Every agency owner wants to grow, but growth starts with the standards we set for ourselves and our teams. The little things—returning a phone call, responding to an email, or following through on a commitment—have a bigger impact than we sometimes realize. 

In this episode, I share why standards, priorities, and excuses are closely connected, and how improving each one can strengthen your agency. These aren't complicated ideas, but consistently putting them into practice can improve customer service, build stronger relationships, and make running your agency a whole lot more enjoyable. 

The Standards You Accept Become the Standards You Deliver 

One of the easiest ways to lose trust is by letting small things slide. If clients have to wonder whether you'll return a call or respond to an email, they'll naturally start wondering what else might be slipping through the cracks. High standards aren't about perfection—they're about creating consistency that people can rely on. 

The same goes for priorities. Every day presents more work than we can realistically accomplish, so agency owners have to decide what deserves their attention. When we stop making excuses, focus on what's most important, and delegate the rest, it's much easier to build an agency that serves clients well without constantly feeling overwhelmed. 

Standards Show Up in the Everyday 

The choices you make every day ultimately become the standards your agency is known for. 

(00:05:08) The importance of consistency 

Better Habits Build Better Agencies 

Building a successful insurance agency isn't about trying to do everything. It's about doing the important things consistently. The habits you model become the culture your team follows, and that culture shapes the experience every client has with your agency. 

When you commit to higher standards, clearer priorities, and fewer excuses, the results show up in every part of the business. Over time, those daily decisions create an agency that's more efficient, more enjoyable to run, and better equipped for long-term success. 

Connect with Eddie Price and Jenesis Software:   

LinkedIn: https://www.linkedin.com/in/eddierprice/  

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753  

Agency Management Software: https://www.jenesissoftware.com/  

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/  

YouTube: https://www.youtube.com/@JenesisSoftware 

Agency ownership has a way of teaching lessons that no sales role can fully prepare you for. The transition from producer to owner comes with new responsibilities, bigger decisions, and a completely different perspective on growth. 

In my conversation with Jacob Carroll, we talk about what he's learned over more than a decade of agency ownership and why humility, relationships, and a willingness to keep learning have played such an important role in that journey. 

Growth Happens Faster When You Learn From Other People 

One of the biggest mistakes agency owners can make is believing they have to figure everything out on their own. Mentorship, networking with other agency owners, coaching, and continuous learning can help you avoid costly mistakes and see opportunities you might otherwise miss. 

Reading is another habit that often separates growing agencies from stagnant ones. Whether it's leadership, sales, operations, or personal development, exposing yourself to new ideas creates perspective that can improve decision-making across every area of your agency. 

The same principle applies to team building. Strong agency growth often requires investing in people before you're completely comfortable doing so. Developing leaders, creating opportunities for your team, and learning how to delegate are all part of making the transition from working in your agency to working on it. 

Lessons That Only Ownership Teaches 

The agencies that continue growing are usually led by owners who remain teachable. 

(00:05:50) Learning the agency business 

Relationships Still Drive Long-Term Success 

Technology, AI, and changing market conditions continue to reshape the insurance industry, but relationships remain at the center of agency success. Clients, team members, carrier partners, and community connections all thrive on trust, and trust is built through consistency, honesty, and genuine connection. 

As your agency grows, authenticity becomes even more important. Trying to imitate someone else's sales style, leadership approach, or agency culture rarely works for long. The most sustainable path is building relationships in a way that reflects who you are and the values you want your agency to represent. Over time, those relationships become the foundation for retention, agency culture, and the legacy you're building for the future. 

