The Scratch Agency Podcast

In Episode 184 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald are joined by Michael Richardson of Richardson Insurance for a community call focused on building an agency where the business comes to you.

Michael and his wife, Erin, run a fourth-generation agency with a unique inbound-focused model. Rather than relying heavily on cold outreach or aggressive outside producers, Richardson Insurance has built its growth strategy around three core pillars: community involvement and social media, referral partner relationships, and exceptional service.

Michael explains how community events, local sponsorships, social content, lender and realtor relationships, and thoughtful client experiences have helped Richardson Insurance build a recognizable local brand that naturally generates opportunities.

One of the biggest themes is what Michael calls “unreasonable hospitality.” Instead of competing solely on price or product, his team listens carefully for moments where they can surprise clients with something personal. It might be celebrating a new driver's license, a paid-off mortgage, a new home, or simply remembering a story a client shared.

Michael shares how an $8 photo sent to one client ultimately helped generate roughly $10,000 in revenue through referrals and additional business. The point isn't expensive gifts—it's showing people that you're actually listening.

The conversation also dives into Michael's inbound sales structure. His producers aren't responsible for generating their own leads. The agency creates the demand, the team catches those inbound opportunities, and compensation is structured around salary, sales goals, bonuses, and team competition.

Richardson Insurance has developed its strategy around the lifestyle, growth goals, strengths, and vision Michael and Erin want. They're not trying to build someone else's agency. They're building the agency that works for them.

For scratch agency owners wondering where to begin, Michael recommends keeping it simple: set micro goals. Build one new realtor or lender relationship each week. Create one thoughtful client experience. Track what works. Batch the process. Then gradually build from there.

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees.

📚 Books mentioned:

Unreasonable Hospitality – Will Guidara

Profit First – Mike Michalowicz

Giftology – John Ruhlin

📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, participate in community calls, ask questions, and learn how other independent agencies are growing.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Remember to dig down deep, believe in yourself, and own your own future.

In Episode 183 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with Dan Sage, Director of Associations at HawkSoft, to talk about agency ownership, carrier relationships, industry associations, and the value of building the right relationships when starting and growing an independent insurance agency.

Dan shares his journey from working nights and Saturdays in his father-in-law’s agency to buying it with his wife in 2007, selling in 2023, and joining HawkSoft. Taking over a generational agency taught him the difference between being good at selling insurance and being good at running an insurance business.

The conversation explores going deeper with fewer carrier and wholesale partners, building relationships with underwriters, and knowing when to refer business.

Dan explains how Big I and PIA can connect new owners with carrier representatives, technology vendors, E&O resources, education, mentors, and experienced agency owners. Stephen shares how Big I New York helped him launch T5 Insurance. The value comes from showing up, attending events, asking questions, and building genuine relationships.

Dan also discusses why HawkSoft supports associations and the broader independent agency channel.

🕒 Timestamps:

00:00 – Welcome & HawkSoft
00:58 – Meet Dan Sage
01:21 – How Dan Got Into Insurance
03:00 – Buying & Eventually Selling the Family Agency
03:45 – From HawkSoft User to HawkSoft Team Member
04:23 – Taking Over a Generational Agency
05:27 – Learning to Run the Business
06:53 – Challenging the Way Things Were Always Done
08:19 – Too Many Carrier Appointments
09:46 – Going Deeper With Carrier Partners
10:04 – Why Wholesaler Relationships Matter
10:57 – Knowing When to Refer Business
12:15 – Why Scratch Agents Need Industry Associations
12:42 – Big I, PIA & Building Industry Relationships
14:08 – Learning From Other Agency Owners
14:56 – Why Associations Matter From Day One
15:52 – Stephen's Experience With Big I New York
17:14 – Why Getting Involved Matters
17:35 – Dan's Role at HawkSoft
18:30 – Supporting the Independent Agency Channel
20:55 – Other Associations Worth Exploring
21:11 – Learning From Other HawkSoft Users
23:50 – Find the Most Active Associations
24:24 – Networking Beyond Writing Policies
24:53 – Closing Thoughts

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. Dan Sage joins this episode from HawkSoft to discuss his experience as a former agency owner and his current work helping associations better support independent insurance agencies.

🔗 Links & Resources:

📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, ask questions, share experiences, and learn from people at different stages of their agency journey.

