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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.
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.
06/21/2021 · 5 min read
Five canary signals every agency owner must watch weekly: staff disengagement before resignation, slowing client service response times, top producer production dips, renewals processed without review, and owner complacency. Track them on a weekly scorecard, not monthly.
05/31/2021 · 5 min read
Killing with kindness is a retention machine, not a soft skill. The standard runs on systematic touchpoints, genuine problem ownership, and a same-day response rule. Build it into the system instead of relying on whoever picks up the phone.
11/27/2020 · 6 min read
Going above and beyond in P&C means four systematized behaviors: a proactive mid-year coverage review, a pre-claim walk-through, reciprocal client referrals, and the hard truth conversation. Define each in writing, put it on a calendar trigger, and track completion.
06/29/2020 · 6 min read
Laura Harris has run a family Allstate agency in Corpus Christi for 25 years by treating process as a retention tool. Documented procedures, a deliberate 30-day onboarding, and strict role clarity between family and business make the operation work whether she is in the office or not.
01/03/2020 · 7 min read
Grant Botma cut turnover to near zero over a decade by hiring for values alignment, onboarding around mission before skills, weaving purpose into weekly rhythms, and modeling the values himself when it costs him something.
11/18/2019 · 7 min read
Build retentive insurance agency culture on three questions every employee answers daily: do I know what's expected of me, do I feel my work matters, and do I see a future here? Clarify expectations, recognize specific wins daily, and run career conversations every team member.
09/18/2019 · 6 min read
Producer turnover is a training problem disguised as a hiring problem. Build a documented 90-day onboarding plan, schedule weekly skill training after ramp, pair every new producer with a mentor, and recruit every single day so vacancies never become panics.
09/11/2019 · 6 min read
Hiring is a compensation problem in disguise. Fund the 3 to 6 month ramp honestly, make commission simple enough that a producer can calculate daily income, and build a real long-term wealth builder (book ownership, equity, or profit share) so good producers stay past year two.