Page 20 of 42 · 834 total episodes
11/05/2021 · 5 min read
The lesson: verify understanding, don't just deliver information. Most E&O claims and retention failures trace to gaps between what the agent said and what the client heard. Ask clients to restate coverage in their own words at sale, renewal, policy change, and claim. Catch misalignment before a claim does.
11/04/2021 · 6 min read
Turn keywords into ranking content by building two layers: geo-specific service pages with depth and conversion CTAs, plus educational articles that answer the questions prospects actually search. Publish two pieces a month, maintain your Google Business Profile, and the library compounds.
11/04/2021 · 6 min read
Turn keywords into ranking content by building location-plus-coverage service pages with real depth, question-based blog posts that capture early researchers, and comparison content for active shoppers. Batch quarterly, attach a clear quote CTA, and the library compounds.
11/03/2021 · 6 min read
Build a marketing sanctuary by targeting three keyword tiers: local intent phrases (city plus coverage), problem-based questions prospects type, and long-tail variations. SEO compounds. Paid stops the moment you stop spending. Most local insurance markets are still uncontested.
11/01/2021 · 6 min read
Genuine client relationships retain better than scripted touchpoints. Hire for warmth, capture specific client details in your CMS, and use them in every call (the lake cabin, the new house, the kid's wedding). The data system supports the relationship, it doesn't replace it.
11/01/2021 · 6 min read
Likeability is built, not inherited. Four learnable behaviors drive it: genuine interest in the prospect, finding real similarity, pairing warmth with competence, and consistency across every interaction. Each one moves close rate, retention, and referrals.
10/30/2021 · 5 min read
Laura Harris's framework: surrender control to documented processes, redefine winning to include team health and business value (not just revenue), and treat your process library as the one asset competitors cannot copy. Build one process, run it 30 days, refine, repeat.
10/30/2021 · 6 min read
Documented agency processes drive profitability through four mechanisms: lower error cost, faster onboarding, scalable service quality, and recovered owner time. Start with the highest-frequency transactions (quoting, binding, renewals, claims), write the steps, have someone else test them, then iterate on a quarterly review cadence.
10/29/2021 · 5 min read
Proactive agencies grow because they play offense on three fronts: client retention (reach out 60 days before renewal), team retention (ask producers what would keep them two years), and market shifts (read carrier signals early). Protect 10 hours a week for proactive work and delegate the reactive.
10/29/2021 · 5 min read
Proactive insurance agencies win by moving first: 60-day pre-renewal calls before clients see the rate hike, specific referral asks after positive moments, monthly leading-indicator reviews with producers, and active carrier rep relationships. Reactive management feels efficient daily and costs you over a year.
10/28/2021 · 6 min read
Turn satisfied insurance clients into loyal ones by designing four stages: an onboarding welcome call that introduces your service model, proactive mid-year and event-based touchpoints, claims conversations that lead with acknowledgment, and rate increase outreach 30 days before renewal instead of after.
10/28/2021 · 6 min read
Turn NPS data into growth: call every detractor personally within 48 hours, give every promoter a frictionless referral mechanism, mine open-ended feedback for the two or three behaviors creating detractors, and tie team-member-level NPS to coaching and hiring decisions.
10/27/2021 · 5 min read
Agency satisfaction scores measure the absence of friction, not the presence of loyalty, which is why satisfied clients still leave at renewal. Eric Spring says watch retention through rate hikes, referral rate, unsolicited contact, and multi-line ratio instead. The gap between satisfaction and retention is the real strategic problem.
10/27/2021 · 5 min read
Net Promoter Score gives an insurance agency one number that predicts retention and referrals better than any long survey. Ask one question on a 0-10 scale, follow up with detractors inside 48 hours, ask promoters for reviews and referrals, and run it after onboarding, renewals, and claims.
10/25/2021 · 5 min read
Prevent E&O claims by building four QC habits into daily operations: random file reviews on a regular schedule, written checklists for new business, change, renewal, and claims work, mandatory coverage adequacy review at renewal, and file notes on every coverage conversation.
10/25/2021 · 6 min read
Prevent E&O claims with four agency QC practices: structured application review before binding, policy review against the quote at delivery, structured renewal audits with real client questions, and documentation discipline so every coverage discussion lives in the CRM.
10/23/2021 · 5 min read
Internet leads convert when three rules hold: contact in under five minutes while the buyer is still in shopping mode, run five to eight multi-channel follow-ups across day 1 through day 14, and open every first call with qualifying questions instead of jumping into a quote.
10/23/2021 · 6 min read
Agents close internet leads with three principles: contact every new lead in under five minutes, run a written seven to ten touch sequence across phone, text, voicemail, and email, and open every first call with three to five discovery questions before any number leaves your mouth.
10/22/2021 · 5 min read
Every agency has wins, losses, and draws right now. Run the 90-minute self-assessment: score retention, new business production, team performance, profitability, client satisfaction, and owner time allocation with actual numbers. Name the losses. Find the draws that are eating capacity. Build one fix for the biggest loss.
10/22/2021 · 6 min read
Most agency owners who do this assessment honestly land in draw territory: revenue flat, team stable but not growing, owner busy but not strategic. Winning means positive trajectory and growth problems. Losing means declining leading indicators. Drawing means comfortable stagnation. The diagnosis determines the intervention.