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The Common Dispute Between Insurance Agency Owners And Team Members

Welcome to our February 3 Minute Training Video!

The Common Dispute Between Insurance Agency Owners And Team Members

On the 1st day of each month we will be releasing a free training video for you to share with your team. Each video will be no more than 3 minutes and it will share one strategy on leadership, sales, service or marketing. We encourage you to use these videos to start your team meeting, send around to your staff or just to enjoy yourself.

Also, if you like the video, feel free to comment! We love it when our followers connect with us. If you want to be alerted when new videos are published, leave a comment and we will add you to our email list.

In this video, we’ll discuss:

  • Getting everyone on the team (owners and management included) to understand one another better.
  • Distinguishing why results trump activity
  • Strategies and tips to drive your business forward in an efficient and effective way


Want to learn more on how Agency Performance Partners can help your team with their sales process? Book some time to chat with us – we would love to get to know your agency and learn how we could support your team. 

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(Full transcription available below)

Do you ever feel in your agency that no one ever gets you? If you’re the owner, maybe it’s that your team doesn’t understand what you’re trying to accomplish, maybe if you’re a team member it’s just kind of like, “Why doesn’t the owner ever understand how hard I’m working?”


Well, this is a common thing in agencies across the country, and actually small businesses across the country. One of our top read blogs last year was actually the conflicts that exist between CSRs and producers. Now, we know that they have different brains, so we helped break that down to put you guys into each other’s shoes. Let’s stop and take a look at what it’s like in the owner’s shoes versus a team member’s shoes.


Owners care about the results, team members often care about all the activity that they did. Killing themselves at their desks to try hard to get that result. A great is example of this is you’re working on a big renewal, everybody is putting in their blood, sweat and tears.  You’re on the phone with a carrier, you’re staying late to get the proposal together for the big renewal, and it just doesn’t come through. We lose a client. The owner is upset that we lost a client, decreasing revenue, decreasing strategies, decreasing resources, right? You’re upset because you’re like, “Man, I just put so much activity in, so much hard work. Why couldn’t it pay off and why doesn’t the owner still see that we tried so hard?”


We have to stop and take a moment and understand that the reality of the situation is that results are always going to trump activity. If you’re feeling more and more like there’s a disconnect there, we need to stop and take a time-out, right? So, owners, you need to stop and say, “Am I clear in really telling my team the result I’m looking for?” This needs to be published, discussed at every team meeting and we need to post the results on a routine basis so everybody is clear on the result you need to drive the business forward. We know at a growing agency it’s going to cycle back into the staff with bigger bonuses, more team members, more resources, better health insurance.


Staff, you need to take a quick look and say, “Is the activity we’re doing really generating the results that the business is looking for?” What does that mean? For example, in some agencies that we’ve run into, they send out renewal questionnaires in the mail. It’s very timely, right? It takes a long time to send out that many letters, expensive with mail, and the results are maybe that you get a handful back and it’s the same people every year. We need to put the brakes on and identify are there better ways of doing it. Just because we’ve always done it doesn’t mean we should keep doing it. I need everybody to understand that you can’t keep doing the same thing and expecting a different result. We all need to put a big brake on and say, “Are there better ways we can accomplish that gets a better result?” and even how can we use technology to support that, right?


So, at the end of the day, this is what we specialize in. Our agency assessment is super awesome to help solve that problem. We go top to bottom throughout the whole agency and find those pockets so that we can help you guys deliver that result, but by doing less activity that drives that higher result. You should check it out on our website. In the meantime, we’ll see you at our next three minute video.

Kelly Donahue Piro

Kelly Donahue-Piro is a game changer in the insurance industry. As the Founder and President of Agency Performance Partners and Co-Founder of the sister marketing company, Agency Appeal, she’s an in-demand speaker at regional and national insurance conferences and a social media and digital marketing trailblazer. READ MORE

2 thoughts on “The Common Dispute Between Insurance Agency Owners And Team Members

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Our agencies tell the story

“Kelly had some awesome tips and is very knowledgeable on the subject. Love how she is also very down to earth and easy to talk with!”

Lindsey Hamm

Welsh's Insurance Agency

“I think this process was very beneficial and I think we are in a position for a very strong year and the future is very bright. I was able to take account of myself through our interviews and discussions and have found many areas in which I personally need to improve. You have also given me a sense of direction going forward to be a better boss, person and mentor to our staff.”


Preferred Insurance Center

“Great to work with ! Very understanding of the initial frustration and trained/encouraged us on how to handle the change in work processes.”

Kelly Nielsen

Customer Service Agent
Sheets, Forrest, Draper

“I feel your visit to our agency was very beneficial. For me, it was like a therapy session and the Amnesty Day was a great idea. I feel refreshed and I have a much better attitude. The attitude of the entire agency has improved immensely. I think we are striving to work more as a team. We are trying to be more encouraging to each other and to applaud each other’s accomplishments. Thanks for being a nice, caring person!”

Phyllis Buening

Preferred Insurance Center

“We are so grateful for you and all you have done to help our agency and our team. We are all now part of the big picture and it has changed the whole dynamic for the better. APP Rocks!!!!!”

Maegan Burbank

Insurance Specialist

“I want to thank you for stopping by the office, evaluating, listening and hearing us. I feel like the mood of the office has improved 100%. I also feel appreciated. We will have some hurdles to overcome, but I think we should get through them. The Tigger has been passed around a bit.”


Account Manager
Preferred Insurance Center

“I’m glad you came out to talk to all of us. It seems to have helped the attitude in the office. Still have our moments, but much better. Dan has improved, also. He seems to be listening to us more and getting our input. Thanks for your help.”


Account Manager
Preferred Insurance Center