Insurance Agency Success

Starting with a single insurance agency and expanding to seven locations and 21 team members, Lee Pridgeon of AllCare Insurance emphasizes the importance of meeting staff where they are, offering flexibility, and putting team member success at the center of the business model. 

She shares how acquisitions helped her grow faster, which metrics she tracks to ensure healthy growth, and what she and her team did to streamline training for new hires. 

“We record our training. And so when someone says, oh, I don't recall that, or I didn't hear it, we're like, go back to this training video. You can see, you can rehear it and it helps them to get back." - Lee Ann Pridgeon 

Hiring and retaining talent is her biggest challenge now. Her strategy? Meet people where they are. Accept not everyone will reach the same level, but support and develop staff within their abilities, while still encouraging growth. 

How All Care Insurance Built a Thriving Team and Seven Locations with People-First Strategies 

(00:03:59) Post-COVID Workplace Reinvention 

(00:06:53) Leadership Through Staff Success 

(00:13:56) Systematize and Act Now 

(00:19:34) Workplace Commitment Concerns 

(00:20:58) Insurance Fraud and Compliance Issues 

(00:23:42) Accountability in Client Service 

(00:28:30) Peer Review and Incentives Analysis 

(00:32:18) Keeping Office Locations Connected 

(00:37:29) Building Collaborative Business Relationships 

Secrets to Growing Your Insurance Agency and Retaining Staff for Over 20 Years 

Building a thriving insurance agency isn’t just about numbers – it's about people and adaptability. In this episode, you’ll discover how to build a successful, people-first insurance agency with a focus on systems, employee satisfaction, and maintaining connection between teams across multiple locations. Here are key takeaways for insurance agency owners: 

Agency Management That Works: Training, Cross-Selling, and Keeping Employees Engaged 

Growth has mostly come through acquisition, but cross-selling and retention are always in focus. Incentives for cross-sales help—plus peer-to-peer reviews for honest feedback and identifying unsung internal leaders. Lee Pridgeon's open-door policy, semi-annual social outings, and a company calendar keep her seven offices connected. Regular meetings and instant messaging nurture a team that genuinely wants to help each other. 

Connect with Eddie Price and Jenesis Software: 

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 

LinkedIn: https://www.linkedin.com/in/lee-ann-g-34952866/ 

AllCare Insurance Services: https://goallcare.com/ 

Email Lee: [email protected] 

Thinking about how to grow your insurance agency for long-term success, without sacrificing happiness or work-life balance? In this episode, Eddie Price sits down with Keith Kiser to share real lessons from decades in the business. 

Here's what you'll learn: 

Key steps included adapting to market shifts, embracing independence when given the opportunity, and choosing technology partners tailored to the agency’s real needs rather than flashy features. Throughout, prioritizing customer relationships, staying resilient through hard markets, and learning from both successes and failures set the stage for Kiser Insurance Agency’s sustainable growth. 

(00:22:29) “We're not going to represent a company that we would not place our own insurance with.”  - Keith Kiser 

52 Years Strong: The Secrets Behind a Lasting Independent Insurance Agency 

Actionable strategies for agency owners include focusing on genuine customer service—such as meeting clients where they’re most comfortable, providing flexibility in communications, and maintaining after-hours support when truly needed. Keith notes that patience is required and that new agency owners must ‘pay their dues’ as in making the calls, working the long hours, and showing up consistently over a long period of time, building referrals and reputation.  

You’ll find emphasis throughout this episode on the importance of balancing personal and professional life, including the pursuit of hobbies and family time to avoid burnout.

Building the Right Team by Hiring for Heart and Training for Skill  

Although hiring is identified as a major challenge, Keith’s advice is to seek candidates that fit the agency culture and train them for skill, rather than prioritizing prior insurance experience. While much of the insurance world might still feel outdated, the presence of apps, chatbots, and e-signature software has made it possible to operate with less staff members than in the 90’s since many important steps are taken automatically, thanks to technology. Adapting quickly to integrate the technology is just as important as setting aside the budget for the team training needed for each new app or tech opportunity.  

Boosting Agency Efficiency and Client Retention with Jenesis Software 

When Kiser Insurance Agency transitioned from being an exclusive Nationwide agency to an independent one in 2019, he evaluated several agency management systems but ultimately chose Jenesis for its simplicity and reliability, likening it to a “Honda Accord” that provided all the essential features without unnecessary complexity or cost. Since then, Kiser is also using their website service and Jenesis’ reputation management system, which helped them go from 3 to 17 Google reviews in just 30 days. 

