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By: Alisa Gordon
Photo Courtesy: Melissa S. Hall
Q: Melissa, let’s start at the beginning. How did your entrepreneurial journey begin?
A: My journey began in 2011 when I launched my first insurance agency. I started with a small team, including some offshore help from overseas. Hiring early—both locally and abroad—helped me scale more effectively. We were selling medical and dental insurance and had grown to about 14 or 15 employees across two offices within the first year. While this growth felt rapid, it also showed me the importance of building a solid foundation.Q: That’s incredible growth in such a short time. What changed?
A: Around 2014, the Affordable Care Act (ACA) rolled out, and insurance companies started reducing agent commissions. This shift impacted our agency significantly. The model we had built became less viable, so I had to make a tough decision and adjust the business strategy. It was a humbling experience, but it also pushed me to reassess and pivot.Q: So what inspired your transition into Medicare?
A: My grandmother. Watching her struggle to understand her Medicare options was difficult, and that experience really resonated with me. I wanted to ensure that no one’s loved one had to go through that kind of confusion. In 2017, I made the decision to focus on Medicare Advantage plans, which ultimately proved to be a turning point for the business.Q: How did the pandemic affect your business?
A: The pandemic was definitely a challenge. The same day I opened a new office and hired my first full-time agent, the COVID-19 lockdown began. Personally, I was nervous, but I gave my employees a choice: they could go home and collect unemployment, or we could continue working. Everyone decided to stay. With in-person meetings no longer an option, we shifted to working remotely and used phone consultations. This transition led me to create television commercials to generate leads. Interestingly, this shift contributed significantly to our growth. Between March and December of 2020, we expanded from 2 employees to 7. We embraced virtual consultations, digital enrollments, and remote operations. While the shift was challenging, it helped us adapt and marked the beginning of a period of growth that also led to greater recognition in my local area.Q: What was your approach to scaling during that time?
A: I focused on streamlining systems and ensuring we delivered consistent service. I didn’t aim to grow for growth's sake, but rather to build something that was sustainable and efficient. By early 2023, we had over 1,000 clients with a team of five. I believe in scaling smart—keeping the team lean, optimizing processes, and maintaining a strong focus on the client experience.