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Kelly Donahue-Piro, Owner of Agency Performance Partners
Kelly spends much of her time on Collabcast explaining to us how, in this current hard market, agency owners can help themselves by making improvements and taking advantage of opportunities to grow their agencies, increase retention, and boost employee morale. She focuses on the processes, systems and attitudes it takes to not only survive through this hard market, but thrive on the back end of it.
Episode Highlights:
Kelly shares her degree in Relationship Marketing from Bentley University, where she studied the emerging field of using customer data for personalized marketing strategies, which has since become outdated. (6:40)
Kelly discusses her experience working for a company that transitioned from mortgages to insurance, pioneering CRM tools and digital marketing strategies in the early days of the internet, eventually leading to her role in client services and training for agencies. (16:27)
Kelly mentions that Agency Performance Partners offers consulting services with a team of coaches, providing structure, processes, and training for agencies to improve their operations and achieve growth. (27:27)
Kelly believes that agencies should have new business guidelines, train their team on setting expectations, focus on the quoting process instead of the sales process, and conduct renewal reviews to proactively contact clients. (34:59)
Kelly discusses the importance of balancing resources between acquiring new customers and managing existing ones in business. (40:29)
Kelly mentions that in a market with short-staffed and technologically outdated competition, it's crucial to realize that being part of the elite and providing excellent service can help crush the competition and retain clients who value good service and want to feel heard. (51:00)
Key Quote:
“The agencies that built trust before this market, and you build trust by being proactive, you build trust by educating, you build trust by doing the right thing, will prevail and grow dramatically during this market.” - Kelly Donahue-Piro
Resources Mentioned:
Kelly Donahue-Piro LinkedIn
Agency Performance Partners
Reach out to Dave Jackson
Independent Agency Owners Alliance | IAOA
View all episodes
Kelly spends much of her time on Collabcast explaining to us how, in this current hard market, agency owners can help themselves by making improvements and taking advantage of opportunities to grow their agencies, increase retention, and boost employee morale. She focuses on the processes, systems and attitudes it takes to not only survive through this hard market, but thrive on the back end of it.
Episode Highlights:
Kelly shares her degree in Relationship Marketing from Bentley University, where she studied the emerging field of using customer data for personalized marketing strategies, which has since become outdated. (6:40)
Kelly discusses her experience working for a company that transitioned from mortgages to insurance, pioneering CRM tools and digital marketing strategies in the early days of the internet, eventually leading to her role in client services and training for agencies. (16:27)
Kelly mentions that Agency Performance Partners offers consulting services with a team of coaches, providing structure, processes, and training for agencies to improve their operations and achieve growth. (27:27)
Kelly believes that agencies should have new business guidelines, train their team on setting expectations, focus on the quoting process instead of the sales process, and conduct renewal reviews to proactively contact clients. (34:59)
Kelly discusses the importance of balancing resources between acquiring new customers and managing existing ones in business. (40:29)
Kelly mentions that in a market with short-staffed and technologically outdated competition, it's crucial to realize that being part of the elite and providing excellent service can help crush the competition and retain clients who value good service and want to feel heard. (51:00)
Key Quote:
“The agencies that built trust before this market, and you build trust by being proactive, you build trust by educating, you build trust by doing the right thing, will prevail and grow dramatically during this market.” - Kelly Donahue-Piro
Resources Mentioned:
Kelly Donahue-Piro LinkedIn
Agency Performance Partners
Reach out to Dave Jackson
Independent Agency Owners Alliance | IAOA