Keith praises the Jenesis support team’s responsiveness and persistence in solving issues and highlights their ongoing commitment to improvement and personalized service—qualities he believes make Jenesis an ideal fit for agencies seeking practical, people-oriented technology solutions. 

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 Keith and Kiser Insurance Agency:  

Website: https://kiserinsuranceagency.com/ 

Facebook Page: https://www.facebook.com/profile.php?id=100063670235016# 

What mindset and actions do you think are most important when launching an agency from the ground up?  

Mike McDaniel, owner of McDaniel Insurance Agency, began from a kitchen table with a single phone and family support led him toward a multi-million-dollar agency serving thousands today.  Longevity, authenticity, and a deep commitment to service play pivotal roles in developing a reputation strong enough that most new clients arrive through word-of-mouth referrals and personal recommendations rather than just traditional marketing methods.  

Don’t overlook the power of asking for referrals, tracking how clients discover your agency, and leveraging automation and modern website tools to streamline lead capture—while continuing to deliver a personal touch. Hiring staff who complement strengths and investing in community involvement sets agencies apart in competitive markets, while maintaining a healthy balance between hard work and personal fulfillment ensures sustainability and genuine enjoyment of agency ownership. 

Overcoming Challenges in Insurance: Carrier Access, Referrals, and Building a Trusted Brand 

(00:06:42) In the Weeds and Hustling Hard from Scratch 

(00:17:28) Building a Referral Pipeline Beyond Incentives 

(00:24:13) Challenges of Staying Competitive 

(00:27:40) Unexpected Satellite Office Expansion 

(00:38:14) Work-Life Balance: Agency Ownership Plus Fitness and Family 

(00:43:11) Prayer, Ministry, and Insurance 

“What I mean by visible is, I take a lot of my commercial policies, instead of mailing them, I take them and hand them to people. Sometimes they say, how in the world can you do that being an eight-million-dollar agency? Well, believe this or not, I get up at 5 o' clock every morning, I'm here at my office by 6 o' clock every morning, and I work to sometimes 6 and 7 at night, you know, and some people may not want to hear that." - Mike McDaniel 

Building a People-First Insurance Agency: Lessons From a 27-Year Journey 

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 McDaniel:  

Email: [email protected] 

McDaniel Insurance Agency: https://www.mcdanielinsuranceagency.com/ 

Curious if you should go 100% remote or have physical locations? 

Unsure how much emphasis should be put on Google reviews and staff training?  

Reputation management, the impact of physical locations on agency credibility and visibility, and the broad skill set (and constant improvement of those skills) required of agency owners are all pillars of discussion on today’s episode. 

(00:28:00) "I think now people have to, when they start out, I believe they've got to invest some money in marketing for the long run. I think if you just sit tight for too long and then don't invest any money in growth, then that's what you're going to get. You're not going to get any growth." - Eddie Price 

Alex Hernandez has been in the insurance business for 45 years and is now the owner of 3 locations of “The Insurance Shop” in Texas. He highlights the importance of his local presence through brick-and-mortar locations for his insurance agency offices, citing that his customers prefer face-to-face interactions.  

The Power of Agent Training and Face-to-Face Interactions 

Being an agency owner requires a diverse skill set encompassing insurance knowledge, marketing, hiring, training, and customer interaction. Eddie and Alex discuss the importance of having a wide range of skills to succeed in the insurance business, including not just insurance knowledge but also business management, marketing, and employee training. 

Both agree that running multiple locations can be beneficial for growth, but it comes with challenges such as staffing and maintaining consistency. This conversation sheds light on the complexities of being an agency owner and the skills required to navigate the industry successfully. 

Tap Into the Growth Potential for Your Insurance Agency 

(00:00:02) Face-to-Face Interactions in Insurance Agency Growth 

(00:10:00) Strategic Growth through Local Establishments and Presence 

(00:16:33) Enhancing Online Presence Through Google Reviews 

(00:20:17) Comprehensive Training for Insurance Agency Success 

(00:21:22) Navigating the Complexities of Agency Ownership 

(00:25:02) Shift from Instant to Long-Term Insurance Marketing 

Business Strategy & Takeaways for Insurance Agency Owners:  

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 Alex Hernandez: 

LinkedIn: https://www.linkedin.com/in/alex-hernandez-3ab57759/ 

The Insurance Shop: https://insuranceshoptx.com/ 

Sales and marketing strategies are the bread and butter of any successful business. Without a solid plan in place, your products or services may struggle to reach your target audience. 