📸 Follow us on Instagram:
https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:
https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:
https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.
📤 Share it with another scratch insurance agency owner.
🔔 Subscribe to the YouTube channel so you don't miss the weekly episodes, updates, and shorts.

Most importantly, remember to dig down deep, believe in yourself, and own your own future.

Stephen and Shawn have built two very different agencies with very different approaches to generating business. Shawn has developed a strong paid lead strategy, particularly through Meta ads, while Stephen's agency relies heavily on community involvement, relationships, and inbound referrals.

Both strategies work—but both can also create a potential bottleneck when too much of the agency's growth depends on one source.

Shawn discusses why he believes an agency may eventually benefit from having both a warm and cold lead generation strategy. Instead of abandoning what's already working, the goal could be to keep the primary engine running while gradually developing another measurable source of opportunities.

Stephen shares the other side of the equation. His community-driven strategy works, but much of that lead generation currently depends on him personally. That raises a similar question: how do you build a repeatable playbook that another producer can eventually execute?

They also explore the leverage that can come from referral relationships. One strong relationship with a lender, realtor, banker, attorney, or other referral partner can potentially expand into introductions from an entire office or network.

Stephen shares a real example from T5 Insurance where a relationship with one mortgage officer expanded after she moved companies. Within weeks, her new mortgage company began generating multiple warm introductions per day for the agency.

The episode doesn't pretend there is one perfect answer. Instead, Stephen and Shawn explore when it makes sense to stay focused on your primary growth engine—and when it might be time to start building another one.

🔍 If most of your agency's new business comes from one source, this episode will get you thinking about concentration risk, warm versus cold strategies, referral leverage, and how to build a more diversified lead-generation system without spreading yourself too thin.

🕒 Timestamps:

00:00 – Welcome to the Scratch Agency Podcast

01:28 – Two Agencies, Two Lead Generation Strategies

02:25 – When Should You Diversify Lead Generation?

03:04 – Start With One Strong Growth Engine

04:31 – Diversifying Your Leads vs. Your Book

04:55 – What Happens If Your Main Lead Source Disappears?

05:38 – When the Agency Owner Becomes the Bottleneck

06:28 – Warm vs. Cold Lead Generation

07:33 – Building a Measurable Cold Strategy

08:52 – Don't Spread Yourself Too Thin

09:19 – When a Scratch Agency Becomes “Scratch Plus”

10:15 – Your Strategy Can Change as You Grow

11:01 – Why Warm & Cold Strategies Can Work Together

12:28 – The Leverage of Referral Partners

12:54 – How One Relationship Created More Leads

14:47 – Are You Diversifying Your Lead Generation?

15:55 – Creating More Leverage in Your Agency

16:22 – Closing Thoughts

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. In this episode, an agency owner from Alabama highlights HawkSoft's user-friendly platform and describes its supportive service as top-notch.

🔗 Links & Resources:

📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, share what's working in your agency, ask questions, and contribute ideas for future episodes.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another scratch insurance agency owner.

🔔 Subscribe to the YouTube channel so you don't miss the weekly episodes, updates, and shorts.

Most importantly, remember to dig down deep, believe in yourself, and own your own future.