Connect with Eddie Price and Jenesis Software:   

LinkedIn: https://www.linkedin.com/in/eddierprice/  

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753  

Agency Management Software: https://www.jenesissoftware.com/  

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/  

YouTube: https://www.youtube.com/@JenesisSoftware 

About Jacob Carroll: 

Jacob Carroll is an insurance agency owner with more than 13 years of experience serving clients in North Carolina. After entering the industry at age 21 and learning the business at Superior Insurance, he launched his own agency in 2013 and has built a people-first operation focused on long-term relationships and accessible coverage solutions. As part of a network of 25–30 agencies, Jacob Carroll values collaboration, mentorship, and continuous learning. A longtime Jenesis Software user, he embraces technology and operational efficiency while staying committed to helping clients navigate some of life's most challenging circumstances. 

Connect with Jacob and Superior Insurance: 

Website: https://www.superiorilm.com/ 

Email: [email protected] 

Phone: (910) 550-3758 

Facebook: https://www.facebook.com/SuperiorILM/ 

Most agencies already know that good customer service matters. One of the biggest challenges insurance agency owners face is figuring out how to truly stand out in a crowded market. In this episode, I talk about why agency differentiation rarely comes from simply offering good service. That’s the expectation. Real growth happens when we create customer experience moments that clients remember long after the policy is written. 

Thoughtful, people-first interactions can strengthen client relationships, improve retention, and create the kind of agency growth that compounds over time. The goal is being more intentional about the touchpoints that shape how clients feel every time they engage with your agency. 

Designing Client Touchpoints That Build Loyalty 

Every interaction—whether it’s a quote request, renewal, policy update, or anniversary check-in—creates an opportunity to shape how clients experience your agency. Mapping those touchpoints helps reveal where thoughtful, unexpected moments can make the biggest impact. That doesn’t require expensive gifts or complicated systems; often, a personalized note, timely follow-up, or small automated gesture through tools like Mailbox Power is enough to create a genuine wow moment.  

These experiences scale without losing the personal touch that makes them meaningful. Over time, that consistency strengthens retention, deepens customer engagement, and creates agency differentiation. 

Small Moments Create Lasting Impressions 

The agencies that consistently prioritize customer experience are often the ones that create the strongest long-term loyalty. 

(00:05:53) Creating memorable customer experiences 

Creating an Agency Experience Clients Remember 

One of the most practical business strategies we can implement is intentionally designing how clients move through our agency. Creating a simple map of client touchpoints helps identify where surprise and delight can naturally fit into your process, whether through anniversary gifts, automated outreach, or personalized follow-up. 

The agencies that win long term aren’t always the ones with the biggest marketing budgets. They’re often the ones that make clients feel remembered, appreciated, and genuinely cared for. When customer experience becomes part of your operational strategy, it strengthens client relationships, fuels referrals, and creates the kind of retention that supports sustainable agency growth. 

Connect with Eddie Price and Jenesis Software:   

LinkedIn: https://www.linkedin.com/in/eddierprice/  

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753  

Agency Management Software: https://www.jenesissoftware.com/  

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/  

YouTube: https://www.youtube.com/@JenesisSoftware 

Podcasting might feel like one more thing on an already full plate, but when it’s done right, it becomes a practical way to strengthen relationships and stay visible. In my conversation with Virginia Elder, we talk through how agency owners can use podcasting to build credibility, stay connected to clients, and create marketing that feels personal more than polished. 

The point here isn’t to just “start a podcast.” It’s understanding how a simple, sustainable content strategy can deepen trust, support retention, and help your agency stand out in a way that feels natural. 

Using a Podcast to Strengthen Client Relationships 

Podcasting works best when it’s treated as a relationship-building tool, not just another marketing channel. 

When you stay consistent, a podcast becomes an extension of the trust you’ve already built in your agency. 

Making Marketing Decisions That Fit Your Agency 

Marketing only works when it aligns with where your business is right now—not where you think it should be. 

(00:04:41) Entering the financial podcast space 

Where Podcasting Fits Into a Real Agency Marketing Plan 

Ultimately, podcasting should support your agency, not pull you away from it. Before you add something new, make sure your core marketing is in place: your website, your online presence, and your reputation in the community. From there, this becomes a tool you can use to stay connected, share what you know, and keep your agency in front of the right people. It doesn’t have to be complicated—you just have to be consistent and intentional about how you use it. 

