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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.
10/25/2021 · 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.
10/16/2021 · 5 min read
Mega agency owners operate from a leverage mental model, not personal capacity. They build specialist team architecture (dedicated sales, service, and ops), manage culture as an active leadership function, and evolve the owner role from producer to system-builder to strategic leader.
10/14/2021 · 6 min read
Filter candidates with a follow-instructions test embedded in the job post, use behavioral questions tied to resilience and coachability, and run an observed 30-minute sales simulation before any offer. Then run 30, 60, and 90 day checkpoints. Catch misfits at month one, not month four.
10/07/2021 · 6 min read
Delegation only works when you build the oversight layer. Kirk Baker uses three things: random sampling, visible metrics, and a regular one-on-one. Match the right person to the task, and never delegate culture, key client relationships, or producer hiring.
10/06/2021 · 6 min read
Handing off agency service work requires written process, explicit standards, and repeated observation, not a single walk-through. Kirk Baker explains why the new frontier rewards agencies that document service tasks, train against the document, and inspect what they expect.
09/24/2021 · 6 min read
The agency owners who build great teams share two characteristics: they have high hiring standards and they act on performance problems quickly. Most owners have the first or the second, rarely both.
09/20/2021 · 5 min read
Stop the backslide by tracking behavior metrics (call volume, contact rate, quote conversion, referral asks) on a weekly dashboard with thresholds that trigger defined responses. Complacency softens the behaviors that produced growth, one small concession at a time. Recover sequentially: one behavior at full intensity for 30 days.
09/20/2021 · 5 min read
Spot agency backslide early by watching leading indicators (new business conversion rate, 90-day cancellation rate, team activity volume, retention by cohort) instead of waiting for monthly production to drop. Catch the slide while it's people drift or process decay, before culture changes turn into revenue changes.
09/17/2021 · 6 min read
Insurance hiring is brutal because licensing filters out potential, commission scares off salaried candidates, and the industry lacks employer brand recognition. Survive by running a warm pipeline year-round, shortening your interview process, and testing behavior instead of trusting resumes.
09/06/2021 · 5 min read
Two moves for P&C agents this week: audit your last five closed and five lost accounts and build a five-touch follow-up sequence to close the gap, and stop opening email first thing so the first 30 to 45 minutes of your day is spent on forward-moving work.
09/02/2021 · 6 min read
RiskGenius uses machine learning to read insurance policies, identify provisions, exclusions, and conditions, and flag gaps against standardized language in minutes instead of hours. Agents who pair the tool with coverage knowledge stop competing on price and start competing on expertise.
08/28/2021 · 5 min read
A real agency hiring system has four parts: outcome-based role definition (30/60/90 day wins), wider sourcing into adjacent industries, structured behavioral interviews, and a 90-day onboarding plan with milestones. Skip any one and you get a revolving door.
08/28/2021 · 5 min read
Build a repeatable insurance agency hiring process with three components: a written candidate profile of behaviors and attitudes (not just licenses), a warm pipeline of 2-3 candidates you keep loose contact with year-round, and structured interviews that test specific job behaviors live.
08/09/2021 · 5 min read
Stop being the answer person by writing one-page decision frameworks for the five questions your team asks you most, telling staff to bring decisions instead of questions, and backing their judgment even when the outcome isn't perfect. The dependency is what's capping your growth.
08/05/2021 · 5 min read
Premium billing becomes a retention engine when agencies map the workflow before automating, frame the non-payment call as service instead of collections, and run a proactive billing calendar that contacts clients before renewals instead of chasing them after a lapse.
08/04/2021 · 5 min read
Smarter premium billing is a retention tool, not just a cash flow lever. Landon shows agencies how to align installment dates with client pay cycles, sell annual-pay discounts on purpose, and turn the past-due call into a service moment that uncovers cross-sells.
07/29/2021 · 6 min read
Real delegation requires written one-to-two page process docs for every recurring task, role design where each function has a single accountable owner, and hiring matched to ownership versus execution capacity. Document, train, transfer, step back. The first few processes feel slower than doing it yourself, and pay back indefinitely.
07/28/2021 · 6 min read
Unburden an agency by separating only-the-owner-can-do tasks from work anyone could do with training. Most delegation fails for three reasons: no defined outcome, no support structure, no transferred authority. Fix all three. Start with a five-day time audit and sort every hour into owner-only, delegable, or waste.
03/31/2021 · 6 min read
Brett Young's operational moves that drive scale are continuous behavioral hiring with role-creation for exceptional candidates, documented culture and onboarding instead of personality-driven contagion, and mapped workflows owned by department heads so the agency runs cleanly when the owner is not in the room.