How Eric Roberts Built the Cross-Sell System Behind His $20M Agency

Eric Roberts [0:00:00]: The vision of the agency is to have the flexibility of an independent, but the aggressive of this sort a captive.

Eric Roberts [0:00:06]: We have a motto in our office respectfully aggressive, maybe the person called in because their auto rates are too high.

Eric Roberts [0:00:13]: Maybe the auto is the focus, but that doesn't mean we can't figure out what the rest of the account looks like.

Eric Roberts [0:00:19]: You focus on their focus.

Eric Roberts [0:00:21]: You try to get them the bum, obviously.

Eric Roberts [0:00:23]: But you focus on their focus and then you attack the rest of it pretty quickly.

Callan Harrington [0:00:31]: Welcome to the Insurance Growth Lab.

Callan Harrington [0:00:32]: Where we go deep on the growth campaigns and strategies driving real results in the insurance.

Callan Harrington [0:00:38]: Callan Harrington founder Flashgrowth and in each episode, I sit down with marketing and growth leaders from carriers and shirt text and top brokers to break down one specific initiative, whether it's how they marketed a product free scale a channel or solved a specific growth challenge.

Callan Harrington [0:00:56]: It's no fluff just tactical insights you can apply in your own company.

Callan Harrington [0:01:05]: Eric, I've been excited, to get this on the books and dive into a couple of things.

Callan Harrington [0:01:11]: But where I'd really like to start this out is, tell me about how you got an insurance just in general.

Eric Roberts [0:01:16]: I was nineteen turned twenty.

Eric Roberts [0:01:18]: Was trying to figure out what I was gonna do it myself.

Eric Roberts [0:01:20]: College was there.

Eric Roberts [0:01:21]: Man, I was in a community college and Out in Waco.

Eric Roberts [0:01:23]: I mean, I smart.

Eric Roberts [0:01:24]: I enjoyed college, like, a lot of people do.

Eric Roberts [0:01:27]: Some people enjoy it more warren and I did.

Eric Roberts [0:01:29]: Yeah.

Eric Roberts [0:01:29]: But I don't know a came remember rouge name, but I had one teacher professor that was like, hey, what are you gonna do with your life?

Eric Roberts [0:01:34]: And I was like, man, I wanna get into the restoration industry and he was like, well, and the short of the long was like, well, what are you doing here?

Eric Roberts [0:01:40]: Like, there's so many outfits that you can just go join and learn, like, why would you waste your time and money here or just go get started.

Eric Roberts [0:01:46]: And so I did.

Eric Roberts [0:01:47]: The real funny thing was that, I actually thought about this this weekend?

Eric Roberts [0:01:50]: Because we P chang.

Eric Roberts [0:01:51]: So it took my kids down there and...

Eric Roberts [0:01:53]: We had a Fortune cookie.

Eric Roberts [0:01:54]: And I thought about it.

Eric Roberts [0:01:55]: How that all happen because, like, I got a just Fortune cookies Like, you're gonna take new adventures.

Eric Roberts [0:02:00]: You're...

Eric Roberts [0:02:00]: You're gonna get, like, take a risk or something.

Eric Roberts [0:02:02]: So I was like, I'm gonna move to Colorado and start doing claims.

Eric Roberts [0:02:05]: So I did that man.

Eric Roberts [0:02:07]: And I did claims for, Doing...

Eric Roberts [0:02:09]: Did water and fire restoration for almost fifteen years.

Eric Roberts [0:02:12]: And then realized that once I started having children, mean, it's not a family career.

Eric Roberts [0:02:18]: So I decided that I didn't wanna do claims anymore.

Eric Roberts [0:02:21]: Man We were doing a hundred and fifty claims a year and millions dollars in clean up and whatnot, and I was like I don't wanna do this anymore.

Eric Roberts [0:02:27]: So I got an insurance.

Callan Harrington [0:02:30]: Sales side.