Connect with Eddie Price and Jenesis Software:   

LinkedIn: https://www.linkedin.com/in/eddierprice/  

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753  

Agency Management Software: https://www.jenesissoftware.com/  

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/  

YouTube: https://www.youtube.com/@JenesisSoftware 

About Virginia Elder: 

Virginia Elder is the founder of Podcast Abundance, where she helps business owners use podcasting as a practical, relationship-driven marketing tool. Since 2019, she has guided clients through podcast strategy, launch, and production, with a focus on building authority, strengthening client loyalty, and supporting long-term business growth. With a background in financial auditing and project management, Virginia brings a structured, hands-on approach to helping agencies create sustainable, authentic content that connects with their audience and drives results. 

Connect with Virginia and Podcast Abundance: 

Website: https://podcastabundance.com/ 

LinkedIn: https://www.linkedin.com/in/virginiaelder/ 

Instagram: https://www.instagram.com/podcastabundance/ 

YouTube: https://www.youtube.com/@podcastingforfinancialpros 

Podcast: https://www.podcastingforfinancialprofessionals.com 

If you want your agency to stand out online, video is one of the simplest ways to build trust faster, plus you can get started by simply using your phone. In this conversation with Brad Harvey, we dig into how agencies are using video to strengthen client relationships, improve retention, and create a stronger local presence without overcomplicating the process. The biggest takeaway is that video does not have to be polished to be effective. What matters most is showing up consistently, answering real questions, and letting people see the human side of your agency. 

Videos That Build Trust, Retention, and Reach 

Video works best when it feels useful, visible, and personal. Google says there is a 50x greater chance of being in the top three (business profiles listed) if you have video on your site.

The agencies getting the most out of video are not waiting for perfect production—they are creating consistent content that helps people feel informed and connected. 

Showing Up on Camera and Online 

Video helps agency owners shift from interruption-based marketing to trust-based marketing, and the strongest results usually come from consistency over polish. 

(00:07:07) Push vs Pull marketing shift 

(00:17:59) Finding help for customer testimonials 

(00:21:29) Importance of video for retention 

(00:24:25) Answering FAQs on social media 

(00:28:20) Using testimonials to build relationships 

(00:32:29) Using video to boost SEO 

(00:38:30) Team reactions after acquisition 

(00:42:10) Creating company culture content 

(00:46:33) Discussing AI and human creativity 

(00:48:22) Using influencers to sell 

(00:51:04) Connecting with niche communities 

Using Video to Make Your Agency More Memorable 

The strongest agency video strategy is usually the simplest one: show up, be helpful, and keep going. Clients respond to clarity and authenticity, whether that comes through a quick FAQ video, a testimonial, or a short introduction to your team. 

Video also supports more than marketing. It improves retention, strengthens agency branding, helps with recruitment, and gives your website content that continues working long after it is posted. As your agency grows, you can always increase production quality later—but the real advantage comes from getting started and staying visible. 

Connect with Eddie Price and Jenesis Software:   

LinkedIn: https://www.linkedin.com/in/eddierprice/  

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753  

Agency Management Software: https://www.jenesissoftware.com/  

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/  

YouTube: https://www.youtube.com/@JenesisSoftware 

Connect with Brad Harvey & Brad Harvey Creative:  

Website: https://www.bradharveycreative.com/ 

Email: [email protected] 

Phone: 419-202-9920 

Facebook: https://www.facebook.com/Brad-Harvey-Creative-202528056449463/ 

LinkedIn: https://www.linkedin.com/in/brad-harvey-599ab240/ 

Building a successful agency doesn’t mean doing everything on your own. There are resources available that most agency owners either overlook or never hear about—and they can make a meaningful difference in how you grow, operate, and plan ahead. 