Building relationships during sales calls, being genuine, and having a passion for the product are critical for success. Over the past nine years, Jenesis Software has experienced substantial growth, with increased sales, team members, and services, driven by an emphasis on genuine customer engagement and effective sales strategies, thanks to Jenna Kleiber, Christy Alaimo, and Joe Gauger. 

Improving Sales Processes to Build Strong Client (and Potential Client) Relationships 

Listen in to learn their advice to guide your team to increase sales and build your customer list. Balancing sales calls and account management tasks requires a blend of responsibilities, such as handling emails, managing accounts, and conducting demos to engage potential clients. 

Mastering the Art of Sales Calls and Follow-Up 

(00:11:26) Strategies for Juggling Sales and Account Management 

(00:15:18) Prioritizing Genuine Conviction in Sales Practices 

(00:20:37) Building relationships for successful software sales calls 

(00:23:32) Passion and Conviction in Sales Process 

(00:30:32) Fulfillment and Motivation through Sales Success 

(00:32:15) Exponential Expansion and Service Diversification 

(00:42:26) Authenticity Over Profit: Selling with Conviction 

Want to cut to the chase? Key takeaways from this episode include the importance of honesty, transparency, and treating clients how you would want to be treated. Building genuine relationships, focusing on problem-solving rather than just chasing profits, and creating wow moments during demos are crucial for success. Agency owners can benefit from prioritizing client needs, maintaining a genuine passion for their product or service, and staying focused on day-to-day tasks while also keeping an eye on strategic growth opportunities. 

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 

If you’ve been wondering how to integrate your faith into every aspect of life, especially in the realm of agency management, this episode is for you! The C12 organization is a unique blend of business acumen and faith-based principles, creating a space where leaders can come together to support and challenge each other. Eddie has been a member for a few years and reveals personal and professional “wins” because of the fellowship. 

"Your prayer life is a real reflection as to how much you really believe you're good and you don't need God." - Doug Fincannon 

(00:09:09) Integrating Discipleship Values for Business Success 

(00:12:30) Collaborative Business Growth through C12 Meetings 

(00:26:23) Faith-Based Monthly Business and Ministry Learning 

(00:30:01) 360 Insightful Assessment for Personal and Professional Growth 

(00:33:07) The Divine Purpose of Human Work 

(00:36:53) Transforming Work Through Spiritual Passion 

(00:42:00) Personal Growth through C12 Experiences 

Doug Fincannon views discipleship as the cornerstone of C12, believing that integrating one's Christian faith into all aspects of life, including business, is essential. As a C12 chair, Doug facilitates peer advisory groups that prioritize transparency, vulnerability, and a selfless attitude, allowing members to collectively learn and grow. His approach underscores the importance of running businesses with intentionality and purpose, fostering a community where professional and personal development go hand in hand, all while serving others and fulfilling a greater mission. 

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 Doug Fincannon:  

LinkedIn: https://www.linkedin.com/in/doug-fincannon-65229214/ 

C-12: https://www.joinc12.com/ 

Noting today’s hardened insurance market and contrasting it with the number of new, younger agency owners finding success, this episode highlights the weight carried by a family name and reputation, the power of acquiring other businesses over time, and the importance of building a network. Most of all, however, this week’s guest touts the importance of family and personal time above all.  

"Without the work-life balance, all the rest of it means nothing." - Todd Johnson 

Every insurance agency owner has to navigate the complexities of insurance markets, increased deductibles, reduced coverage, and rising premiums. Beyond that, Todd says the greatest challenge is finding and retaining great employees whose values align with your agency’s goals and the reputation you intend to build (which he’s been successful at).  

It's no secret that the insurance industry is highly competitive, with companies constantly vying for market share and customer loyalty. To stay ahead in this environment, one must be prepared to adapt, innovate, and constantly strive for excellence. 

(00:08:57) Building a Family Business and Upholding Reputation 

(00:22:17) Impact of Hardening Insurance Markets 

(00:25:09) Thriving Amid Insurance Industry's Competitive Landscape 

(00:30:03) Johnson's Political Career Highlights 

(00:33:09) Helpful Association & Group Memberships 

Todd Johnson, Owner of Johnson Insurance in North Carolina, built his insurance agency from scratch, thanks to his father’s guidance and the acquisition of agencies along his 25-year career. You’ll find value in his perspective on achieving work-life balance and building a cohesive team that shares common values and mindset. Johnson attributes much of his success to a commitment to technological advancement, a principle passed down from his father, which has been pivotal in enhancing the growth and efficiency of his agencies. 