Callan Harrington [0:02:30]: And so would you move to the sales side, you know one of the things that we had talked about is you had said, and I think this is often said, where people don't...

Callan Harrington [0:02:39]: And do unless you're on the claims side, whether you're on the claims side of the carrier, Mh.

Callan Harrington [0:02:43]: Whether you actually...

Callan Harrington [0:02:44]: Did the mitigation or whatever that might be.

Callan Harrington [0:02:46]: And refurbishment, whatever that is, I don't think you really can fully grasp insurance and the power of what it can do.

Callan Harrington [0:02:54]: I know you mentioned something similar...

Callan Harrington [0:02:55]: When you wanted to move over to this side, you wanted be put a kinda see that value.

Callan Harrington [0:03:01]: How did that go?

Eric Roberts [0:03:03]: Man, when I got out of claims and I got into sales.

Eric Roberts [0:03:05]: I've only done insurance in my whole entire life So I was like, I I gotta stick to it, As well do sales, and I'm gonna try to be a better agent and try to get these people moving forward and hopefully, get them to understand the process of insurance and what you look out for and now you don't care.

Eric Roberts [0:03:20]: Won't care fifty.

Eric Roberts [0:03:22]: They.

Eric Roberts [0:03:23]: All they I know is fifteen minutes can save you fifteen percent Os less, man.

Eric Roberts [0:03:26]: It's been...

Eric Roberts [0:03:28]: Let's see.

Eric Roberts [0:03:29]: Almost ten years on the sales side now.

Eric Roberts [0:03:31]: Now, May still don't care.

Callan Harrington [0:03:34]: The best part about, I think this story in particular is how it kinda sets it up you because you've obviously got them to care because your cross sell rate is pretty incredible.

Callan Harrington [0:03:44]: And look, you've mentioned this and you're being very humble about it, but you guys are over a twenty million dollar agency.

Callan Harrington [0:03:50]: You're driving...

Callan Harrington [0:03:51]: Two hundred seventy new inbound leads a month without any cold calls or anything like that.

Callan Harrington [0:03:55]: And you have an incredible amount.

Callan Harrington [0:03:59]: I'll let you dive into some of the numbers coming from cross sell up upsell.

Callan Harrington [0:04:03]: So you are at...

Callan Harrington [0:04:04]: Like, these are full...

Callan Harrington [0:04:05]: This isn't a client just coming in for just home and auto or just home or just auto, like, you are rounding out these accounts in a big way, which means you are clearly providing more risk management, more advisory type services than just take a transactional sales process.

Callan Harrington [0:04:20]: Now that being said, I really wanna get into the weeds on this engine that you've built.

Callan Harrington [0:04:27]: Where I'd love to start is, let's break down that two seventy.

Callan Harrington [0:04:29]: Where does that come from?

Callan Harrington [0:04:30]: What drives that two seventy of new business?

Eric Roberts [0:04:33]: We have a thousand Google reviews, so we probably get...

Eric Roberts [0:04:36]: I don't know, thirty to forty Google...

Eric Roberts [0:04:38]: Leads from the Internet.

Eric Roberts [0:04:39]: We get least from Chad Gp, which is funny because, I guess, we're there and we're there now and as in the world technology.

Eric Roberts [0:04:45]: We're very active within our real estate and lending community.

Eric Roberts [0:04:48]: So we, you know, we get those leads.

Eric Roberts [0:04:51]: We talked about rounding out accounts and we hit our renewal real hard.

Callan Harrington [0:04:55]: Mh.

Eric Roberts [0:04:56]: So cross sell renewal and a lead source in our Crm, So we track it really hard.

Eric Roberts [0:05:01]: Mid midterm cross sells, leads to our smart Crm, so we track those hard.

Eric Roberts [0:05:05]: So basically, any the opportunity, man, like, I think it all starts for...

Eric Roberts [0:05:09]: I think it just in general.

Eric Roberts [0:05:11]: For us for anybody.