One of those resources is the Small Business Technology Development Center (SBTDC). It offers confidential, no-cost support across marketing, financials, hiring, and even acquisitions. If you’re trying to make better decisions, improve profitability, or prepare for your next move, this is the kind of outside perspective that can sharpen how you run your agency. 

Why Most Agencies Overlook Valuable Outside Guidance 

Many agency owners rely on their own experience or internal team, but that approach can miss opportunities where outside perspective would save time and money. The reality is, there are experts—often available at no cost—who can help you evaluate financials, refine marketing, and make better growth decisions, yet most agencies overlook them due to lack of awareness or prioritization. Consistent, objective input helps you catch blind spots earlier and improve performance across areas like profitability, client targeting, and operations. The real value isn’t just the advice—it’s having someone challenge your thinking before small issues become costly mistakes. 

Lessons From Leveraging External Expertise 

Consistent growth comes from making better decisions, not just working harder—and that often requires input beyond your own four walls. 

(00:05:12) SBA & SBTDC: Supporting Businesses 

The agencies that improve the fastest are the ones willing to step outside their day-to-day operations and get clear, objective feedback. 

Building a Smarter, More Supported Agency 

Strong agencies don’t just react to problems—they build systems that help them stay ahead of them. Leveraging outside expertise gives you a clearer view of your financials, your marketing, and your operational gaps before they become costly. 

The key is treating this kind of support as part of how you run your business, not something you reach for only when things go wrong. Whether you're refining your current operation, exploring acquisitions, or thinking about long-term value, having consistent, informed input changes the quality of your decisions. 

When you combine that perspective with execution, you build an agency that’s more resilient, more efficient, and better positioned for whatever comes next. 

Connect with Eddie Price and Jenesis Software:   

LinkedIn: https://www.linkedin.com/in/eddierprice/  

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753  

Agency Management Software: https://www.jenesissoftware.com/  

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/  

YouTube: https://www.youtube.com/@JenesisSoftware  

Connect with Joel Harper and SBTDC: 

Website: https://sbtdc.org/ 

Email: [email protected] 

**The SBTDC serves North Carolina. However, this is available nationwide. Search for your state’s Small Business Development Center Network online. 

Building a profitable insurance agency today requires more than opening an office and waiting for walk-in traffic. Consumer behavior has changed, marketing has evolved, and the agencies that thrive are the ones willing to adapt.  

Focusing on a clearly defined market, building real relationships with clients, and using modern tools to communicate coverage clearly can dramatically improve both retention and closing ratios. As Marty Karriker often says, the formula is simple: “Never give up. Fight.” 

Modern Marketing and the New Agency Growth Model 

The traditional walk-in model that many agencies relied on decades ago has largely disappeared. Growth now depends on visibility where clients spend their time: search engines, social platforms, and niche communities. 

Strong SEO, influencer partnerships, and disciplined digital advertising can create a steady flow of qualified leads. The key is tracking return on investment and adjusting spending based on performance. Agencies that treat marketing like a measurable system—not a guessing game—gain a significant advantage. 

Another lesson Marty emphasizes is transparency. Sharing strategies with other agency owners doesn’t create competition—it raises the level of the entire industry. In the end, execution and work ethic matter far more than keeping ideas secret. 

Lessons From Building a Specialized Insurance Agency 

Agencies that grow consistently combine niche positioning, disciplined marketing, and a willingness to evolve with the industry. 

(00:03:52) The Early Expansion of a P&C Agency 

Building an Agency That Adapts and Endures 

A successful insurance agency isn’t built on shortcuts or temporary tactics. It grows through consistent effort, strong client relationships, and the ability to adapt as the industry changes. 

Marty’s career illustrates how agencies evolve—from local walk-in operations to digital-first businesses serving specialized markets nationwide. Focusing on a clearly defined market creates authority and attracts better prospects. Pairing that expertise with clear client education and personalized service strengthens retention and referrals. 

