In this business, every conference has that one person who wants everyone to know they’re the smartest person in the room. They quote obscure ERISA sections, correct speakers mid-panel, and use acronyms like they’re throwing fastballs. The problem? No one hires the smartest person in the room—they hire the one who makes their life easier.
I’ve built a career in a field full of technical experts, but what separates a real plan provider from a walking compliance manual is the ability to translate complexity into clarity. Plan sponsors don’t want to hear the Internal Revenue Code recited back to them; they want to know what it means for their plan, their employees, and their risk.
I’m not saying expertise doesn’t matter—it’s everything. But expertise without empathy is arrogance. The job isn’t to impress; it’s to guide. When a client calls in a panic about a failed ADP test, they don’t want a Latin lecture—they want calm, clear action steps.
Being the smartest person in the room might stroke your ego. Being the most useful keeps you in business.