Business Strategy & Takeaways for Insurance Agency Owners: 

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 

LinkedIn: https://www.linkedin.com/in/todd-johnson-96827138/ 

Johnson Insurance: https://johnsoninsurance.org/ 

Email Todd: [email protected] 

North Carolina’s Senator of the 35th District email: [email protected] 

Video editing & podcast management by www.podcastabundance.com

Does your agency's growth strategy focus on expanding its physical presence through acquiring new locations and team members?  

Miles Butler of Able Insurance Agency highlights the advantages of multiple locations, including improved accessibility for clients, more opportunities for customer service, and enhanced online visibility through local SEO.  

(00:10:37) Enhancing Accessibility Through Local Agency Office Locations 

(00:13:18) Ensuring Reliable Team Members Across Multiple Offices 

(00:18:09) Specialized Staffing and Carrier Acquisition Challenges 

(00:21:09) Dynamic Marketing Investments for Insurance Agencies 

(00:28:57) Enhancing Customer Experience Through Technology Adoption 

(00:38:00) Ethical Customer Relationships in Insurance Industry 

(00:38:30) Ethical Customer-Centric Business Strategies 

Although Miles has been working and growing the business full-time over the past 10 years, he credits his grandfather and father for establishing a strong initial footprint for the family business. With multiple locations, several brand names beginning with “A”, and a book worth $35MM in premium, he says attracting qualified team members, securing the right carriers, and maintaining effective communication, particularly in coastal areas with unique insurance needs are ongoing challenges.  

Able Insurance’s marketing strategies are diverse, combining traditional advertising with SEO efforts, and Miles advises patience and consistent investment over a long period of time before evaluating whether one tactic is working or not.  The agency remains committed to a customer-centric approach, prioritizing long-term relationships and moral integrity over short-term gains, and leveraging technology to improve customer satisfaction and operational efficiency. 

"You have to meet them where they are. You have to understand their needs. Their ability to pay or not to pay is not something that the majority of people are making that conscious decision. They're out there doing their best." - Miles Butler 

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 

LinkedIn: https://www.linkedin.com/in/miles-butler-379038206/ 

Atlantic Coast Insurance Agency: https://atlanticcoastautonc.com/ 

Able Insurance Agency: https://ableautoinsurance.com/ 

Video editing & podcast management by www.podcastabundance.com

While rapid growth may seem appealing, slow and steady business growth often leads to long-term success. By focusing on sustainable growth strategies, businesses can build a strong foundation, establish a loyal customer base, and weather economic downturns more effectively. That’s exactly how Deirdre Rushin has methodically grown Imperial Insurance and Financial Solutions of Durham, NC.  

(00:02:48) Remote-Driven Evolution in Insurance Business 

(00:08:06) Relationship-Based Expansion Marketing Approach 

(00:12:29) Team Alignment in Business Scaling Challenges 

(00:16:28) Sustainable Growth Through Methodical Progress 

(00:24:03) Referral-Based Business Growth through Strategic Partnerships 

(00:33:14) Narrowing Business Focus for Strategic Growth 

Deirdre Rushin founded the company in 2018 with a focus on monoline home and auto insurance. From buying a book of business (life insurance) and working to serve those clients in other areas, she successfully expanded into the commercial insurance sector, offering Workers’ Comp., Group Health, General Liability, Commercial Auto, and International Business Insurance.  

She’s used Jenesis Software as her agency management system from the start. Having implemented it back in 2016 at her then day-job, she knew it was the perfect fit for her own agency.  Book your Demo of Jenesis Software today. 

In 2022, Deirdre transitioned her agency to a fully remote operation, adapting to the post-Covid way of doing business. This allowed for reduced overhead costs and increased flexibility in servicing her clients. With a firm belief in the importance of a strong support system and a methodical approach to growth, she continues to leverage her prior experience and digital platforms to maintain client relationships and drive success in the ever-evolving insurance industry. 

"If I had to give advice, I would start by saying that it's so important to have a support system, first of all, because it's rough starting any business from scratch, be it insurance or grocery store or a hair salon." - Deirdre Rushin 

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 

LinkedIn: https://www.linkedin.com/in/deirdre-rushin-9b2a1325/ 

Imperial Insurance: https://imperial-ins.com/ 

Video editing & podcast management by www.podcastabundance.com

Want to grow your insurance agency, streamline operations, and scale with confidence? Host, Eddie Price—founder of Jenesis Software and agency owner for 30+ years—shares real strategies from top agency owners and industry pros to help you build a business you love. Ready to simplify your systems? Visit jenesissoftware.com to book a demo.