The larger lesson is simple: agencies that stay curious, measure what works, and outwork the competition continue to grow no matter how the market shifts. 

Connect with Eddie Price and Jenesis Software:  

LinkedIn: https://www.linkedin.com/in/eddierprice/ 

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753 

Agency Management Software: https://www.jenesissoftware.com/ 

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/ 

YouTube: https://www.youtube.com/@JenesisSoftware 

Connect with Marty Karriker and The RV Insurance Shop: 

LinkedIn: https://www.linkedin.com/in/marty-karriker-34433926a/ 

Website: https://www.rvinsuranceshop.com/about/ 

Email: [email protected] 

Steady growth doesn’t happen by accident. In this episode, we break down how one local insurance agency evolved from a traditional operation into a focused, growth-driven business generating 15% annual growth with 90% retention. 

The shift wasn’t flashy. It was strategic. By committing to specialized niches, investing in systems that scale, and building a culture rooted in accountability and relationships, Chamberlain Insurance Agency created momentum that compounds year after year. It’s a testament that sustainable growth isn’t about chasing trends — it’s about building infrastructure that supports the long view. 

Sustainable Growth Comes from Discipline, Not Luck 

Long-term agency growth isn’t accidental — it’s engineered through structure, focus, and consistent execution. My conversation with Mike Totaro down the operational decisions that turned steady performance into measurable, repeatable expansion. 

When discipline, systems, and people alignment work together, growth becomes sustainable instead of stressful. 

Moments That Strengthen the Foundation 

Growth at this level requires clear metrics, defined roles, and systems that remove friction from daily operations — especially when scaling commercial books of business. 

(00:05:58) Closing Ratios vs Total Sales 

Boost Your Insurance Agency’s Growth with Strategic Goals, CRM Mastery, and Automated Systems 

Intentional specialization, operational systems, and disciplined goal-setting transformed a traditional agency into a consistent growth engine. Leaning into a niche during a difficult market created differentiation and referral momentum. Investing in both technology and people ensured that growth didn’t outpace infrastructure. Clear accountability and measurable targets kept the entire team aligned. 

The larger takeaway is simple: agencies that prioritize structure, communication, and long-term thinking create profitability that lasts. 

Connect with Eddie Price and Jenesis Software:  

LinkedIn: https://www.linkedin.com/in/eddierprice/ 

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753 

Agency Management Software: https://www.jenesissoftware.com/ 

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/ 

YouTube: https://www.youtube.com/@JenesisSoftware 

Connect with Mike Totaro and Chamberlain Insurance: 

Website: https://www.chamberlaininsurance.com/ 

Email: [email protected] 

LinkedIn: https://www.linkedin.com/company/chamberlain-insurance-agency/ 

Mike Totaro email: [email protected] 

Starting from zero and building a $10 million insurance agency sounds extraordinary—but what you’ll hear in this episode makes it feel grounded, methodical, and achievable.  

Tobiaz and I walk through what it really takes to grow from nothing: hiring before you feel ready, putting clients at the center of every decision, and building systems that can actually support scale. Instead of chasing shortcuts, this conversation focuses on the quiet, consistent work that creates trust, culture, and momentum. If you’re building—or rebuilding—an agency, this episode shows what sustainable growth really looks like. 

“Getting the right employees in place is obviously very important...to really get the growth, I think you have to be able to hire maybe more people than you can, almost than you can afford, at least than the business can afford. But at the same time, you continue the growth because you get the right people." -Tobiaz Johannson  

Secrets to Boosting Retention and Referrals to Achieve Growth 

Building a successful agency from scratch starts with mindset and people. Tobiaz’s story shows that you don’t need a perfect résumé or a massive book of business to grow—you need persistence, business-savvy team members, and a willingness to invest in others before the numbers fully justify it.  

When you focus on client relationships instead of quick wins, high retention and referrals become natural byproducts of how you operate. Strong systems and clear processes give that growth somewhere to land, turning chaos into something scalable and repeatable. 