The conversation starts with a new agency owner trying to decide between AMS platforms and phone systems. Stephen and Shawn use the question to explore a much bigger topic—how scratch agency owners should think about building their technology stack from day one.One of Stephen's biggest recommendations is simple: start with your AMS.Your agency management system should become the source of truth for your agency. From there, evaluate which CRM, phone system, texting tools, integrations, and other technology work naturally around that core platform.Stephen and Shawn discuss their experiences with HawkSoft, EZLynx, AMS360, AgencyZoom, RingCentral, and Lightspeed, including the advantages, limitations, integrations, and lessons they've learned from their own agencies.They also discuss an important mistake new agency owners can make: signing long-term technology contracts without fully understanding them. The platform that works when you're a one-person agency may not necessarily fit the agency you're building several years from now.It's easy to keep adding vendors for e-signatures, phones, texting, AI, automation, CRM, and other functions. But before adding another subscription, Stephen and Shawn recommend auditing what your existing technology already does and building stronger processes around the tools you already have.The best technology isn't necessarily the platform with the most features. It's the technology that fits the agency you're trying to build, integrates with your core systems, and helps your team execute without creating unnecessary complexity.🔍 If you're starting a scratch insurance agency—or reconsidering the technology you're already using—this episode will help you think more strategically about your AMS, CRM, phone system, integrations, contracts, and overall tech stack.🕒 Timestamps:00:00 – Welcome & HawkSoft 01:13 – Questions From the Community 01:37 – Choosing an AMS & Phone System 02:00 – AMS vs. CRM: Understanding the Difference 02:30 – Why You Should Read Your Tech Contracts 03:55 – HawkSoft vs. EZLynx Considerations 04:36 – Shawn's Experience With AMS360 05:25 – Choosing the Right CRM 06:27 – Do You Need a CRM From Day One? 06:57 – Why You Need an AMS From Day One 07:38 – Shawn's Experience Starting Without a CRM 08:07 – Integrations & Building Your Processes 09:05 – Choosing a Business Phone System 10:51 – RingCentral vs. Lightspeed 11:50 – Phone & AMS Integrations 13:40 – Build Your Stack Around Your AMS 14:41 – Don't Overbuild Your Tech Stack 15:38 – Build the Process Before Adding More Tech 16:09 – Audit the Technology You Already Have 17:06 – Questions From the Community 17:29 – Starting the Conversation 17:59 – The Scratch Agency Podcast Community 19:00 – Closing Thoughts 💼 Sponsored by HawkSofthttps://www.hawksoft.comA family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. In this episode, Stephen also discusses why HawkSoft has become the core AMS for his agency and why data ownership, cost, integrations, and simplicity matter when choosing technology.🔗 Links & Resources:📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, ask questions, compare technology and processes, and contribute ideas for future episodes.📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl🌐 Visit Our Website: https://scratchagencypodcast.comThank you for tuning into another episode of the Scratch Agency Podcast.👍 Like the show. 📤 Share it with another scratch insurance agency owner. 🔔 Subscribe to the YouTube channel so you don't miss the weekly episodes, updates, and shorts.Most importantly, remember to dig down deep, believe in yourself, and own your own future.

In Episode 180 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald break down how they approach annual planning inside their independent insurance agencies.

Annual planning shouldn't only be about deciding where you want the agency to be 12 months from now. Stephen explains why the first step should be an honest review of the previous year—what worked, what didn't, which goals were achieved, where you fell short, and most importantly, why.

Stephen walks through the annual summit he holds with his team, including reviewing wins, challenges and lessons learned, evaluating team capacity and constraints, identifying process improvements, discussing sales and marketing, and setting personal and professional growth goals.

Shawn shares why taking the planning process outside the office has made such a difference for his agency. Whether it's a half-day meeting, an overnight off-site, or simply getting away by yourself, removing everyday distractions creates the space to actually think about where the business is going.

They also discuss planning when you're still a one-person agency, involving your team in future hiring decisions, and why every major goal should be reverse-engineered into measurable actions.

But setting the goal isn't enough.

If your goal is to hire a producer, for example, success isn't simply making the hire. What changes afterward? How much time does it give back to the owner? How does it affect production? What new responsibilities can the owner focus on?

Stephen closes with a simple framework: pick three things, reverse-engineer how you'll accomplish them, define what success looks like, and focus.

🔍 If you're preparing your insurance agency for the next year, this episode gives you a practical framework for reflecting on where you've been, deciding where you're going, and turning big annual goals into measurable actions.

🕒 Timestamps:

00:00 – Welcome & HawkSoft

01:07 – Why Annual Planning Matters

01:34 – Owner Vision vs. Team Planning

02:04 – Start by Reviewing the Previous Year

02:38 – Goals Beyond Revenue & Production

04:27 – Prioritising Your Annual Planning Agenda

04:56 – Stephen's Annual Summit Agenda

06:04 – Personal & Professional Team Goals

06:52 – Getting Team Buy-In

07:52 – Annual Planning as a One-Person Agency

09:15 – Getting Away From Everyday Distractions

10:23 – Reverse-Engineer Your Goals

11:14 – Planning for Future Team Growth

13:08 – Why Off-Site Planning Works

14:22 – What Does Success Actually Look Like?

15:42 – Hiring Someone Isn't the Finish Line

16:25 – Pick Three Priorities

16:55 – Reflect Before Planning Forward

17:33 – Community Feedback & Closing Thoughts

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. In this episode, Stephen shares feedback from an agency owner in Louisiana who describes HawkSoft as easy and comprehensive, particularly when it comes to accounting inside their agency.

