The Independent Agent: Recent Episodes

Jordan Goodman & Justin Goodman

We're 3rd generation insurance agency owners, and also brothers. In 2018, we launched our 2nd company, Total CSR, with the aim of reducing new-to-industry onboarding time frames from 2 years, to 2 months. Since then, we’ve traveled the country speaking to thousands of agencies owners and their teams. The Independent Agent Podcast is our attempt to provide helpful answers to your most difficult questions - anonymously of course.

Beverage – Whiskey Smash

Part 1: What do you do when you suspect a client is being dishonest?

Part 2: How can an agency find stability with a carrier despite frequent underwriter turnover?

In this episode, Justin and Jordan discuss the importance of not jumping to conclusions but rather being an advisor to clients if you suspect they are towing a line that may jeopardize their coverage. They also share insight on how to manage the relationship with a key carrier that is constantly assigning new underwriters to the agency.

Beverage – Gin & Tonic

Part 1: How do you bring an agency into 2020?

Part 2: What do employees need to develop leadership skills?

In this episode, Justin and Jordan share steps needed for an agency to consistently modernize operations and avoid backsliding back into their comfort zone. They also discuss the tools and trainings agencies need to provide to develop the next generation of leaders in the organization.

Beverage – The Gimlet

Part 1: What does an agent need to know when choosing a niche?

Part 2: What qualities are most important in leader?

In this episode, Justin and Jordan share their thoughts on the most important factors to developing a niche focus. They also provide insight on the characteristics an owner should look for when the need arises to bring another person in to help with management responsibilities in the agency.

Beverage – The Aperol Spritz

Part 1: How does a new employee make the most of an abundance of downtime?

Part 2: What should a new manager do when they find themselves struggling with new responsibilities?

In this episode, Justin and Jordan give some helpful advice to a new-to-the-industry on making the best use of idle time. They also provide thoughts on steps a new manager can take to overcome hurdles they are experiencing in their new role.

Beverage – French 75

Part 1: How do you make a judgement call on whether a lead is good or bad?

Part 2: What should agency leaders consider when splitting up a book of business?

In this episode, Justin and Jordan debate what makes an account a less than desirable risk for the agency and what role data plays when determining if incoming leads require more effort than they are worth. They also discuss what factors matter most when an agency needs to transition accounts from a producer who is nearing retirement.

Beverage – A Brandy Daisy

Part 1: When does it make sense for a producer to remove accounts from their book of business?

Part 2: How do I build rapport with an underwriter who doesn’t trust the agency?

In this episode, Justin and Jordan discuss what agency owners and producers should evaluate to determine when and how ongoing involvement and service needs will be handled for small accounts. They also provide insight into how a producer can work through resentment issues between an underwriter and the agency and build a better working relationship going forward.

Beverage – The Martinez

Part 1: Should an agency eliminate perks that no longer serve their intended purpose?

Part 2: What should agencies include when creating an internship program?

In this episode, Justin and Jordan discuss the factors agency leaders should review when considering whether or not to maintain certain perks for producers that no longer appear to generate revenue. They also give helpful advice to an agency struggling with what to do when interns arrive at the office each year.

Beverage – Vodka Quarantine

Part 1: Will closing a location cost an agency business?

Part 2: What options do employees have when required to handle extra duties around the office?

In this episode, Justin and Jordan debate the importance of having a local presence and the impact it can have on revenue. They also discuss the struggle agency staff face when they assume the responsibilities of a former employee.

Beverage – An Island Party

Part 1: Do agencies need to collect a signature when a client declines coverage?

Part 2: Do agencies need to offer extended office hours?

In this episode, Justin and Jordan discuss how agencies should handle documentation when a client declines proposed coverage. They also share their thoughts on offering extended hours for client service.

Beverage - Gin & Juice

Part 1: How do you know when it’s time to hire?

Part 2: How should an agency prepare for retirement of a key employee?

