pam is a credit to this "great industry," as she calls it, and has certainly made it even better by being part of it. *
©COPYRIGHT: The Rough Notes Magazine, 1999