It all starts with understanding the expectation you set for yourself and your agency. 

Then it becomes a matter of accepting the fact people need you now in ways they never did before.

Because sometimes it's just fine to let someone do something for themselves.

Other times the only thing that matters is being able to talk to someone they trust. 

Mike Crowley, Vice President at Crowley Insurance, talks about the process his agency went through to readjust and meet those needs.