In this heartfelt interview, Heidi Finchum shares how she navigated an unexpected and difficult situation: deciding what to do with her Medicare book of business after her husband, Kevin, passed away.
Heidi talks about:
Heidi's story shows how the right partnership can provide peace of mind during difficult times.
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John: This is my friend Heidi Finchum. I'm just trying to think. You called me almost about a year ago right now, wasn't it?
Heidi: Yes.
John: Maybe November, something like that. But that was a pretty special phone call.
Heidi: It was. It was a complete Godwink for me. After Kevin passed away, my husband, I didn't know what to do with our business. We had just been breaking ground, getting things going with our own Medicare agency after he had worked in the industry for so many years, and we loved doing it together.
But yeah, I was on a path that I wasn't expecting to take, and so I knew I needed somebody to help that I could trust. We took a lot of pride in taking the best care of our clients that we possibly could.
John: Yeah.
Heidi: And after searching and searching and searching through many, many, many agencies and potential partnerships and just not feeling great about it, a friend gave me your information. And when I called you and told you who I was, and you said, "Finchum, like as in Kevin Finchum?" I said, "Yes, that's my husband." And you're like, "We've actually done business with him before."
And I just – that was the sign that I needed that this was meant to be.
John: Amen. I know. It's funny how that works sometimes, but that's how God does it. And so, yeah, when Heidi said that, I said, "Well, Kevin Finchum, we bought a small book from him a year or two ago," and you didn't even know anything about it. I don't think. Did you?
Heidi: I knew he had, but I didn't know it was you guys.
John: So, it was a special friendship from the very first call because we didn't know each other, but we felt like we really got to know each other really quickly then.
Heidi: Oh, completely. And the peace of mind that it brought me was just so invaluable. Because after meeting with you guys in person, it just reassured – I mean, in the beginning when you said, "Okay, this is going to take some trust on your part," and I thought at the time, "Okay, if my husband trusted them, I'm going to trust them." Like that's not even a factor.
But after meeting you all, I knew it was just going to be the best relationship, and it just has been such a huge prayer answered. Because we worked really hard to build our business and build that book and take care of the clients the way that, you know, not enough agents do these days. Really looking out for their best interest.
And so, not only was it a huge jump, you know, you being able to take over the book, but since then, it's been such a relief just having the partnership where I can be the bridge to new clients. Because we still had new clients reaching out, and instead of instead of saying, "Oh, I'm sorry. I can't help you," I can say, "Oh, I have a guy, and I trust him completely." And it also allows me to stay connected to, you know, to that part of our past.
John: Yeah. Yeah. You know, just kind of expounding a little bit on what you said – I would want everybody to trust us, but you really had to. Because what we had to do in this situation was we had to assign those commissions over to us before we could even put the deal together, right? So, which is really, really unusual. But that's what we had to do because the carriers – since Kevin had passed – we really couldn't value it before we assigned it.
The normal way is we value the book, we say here's what we can offer you, and you say that's fair, and then we sign the deal, and we go sign the commissions over to us. We had to do this in complete reverse.
Heidi: Mhm.
John: So, we had to get the commissions assigned to us. That's why, you know, Heidi did have to really trust us, because everything came to us first before we could value it. But it did, and it's worked out great. And Luke's your guy that helps your customers?
Heidi: Yes. Yeah. And the level of care that your team has shown – I just, I mean, I can't speak enough praise because I did not know what I was doing. When Kevin and I started this business, he was the one that had all of the knowledge and the background, and I just, you know, I wanted it to do well. So, I was helping him with the marketing materials and branding and social media and things like that, but I didn't know the ins and outs of the business.
And you guys so carefully walked me through step by step because it was an overwhelming time. I mean, not only am I trying to figure out what to do with this business, I'm grieving the loss of my husband, and you know, the "widow fog" they call it is a real thing. And so, you know, the patience that your team showed with, you know, asking for something, and I'd go, "Okay, what was it you needed?" And it was just – it was just such a – I mean, yeah.
John: Great. I'm so thankful that you found us and found each other. And you know the people here really – I mean they're all pulling for you, you know. And I'm so thankful it worked out the way that it did. But you know that's a real thing.
This was unusual, but we've had two other books that we've bought from – these were older people that were really ready to retire. They hadn't, but the agent passed. And then you have, you know, what do you do with this book? Like it was what you went through. But yours was really a special deal.
But anyway, I can't thank you enough for doing this. I think it's going to help a lot of people that are kind of going through the same thing, and they think, "What do I do? How do I navigate this now?" And if we can help, you know, really if we can help, even if there's nothing in it for us, if we don't end up working something out, that's okay. If we can help, we'll help.
Heidi: When I was given your name, I looked at a video that you made with another couple who was selling their book, and just being able to see the warmth that you exude, you know, and the sincerity – it didn't feel like a cold business transaction. It felt like a relationship.
And that's what I was looking for: somebody that I could trust, but somebody that I could build a relationship with. And again, at the end of the day, I knew they would take care of the clients because that's what we go into this for.
John: Yeah, absolutely. Yeah, you are so right. The book has been a great book, you know, great customers. And I've said this before on these deals that we do, but when we find an agent and their customers really trust them and really like them – they like them – those are the best books for us.
We have the best success with those because when you then give that endorsement that says, "Hey, I found these guys. I trust them. Just like you've trusted us, you can trust them," that transition that you make, that handoff that you make, that just goes a long, long way to helping us get to have time to get to know those people where they trust us, too. So, great. We can't thank you enough.
Heidi: Yeah.
John: Have a blast in Florida. Hope you get a sunburn.
Heidi: I promised my son we would go to the beach on Christmas Day. So, we're going to make a sandman and sand angels.
John: There you go. Thanks a bunch, Heidi.
Heidi: Of course. Thank you, John.
John: All right. Good seeing you.
Heidi: You, too.
Other interviews in this series:
Heidi's experience shows that even in the most unexpected and difficult circumstances, it's possible to find a partnership that provides peace of mind and ensures your clients continue receiving the care they deserve.
Whether you're facing an unexpected transition or want to ensure you have a succession plan in place, the right partnership can help you navigate with confidence.
If you're considering selling your book of business or want to learn more about succession planning, schedule a discovery call with us today.