Over time, that combination creates a business that can survive change, whether it comes from market shifts, new technology, or ownership transitions. When your agency is built on people, process, and long-term thinking, it becomes easier to grow without burning out—or becoming the bottleneck yourself. 

Moments That Move the Needle  

Every agency story has a few inflection points—the decisions and realizations that quietly change everything. These moments are where the conversation gets especially honest about what it really takes to build something that lasts. 

(00:08:59) Bittersweet Business Acquisition 

(00:26:05) Mastering the System Together 

(00:32:49) Hiring for Growth and Sustainability 

(00:40:59) Embracing AI: Adapt or Lag 

(00:44:09) Appreciation for a Valued Partner 

Smart Scaling Strategies for an Agency That Lasts 

Tobiaz Johansson unpacks what it really looks like to build a $10 million agency from the ground up. Persistence, people-first leadership, and having enough financial runway are what make growth possible when the early years feel tight and uncertain. Decisions around hiring, acquisitions, and technology either strengthen or strain your ability to scale, and this conversation doesn’t shy away from the trade-offs.  

You’ll hear what went wrong, what finally worked, and how strong systems and long-term team members create stability over time. The result is a grounded look at how an agency becomes profitable, sustainable, and able to outlast any one person. 

Connect with Eddie Price and Jenesis Software:  

LinkedIn: https://www.linkedin.com/in/eddierprice/ 

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753 

Agency Management Software: https://www.jenesissoftware.com/ 

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/ 

YouTube: https://www.youtube.com/@JenesisSoftware 

Connect with Tobiaz Johanneson and America’s Insurance:  

Website: https://amerinsure.net/ 

Email: [email protected] 

Starting an insurance agency during an economic downturn is one of the hardest ways to enter this industry—and it’s also where real operators are made.  

"Start working where your feet are and work out, and it'll grow exponentially." -Johnny Ellis 

In this episode, I sit downwith Johnny Ellis to talk about what it takes to survive the early years, keep the doors open, and grow into a multi-location agency. We get honest about patience, near-misses, and the moments that make you question everything, along with what actually turns the corner. If you’re in the grind right now or thinking about scaling, this conversation speaks directly to where you are. 

Building an Agency That Lasts 

Real agency growth doesn’t come from quick wins—it comes from staying in the game long enough for momentum to compound. In this episode, the conversation centers on how steady leadership, integrity, and community connection turn early struggles into lasting success. 

Growth Through Integrity, Community, and Smart Expansion 

Building a sustainable agency takes more than good sales. Real decisions, setbacks, and breakthroughs shape a lasting agency. These points trace how persistence, relationships, and smart decisions shape long-term growth. 

(00:08:15) Learning the Hard Way 

Turning Hard Years into Long-Term Growth 

Your agency doesn’t have to start strong to become strong. Growth comes from patience, steady leadership, and consistently putting people before commissions. Community involvement, referrals, and honest service create momentum that no marketing budget can replace. Strategic acquisitions, the right systems, and thoughtful staffing decisions compound that growth when the timing is right. This episode lays out how to build something that lasts—even through downturns, disasters, and the hardest seasons of ownership. 

Connect with Eddie Price and Jenesis Software:  

LinkedIn: https://www.linkedin.com/in/eddierprice/ 

The Perfect Insurance Agency Book: https://www.amazon.com/Perfect-Insurance-Agency-Changes-Success/dp/0578485753 

Agency Management Software: https://www.jenesissoftware.com/ 

Book Your Demo of Jenesis Software today: https://www.jenesissoftware.com/request-demo-2/ 

YouTube: https://www.youtube.com/@JenesisSoftware 

Connect with Johnny Ellis & Ellis Agency Insurance: 

Email: [email protected] 

YouTube: https://www.youtube.com/channel/UC8OlgpjSihXW6f4U_WUOPbw/videos 

Website: https://ellisagency.net/