In this episode, Justin and Jordan dive into the subject of revenue per employee and the numerous other factors that need to be taken into account when making staffing decisions. They also share insight on the necessary steps to ensure a smooth transition of a client relationship from one employee to another.

Beverage - The Schmitts!

Part 1: Is there proper protocol when employees want to move within the agency?

Part 2: Does an agency benefit from participating in carrier advisory boards?

In this episode, Justin and Jordan discuss the pros and cons of employees changing positions within an agency. They also share some tips on how to add value to agency-carrier advisory boards.

Beverage – The Expat

Part 1: What can managers do when the excitement of working from home wears off?

Part 2: How should agencies manage producer comp plans?

In this episode, Justin and Jordan discuss options agencies can use to overcome the challenges of an extended remote work situation. They also dig into producer compensation and share thoughts on the different factors that impact compensation structure.

Beverage – Deep Cleanse

Part 1: How do you help a struggling producer get on the right track?

Part 2: Do leads lists work?

In this episode, Justin and Jordan talk about critical parts of the sales process and the information needed to pinpoint where adjustments are needed. They also discuss what works and what doesn’t work when it comes to leads lists.

Beverage – Mint Julep

Part 1: How do we create a more productive employee review process?

Part 2: How does an agency decide who makes the cut when they are overwhelmed by too many carrier?

In this episode, Justin and Jordan discuss the importance of regular employee performance conversations. They also dig into the various factors that should be considered and steps to take when creating a carrier consolidation plan.

Beverage: Cherry Blossom

Part 1: How do you know when enough is enough with a difficult client?

Part 2: What is the best way to introduce outsourcing to agency employees?

In this episode, Justin and Jordan share thoughts on criteria to evaluate when deciding if it’s time to end a client relationship. They also discuss the different talking points to use with agency staff when bringing outsourcing into the operations.

Beverage – Sidecar

Part 1: Can I have a successful career in insurance without a college degree?

Part 2: How should agencies approach the policy review process?

In this episode, Justin and Jordan share their thoughts on what value a college degree has when building a career in the insurance industry. They also discuss the importance of combining proactive conversations with a formalized annual review process.

Beverage – Gin Fizz

Part 1: What should agencies look for in a CRM system?

Part 2: What options does an employee have when their workload suddenly doubles?

In this episode, Justin and Jordan share their thoughts and experience on the challenges, features, and options available when using CRM system. They also provide a few ideas on how an employee can address concerns when they are unexpectedly given additional responsibilities.

Beverage – New York Sour

Part 1: What advice would you give for making the leap from agency employee to agency owner?

Part 2: What benefits do agencies need to offer to attract new talent?

In this episode, Justin and Jordan share their recommendations on the tools and resources to utilize when starting a new agency. They also discuss the legitimacy of unlimited benefits being a make or break to potential new hires.

Beverage – High Noon Grapefruit Vodka & Soda

Part 1: How can an Account Manager address the fallout created by a producer who is never available?

Part 2: Should agencies try to accommodate special scheduling requests?

In this episode, Justin and Jordan discuss how to address problems created by an absentee agent. They also share some thoughts on different factors agencies need to consider when a full-time employee suddenly wants to go part-time.

Beverage – BuzzBallz Horchata

Part 1: How do agency leaders translate report data into effective action?

Part 2: Should all employees have access to the same privileges?

Show Notes:

In this episode, Justin and Jordan discuss the challenges agency leaders face when trying to decipher confusing reports from the agency management system. They also share their thoughts around flexible scheduling and creating a consistent standard throughout the company.

Beverage – Mike’s Harder Green Apple

Part 1: What are some new ways producers can build relationships with clients and prospects?

Part 2: What should agencies do to manage issues with agency bill premiums?

Show Notes:

In this episode, Justin and Jordan give advice on new ways producers can reach their ideal candidate when the conventional ways of meeting them are no longer an option. They also share some thoughts on how agencies can regain control of problematic agency bill balances.

Beverage: Tom Collins

Part 1: What should agencies do to overcome clogs in the data gathering and submission process?