🔗 Links & Resources:

📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, share your annual planning ideas, ask questions, and contribute to future conversations.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another scratch insurance agency owner.

🔔 Subscribe to the YouTube channel so you don't miss the weekly episodes, updates, and shorts.

Most importantly, remember to dig down deep, believe in yourself, and own your own future.

In Episode 179 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald tackle one of the biggest early challenges for independent insurance agency owners: obtaining carrier appointments.

When you're starting from scratch, it can be tempting to believe that having more carriers automatically makes your agency stronger. Stephen shares how he initially said yes to almost every carrier opportunity available to him—only to realise that having too many appointments meant having too many relationships and production requirements to manage.

The conversation explores a different approach: go deeper instead of wider. Rather than chasing dozens of carrier appointments, Stephen and Shawn discuss the value of building strong relationships with a smaller group of carrier partners that align with your market, business plan, and long-term vision.

Shawn shares his own experience starting with only a handful of appointments and adjusting his original business plan around the carriers he could actually access. They also discuss how geography, prior insurance experience, existing relationships, and market conditions can significantly affect which appointments are available to a new agency.

For agency owners struggling to get direct appointments, Shawn recommends getting involved with local insurance associations, attending meetings, meeting carrier representatives, and building relationships with established agency owners who may eventually help make introductions.

They also discuss aggregators, wholesalers, carrier-specific business plans, and why you should carefully understand any contract before committing to an aggregator relationship.

🔍 If you're starting an independent insurance agency and wondering how to get carrier appointments—or whether you actually need more carriers—this episode breaks down how Stephen and Shawn approached carrier access and what they've learned about building stronger carrier partnerships.

🕒 Timestamps:

00:00 – Welcome & HawkSoft

01:29 – The Carrier Appointment Conversation

01:59 – Do You Really Need More Carriers?

02:29 – Stephen's Early Carrier Appointment Experience

02:57 – Going Deeper Instead of Wider

03:54 – Building Strong Carrier Relationships

04:46 – Geography & Carrier Availability

06:07 – Shawn's Carrier Appointment Journey

06:42 – Starting With Only a Few Carriers

07:32 – Growing Carrier Relationships One by One

09:06 – Aggregators, Wholesalers & New Agency Owners

10:35 – Using Local Insurance Associations

10:46 – Relationships Can Unlock Appointments

11:45 – Choosing the Right Aggregator

12:44 – Make Carriers Understand Why You Want Them

13:08 – Treat Carrier Reps Like Prospects

13:31 – Community & Closing Thoughts

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. In this episode, Stephen highlights HawkSoft's customer success team and the value of having real people available to help agencies get where they need to be.

🔗 Links & Resources:

📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, ask questions, access community conversations, and contribute ideas for future episodes.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another scratch insurance agency owner.

🔔 Subscribe to the YouTube channel so you don't miss the weekly episodes, updates, and shorts.

Most importantly, remember to dig down deep, believe in yourself, and own your own future.

In Episode 178 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down for another shop-talk conversation about something every scratch insurance agency owner eventually has to face: taking the next risk.

Starting an independent agency is already a massive leap. You may take out a loan, drain your savings, leave a stable job, or start completely from zero. But something interesting can happen once the agency begins generating consistent revenue—you finally have something to lose, and taking the next risk can suddenly feel much harder.

Stephen and Shawn discuss why agency owners can become more risk-averse as their businesses become stable and why continued growth often requires getting uncomfortable again. That next risk might mean hiring a producer, increasing lead spend, adding service staff, acquiring a book of business, bringing on another carrier, or investing more heavily into something that's already working.

Stephen also shares a simple framework that has shaped how he makes major business decisions: write down the worst-case scenario, best-case scenario, and what will probably happen. If you can live with all three outcomes, the opportunity may be worth pursuing.

The bigger lesson isn't that every agency owner needs to take the same risks. Your goals, stage of business, and definition of growth will be different. What matters is knowing your vision, understanding your risk, and making decisions that move you toward your own North Star.

🔍 If you've built some stability in your scratch agency but feel yourself hesitating on the next big decision, this episode will challenge you to evaluate what's actually holding you back—and whether the next stage of growth requires taking another calculated risk.

