Humility at the heart of success

“Be kind unless you can be fantastic. In that case, be fantastically kind.”

These are the motivational words on the background image of Grizelle Brits Steyn’s Facebook page. This is an individual intent on taking care of her clients and her family from CMAC Healthcare and Consulting Services.

Grizelle’s priority, and main professional and personal achievement, she says, is that she can work and earn well while still being with her children in the afternoons (both of whom are still in primary school). “If you consider how long I talk to people on the phone, you’ll realise that I care less about chasing figures and more about informing people and making their medical aid plans clear. It’s so fantastic to be able to build wonderful relationships with clients who I’ve mostly not met in a face-to-face setting.”

Early beginnings and steep learning curves

Grizelle began working for a medical aid immediately after school. She gained valuable experience in nearly all its departments – including distribution, debtors, human resources, chronic medication, and a larger call centre. Finally, she ended up in adviser support. “Seeing the way each department fitted into the puzzle showed me how best to assist a client and how to explain the details when a claim could not be funded,” she expands.

It was tough starting out as an adviser. There were times Grizelle remembers putting in an incredible amount of work on a potential client’s behalf, only for them to walk away.

“However, over time and once your clients get to know and trust you, those relationships solidify, they refer other people to you, and your book grows incrementally.”

Her advice to industry newcomers is, above all, not to think that you’ve entered a get-rich-quick scheme. Rather, she says, “you need to be open to learning continuously, to be able to adapt to the changes of the schemes and industry regulations, and have patience with your clients. For the most part, they don’t have the information at hand, or in their heads, that you do.”

Grizelle stands by her choice to become an adviser and believes this career remains the right niche for her.

“In the end, I made the best choice in doing what I am doing because a medical aid can save your life. And what could be more important than that?”

Industry tales and life-saving cover

Medical scheme advisers, and financial advisers overall, are party to a plethora of stories about clients with insufficient, or the wrong, type of cover who still call at the last minute to plead for help. Grizelle cites the situation of a dear friend, who was one of the unlucky ones to be diagnosed with long Covid early in the pandemic.

“If her medical aid had not approved certain essential procedures – a blood transfusion, hospitalisation for three months, ongoing oxygen therapy, and a step-down facility for a similar length of time where she could regain her strength – she would not be with us today. While the doctors and nurses provided her medical care, it was my friend’s medical aid that approved her treatment. They said, “Yes, medical team, we will pay you. Yes, hospital, we will fund this procedure. Yes, this life matters!”

It's more about the other than it is about the self

“I try to get to know a little bit about each person I speak to and then to assist them as much as I possibly can.” This approach allows her to apply her top five personal values, which are:

1. “I am very honest
2. I am meticulous about disclosing important information
3. I am careful to adapt to the person on the phone, whether senior and professional, young and laid-back, or a fellow (worried) mom
4. I have huge respect for the business, each client, and myself, and demand to be treated with respect in return
5. I have bucketloads of empathy because many people are struggling financially as well as with their health, and advisers have the unique opportunity to understand the person, over and above their financial situation.”

“I’m not always able to give a solution, but I listen carefully,” she reveals. “Sometimes, that’s all that’s needed.”

Importance of practising what you preach

Grizelle says of her business offering that she brings many years of experience to the table – 17 years and 8 months to be exact. “It’s not just about talking the talk but also about walking the walk,” she enthuses. “Without taking care of myself in a holistic fashion, I would not be fully present for my clients”.

Her approach to well-being and productivity includes:

• Self-care: Eat as healthily as you can, exercise regularly, and get enough sleep
• State of mind: Have empathy for your clients’ situation, but try not to let their problems affect your personal emotional state
• Narrow down your priorities: My main one is to spend plenty of time with my children. They’re the best medicine ever, and
• Practise humility: Instead of being a know-it-all, acknowledge that there is always going to be something new to learn.

Remaining in good health for yourself, your clients, and your family is vitally important, Grizelle explains. She believes it’s important to try to go to the gym (even if you don’t always succeed), to drink plenty of water, and to stand up from your desk throughout the day. Also, laugh a lot! “Many of the clients I chat to are extremely funny. It’s a highlight of getting into this line of work.”

Not all medical aids are created equal

“In the end, it’s a medical aid that saves lives – bringing babies safely into this world or the elderly home from hospital after a long stay.”

Regarding the supportive environment curated by some of the industry’s top medical aids, Grizelle reveals that Medihelp is always quick to provide the assistance that she needs. “I try not to bother them a lot, but there’s never been a time when I’ve needed something and they’ve not responded timeously with advice or a solution.” Likewise, the work of CMAC Healthcare Consulting & Financial Services was celebrated at the Medihelp Pretoria Adviser Awards as a top-five performing brokerage.

If you would like to get in touch with Grizelle, you can email her at info@healthconsult.co.za.

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