Part 2: How can employees move beyond interpersonal conflict?

Show Notes:

In this episode, Justin and Jordan provide insight on steps agencies can take to simplify the quoting process in a way that will ultimately use everyone’s time more efficiently and drive more consistent results. They also share their thoughts on importance of navigating personality differences and focusing on appreciating skills that colleagues bring to the agency.

Beverage: Whiskey Sour

Part 1: What should agencies consider when determining goals for the organization?

Part 2: What is most valuable when it comes to insurance education and designations?

Show Notes:

In this episode, Justin and Jordan discuss the various factors agency leaders should consider when developing organization wide goals. They also weigh the pros and cons of the different options available for insurance education and debate the value of professional designations.

Beverage: Haley’s Sangria

Part 1: How can agencies adjust their approach when struggling to make the transition to a new Agency Management System?

Part 2 : What should a new employee do when the agency doesn’t provide the right resources?

In this episode Justin & Jordan discuss the steps agencies can take when working through obstacles encountered during an agency management system conversion. They also share thoughts on how a new employee can create the resources they need that will set them up for success in their role.

Beverage: A Tekiwi

Part 1:

What qualities should agency owners look for when hiring?

The job market in the insurance industry continues to get more aggressive. The need for bringing talent in is being felt at many agencies regardless of size or location. And while there may be several responses to a job posting, not every potential hire is going to be the right hire for the agency.

Beverage - Kamikaze

Part 1: What should employees do when they are struggling to manage work at home?

Part 2: How do agencies handle the conversation around premium refund directives?

In this episode, Justin and Jordan discuss the critical importance of communication as employees face new challenges managing work in a remote environment. They also take a few minutes to discuss the merit of information from the insurance commissioner’s office regarding premium refunds and what strategies agents can use when discussing this topic with clients.

Beverage: The Libertine

Part 1: How can agencies manage expenses as revenues shrink during COVID-19?

Part 2: What should agency owners consider when deciding if employees should continue remote work or return to the office?

In this episode, Justin and Jordan discuss different approaches agencies can take to handle finances as revenues drop and budgets are tight. They also share their experiences from the last few weeks as many employees have been working remotely.

Beverage: Michter’s Single Barrel 10 Year Bourbon and Michter’s Single Barrel 10 Year Straight Rye

Part 1: Where can producers put their focus to continue succeeding despite massive business closures during the pandemic?

Part 2: How should agencies invest during time of economic uncertainty?

In this episode, Justin and Jordan debate the whether focusing on a specific niche can be a winning strategy for producers as more and more businesses shut down as a result of the pandemic. They also share how lessons learned in 2008 have helped them prepare for another recession.

Beverage: Tequila Esperanto Seleccion Añejo

Part 1: How can agency employees find job security in the middle economic uncertainty caused by COVID-19?

Part 2: What kind of impact should agencies expect as a result of COVID-19?

In this episode, Justin and Jordan discuss the challenges insurance agencies, as well as other businesses, are facing as they weather the financial complications caused by Coronavirus. The guys also make predictions about the effect Coronavirus will have on the insurance industry.

Beverage of Choice: Old Fashioned with a Twist

Part 1: How do you know what employees are up to in a remote work environment?

Part 2: How and why agents should continue adding value and building relationships with prospects.

In this episode, Justin and Jordan talk about best practices when managing a remote workforce and how agents can continue successfully prospecting by providing valuable information to potential customers.

Beverage of Choice: Bulleit on the Rocks

Part 1: Strong leadership is required when it comes to challenging conversations with employees.

Part 2: What options do employees have when the office decor is less than desirable

In this episode, Justin & Jordan chat about creating employee accountability when it comes to declining performance and provide numerous suggestions on giving new life to a tired office space.

Beverage of Choice: Corona

Part 1: What is the right approach when agency leadership tries to back out on paying a bonus?

Part 2: How do you get all departments working together when cross-selling is part of your growth and retention strategy?