🕒 Timestamps:

00:00 – Welcome to the Scratch Agency Podcast

00:39 – The Emotional Roller Coaster of Entrepreneurship

04:04 – The Risk of Starting From Scratch

05:03 – Why Growth Requires Another Risk

05:43 – When Everything Is Working, Why Change It?

07:32 – You Finally Have Something to Lose

08:55 – Worst Case, Best Case & Most Likely Case

10:34 – Should You Hire Another Producer?

11:29 – Risk Goes Beyond Hiring

12:19 – Bigger Goals Require Bigger Moves

12:45 – Know Your Vision & Your North Star

14:03 – Could You Take More Risk?

14:18 – Community, YouTube & Closing Thoughts

💼 Sponsored by HawkSoft

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. In this episode, Stephen also shares his experience attending a HawkSoft regional meetup and highlights the company's approach to listening to agency feedback and helping users get more from the platform.

🔗 Links & Resources:

📘 Join the Scratch Agency Podcast Community on Facebook to connect with other Scratch agency owners, share questions, and suggest topics for future episodes.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another scratch insurance agency owner.

🔔 Subscribe to the YouTube channel so you don't miss the weekly episodes, updates, and shorts.

Most importantly, remember to dig down deep, believe in yourself, and own your own future.

In Episode 177 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald kick off a new style of community-driven episodes by answering questions coming directly from Scratch insurance agency owners.

This week’s question: **What can a commercial-lines virtual assistant actually handle inside an insurance agency?**

Shawn shares his experience hiring a VA as his first employee and gradually developing more specialised roles as his agency grew. Stephen also shares what he’s currently learning as he delegates more commercial-lines responsibilities to his own team.

They break down practical tasks that can be delegated, including certificates of insurance, finance agreements, document management, renewal comparisons, exposure reviews, retention reporting, CRM and AMS maintenance, and client communication.

The conversation also explores an important lesson for scratch agency owners: **you don’t need the perfect SOP before you start delegating.** Give your team one part of the process, review their work, correct mistakes in real time, and gradually expand their responsibilities as they become more confident.

Stephen and Shawn also discuss simplifying commercial renewal workflows, creating different processes for VIP accounts, and why even smaller commercial clients still deserve meaningful renewal communication.

🔍 **If you’re growing a scratch insurance agency and wondering what you can finally take off your plate, this episode gives you practical ideas for using a VA to support commercial lines without giving up control of the parts that still require your expertise.**

🕒 **Timestamps:**

00:00 – Introduction & Community-Driven Episodes

01:09 – Answering Questions From the Scratch Agency Community

02:48 – What Can a Commercial VA Handle?

03:20 – Delegating Certificates of Insurance

04:54 – Start Delegating Before the Process Is Perfect

06:21 – Training Your VA on Different COI Scenarios

07:32 – Commercial Renewal Comparisons & Audits

09:24 – How Detailed Should a Commercial Renewal Audit Be?

10:08 – Creating a VIP Commercial Renewal Process

11:30 – Don't Overcomplicate Commercial Renewals

12:48 – Simplifying Your AgencyZoom Pipelines

13:53 – Why Smaller Commercial Accounts Still Matter

16:16 – Commercial Tasks You Can Delegate to a VA

16:48 – COI Follow-Ups & Client Communication

17:06 – Retention Reporting, AMS Data & Exposure Reviews

17:41 – Closing Thoughts & Join the Community

💼 **Sponsored by HawkSoft**

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft combines a user-friendly platform with support and service built around the needs of independent insurance agencies.

🔗 **Links & Resources:**

📘 Join the Scratch Agency Podcast Community on Facebook to ask questions, connect with other scratch agency owners, and contribute to conversations that may become future episodes.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another scratch insurance agency owner.

🔔 Subscribe so you never miss an episode.

Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

In Episode 176 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down for another shop-talk episode to share what’s actually happening inside their agencies—what’s working, what isn’t, and what they’re learning along the way.

Stephen shares a recent challenge inside T5 Insurance Services. The agency didn’t have a lead problem—it had a **turnaround-time problem**. Instead of immediately deciding how to fix it himself, Stephen identified the problem, brought it to his team, and asked them to develop the solution.

The result? His team identified workflow improvements Stephen hadn’t considered, reassigned responsibilities inside Agency Zoom, and even called out Stephen’s own lack of dedicated proposal time. That conversation led to a simple 3:00–3:30 PM proposal block that has already helped improve their process.

