The reality is, it takes a while to learn everything about insurance. 

Even the word "everything" is usually only relative to the few lines of business you decided to sell.

But once you've mastered your corner of the universe, you finally have time to envision what a better customer experience looks like.

Now it simply becomes a matter of discovering the areas you can make the biggest impact. 

Erin, Neill, Owner of Hanby Insurance, talks about the time she put in to get there and the first thing she did when she finally arrived.