In this episode, Justin & Jordan discuss the why and how an employee can address issues with agency leadership when a bonus is retracted as well as how consistent leadership and data play an important role in a cross-selling initiative.

Cocktails: Justin tries a Bootleg

Part 1: How do you keep things friendly when tensions run high during an acquisition

Part 2: What do you do when one employee is creating a stressful work environment for the entire office?

Cocktails: Justin tries a Mojito

Part 1: The low person on the totem pole is stuck meeting with carrier marketing reps and wants some help

Part 2: Agency management doesn't want to pay for employee development, but expects the employee to report on their findings from conferences

Cocktails: Justin tries a Skinny Jalapeno Margarita

Part 1: An employee wants to know what to do when a co-worker confides in them about unethical behavior

Part 2: How do you get leadership to operate meetings in a constructive manner?

Cocktails: Justin tries a White Russian

Part 1: An HR Manager inquires about addressing a unprofessional commentary from an agent.

Part 2: How should a manager handle wage gap issues between male and female employees?

Cocktails: Justin tries a Snakebite

Part 1: A employee wants to know how to combat rumors an gossip that have turned the office into one giant game of survivor

Part 2: What is the biggest mistake you made in your insurance career, and what was the fallout?

Cocktails: Justin tries a Manhattan

Part 1: An employee is upset that the agency owner avoids sharing financials so they don't have to justify raises or bonuses.

Part 2: How much access to financial information do you give your bookkeeper?

Cocktails: Justin tries a Negroni

Part 1: A parent wants to know if they should send their son to another agency to learn prior to joining the family agency.

Part 2: The younger and older generation of a family agency can't see eye to eye - should they split up?

Cocktails: Justin tries a Paloma

Part 1: An employee received an opportunity outside of the industry, but wants to know how easy it would be to come back if it doesn't work out.

Part 2: A new hire wants to know the best steps to success in their first 12 months.

Part 1: A producer tells an account manager they are switching agencies and taking their book. What is the account managers ethical obligation to tell management?

Intermission: Justin tries a Kombrewcha (Hard Kombucha)

Part 2: An agency owner wants to be honest about the challenges an African American producer at his agency may face with clients

Part 1: A producer receives higher than normal commission splits, but not enough marketing resources

Intermission: Justin tries a Guinness

Part 2: What is the appropriate dress code for agency employees?

Part 1: The agency owner brought his son in as a new producer, and I wanted the job

Intermission: Justin tries a Ketel Soda Lime (extra lime!)

Part 2: A male agency owner needs to talk hygiene with a female employee

Part 1: An office romance at off-site team building activity

Intermission: Justin tries Veuve Clicquot Champagne

Part 2: A producer is getting pressure from the agency owner on his quote-to-bind ratio because the carriers are putting pressure on the agency

Justin and Jordan discuss the challenges they faced as brothers who are business partners. What they learned about themselves, each other, and how they overcame the obstacles that almost caused the relationship to dissolve.

Drink of Choice: Joseph Phelps 2016 Cabernet Sauvignon

Part 1: We started utilizing an outsourcing company, but my account managers say they are busier than ever

Intermission: Justin tries a Dirty Martini

Part 2: A producer is required to pay the $10,000 SIR on an E&O claim caused by the account manager

Part 1: An Account Manager is frustrated because she can't leave work to see her kids play sports, but the producer is allowed to

Intermission: Justin tries a Moscow Mule

Part 2: My staff doesn't want to train the new hires

Part 1: A new hire wants to keep talking about the ways they did things at their old agency

Intermission: Justin tries a Grapefruit Goodman

Part 2: An account manager wants to stop getting bulldozed by the client

Part 1: The account manager does the work and the producer gets paid for it

Intermission: Justin tries Green Flash - West Coast IPA

Part 2: An agency owner wants to hire and retain strong talent without the budget of larger agencies

Part 1: The top producer is causing major staff turnover issues

Intermission: Justin tries Lagavulin 16

Part 2: An account manager has to hand bad news to the insured, and it was the agency's fault