Shawn shares a similar experience from his agency involving personal lines renewals and an incomplete SOP. Rather than stepping in with the answer, he empowered his team members to review the process, identify what was missing, and solve the issue together.

🔍 **If you’re building a scratch insurance agency and starting to grow your team, this episode is a reminder that leadership isn’t about having every answer. Sometimes the best thing you can do is identify the problem, give your team ownership, and let them help build the solution.**

🕒 **Timestamps:**

00:00 – Introduction & Another Shop-Talk Episode

01:23 – Realizing the Agency Didn't Have a Lead Problem

02:20 – The Turnaround-Time Bottleneck

03:00 – Asking the Team to Build the Solution

03:55 – When Your Team Calls You Out

04:56 – Time Blocking Proposal Work

05:56 – Empowering Your Team to Make Decisions

07:43 – Re-Auditing Roles, Responsibilities & Agency Zoom

08:20 – Shawn's Personal Lines Renewal & SOP Example

09:25 – Defining When a Process Is Actually "Done"

10:08 – Why Agency Owners Shouldn't Solve Every Problem

10:38 – Training Employees to Think for Themselves

11:27 – Give Your Team Ownership

12:17 – Building a Culture of Accountability

12:47 – Closing Thoughts

💼 **Sponsored by HawkSoft**

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft is focused on customer service, honest feedback, and helping independent insurance agencies get where they need to be.

🔗 **Links & Resources:**

📘 Join the Scratch Agency Community on Facebook for conversations, resources, and insights from other independent insurance agency owners.

📸 Follow us on Instagram:

https://www.instagram.com/thescratchagencypodcast

🎧 Listen on Spotify:

https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl

🌐 Visit Our Website:

https://scratchagencypodcast.com

Thank you for tuning into another episode of the Scratch Agency Podcast.

👍 Like the show.

📤 Share it with another scratch insurance agency owner.

🔔 Subscribe so you never miss an episode.

Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

In Episode 175 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with **Mariah Gates, owner of Accelerated Automation**, to talk about one of the biggest opportunities independent insurance agencies are leaving on the table: actually using their CRM to its full potential.

After starting as a Farmers agency owner, Mariah began building automation inside her own business before realising other agents needed the same help. What started as a side business eventually became Accelerated Automation, which has now helped more than 1,000 insurance agencies improve their systems, workflows, and AgencyZoom implementation.

Mariah explains why many agencies are essentially using AgencyZoom like a “fancy Excel sheet,” why structured data matters more than ever in the age of AI, and how properly documenting opportunities, quotes, carriers, and policy information can create years of future sales opportunities.

The conversation also dives into integrations, choosing technology that actually works together, why more software does not automatically mean more efficiency, and how scratch agents should approach CRM implementation without overwhelming themselves.

🔍 **If you have AgencyZoom but know you’re barely scratching the surface—or you're building a scratch agency and trying to create the right tech foundation from day one—this episode gives you a practical roadmap for doing it right.**

🕒 **Timestamps:**

00:00 – Introduction & Meet Mariah Gates

02:00 – From Farmers Agency Owner to Accelerated Automation

03:10 – Why Accelerated Automation Focuses on AgencyZoom

04:35 – The Biggest AgencyZoom Mistake: Using It Like Excel

06:15 – Why Structured Data Matters in the Age of AI

08:20 – Where Scratch Agents Should Start With a CRM

10:40 – Building the Basics Before Adding More Technology

12:05 – Underused AgencyZoom Features

13:25 – Opportunities, Quotes & Retargeting Lost Leads

16:05 – Using Carrier Disruption to Create New Opportunities

17:45 – Why Producers Need to Document More Data

19:15 – AMS + CRM Integrations: What Actually Matters

21:05 – Choosing Tech Companies Built for Integration

22:35 – How Accelerated Automation Helps Agencies

24:15 – Be Careful Who You Hire for Consulting & Automation

26:15 – Why AgencyZoom Makes Sense for Scratch Agencies

28:05 – Where to Connect With Mariah

29:10 – Final Thoughts

💼 **Sponsored by HawkSoft**

https://www.hawksoft.com

A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft continues to listen to agents, respond to feedback, and expand integrations that give agencies more flexibility with their technology.

🔗 **Links & Resources:**

⚙️ Accelerated Automation:

https://acceleratedautomation.net

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Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**