Eric Roberts [0:05:12]: The vision of the agency is to have the flexibility of an independent, but the aggressive this sort a captive.

Eric Roberts [0:05:19]: Right?

Callan Harrington [0:05:21]: Yep.

Eric Roberts [0:05:21]: We have a motto in our office respectfully aggressive.

Eric Roberts [0:05:23]: I think anywhere, the idea is, understanding the portfolio and the discovery.

Eric Roberts [0:05:30]: Maybe the person called in because their auto rates are too high.

Eric Roberts [0:05:34]: Maybe the auto is the focus, but that doesn't mean we can't figure out what the rest of the account looks like.

Eric Roberts [0:05:40]: Mh.

Eric Roberts [0:05:41]: You focus on their focus.

Eric Roberts [0:05:42]: You try to get them into bone, obviously.

Eric Roberts [0:05:44]: Or at least...

Eric Roberts [0:05:45]: At least bring all this stuff in the agency.

Eric Roberts [0:05:47]: But you focus on their focus and then you attack the rest of it pretty quickly.

Eric Roberts [0:05:52]: It's just a process of just thorough discovery, a result of thorough discovery as a result of on your standing your portfolio while we're on the phone, when we get off the phone after the cell in just how I would say strategic planning on how you're gonna go get the rest of it if anything was left off.

Callan Harrington [0:06:09]: Let's break that down a little bit.

Callan Harrington [0:06:10]: You've got a new prospect.

Callan Harrington [0:06:11]: So what are these two seventy?

Callan Harrington [0:06:12]: Because I know one of the things that you had mentioned was, your goal is you have a thousand leads per month?

Callan Harrington [0:06:17]: Two seventy those come from new business, but the rest of those opportunities that you're all generating are coming from the current book.

Callan Harrington [0:06:24]: Which is pretty incredible.

Callan Harrington [0:06:26]: I love to kinda journey this.

Callan Harrington [0:06:28]: Somebody comes in.

Callan Harrington [0:06:29]: They're one of those two seventy.

Callan Harrington [0:06:30]: What all products are they getting offered in that first interaction.

Eric Roberts [0:06:37]: As much as we can.

Eric Roberts [0:06:38]: Right?

Eric Roberts [0:06:38]: So...

Callan Harrington [0:06:39]: Okay.

Eric Roberts [0:06:39]: I'm a hundred percent positive.

Eric Roberts [0:06:40]: I can put a thousand leads a month into our Crm and kinda attack strategically based on what the sleep source is, whether it's, like a...

Eric Roberts [0:06:47]: You know, we use agencies zoom, so we call them win backs.

Eric Roberts [0:06:50]: So whether it's like a smart cycle or, you know, whenever that journey looks like for that.

Eric Roberts [0:06:53]: So the question was what gets attacked.

Eric Roberts [0:06:57]: Right?

Eric Roberts [0:06:57]: And we use Canopy connect.

Eric Roberts [0:07:00]: So we try to get all of the lines of businesses prior to shopping them Mh.

Eric Roberts [0:07:04]: The questions.

Eric Roberts [0:07:04]: Right?

Eric Roberts [0:07:05]: So then just a good boils down to just a few discovery every questions.

Eric Roberts [0:07:07]: So where's your home?

Eric Roberts [0:07:08]: Where's is your auto?

Eric Roberts [0:07:09]: I see you're married.

Eric Roberts [0:07:11]: I don't see a wedding ring on your policy of what's going on with that, when we just kinda start, we gently educate the insured of, like, hey.

Eric Roberts [0:07:19]: You realize there's a lemon on joy.

Eric Roberts [0:07:20]: Right?

Eric Roberts [0:07:21]: Like, where's your rolex?

Eric Roberts [0:07:22]: I see something's going on.

Eric Roberts [0:07:23]: Right?

Eric Roberts [0:07:24]: So you gently educate, you don't wanna attack him or anything.

Eric Roberts [0:07:27]: You know, I see you gotta...

Eric Roberts [0:07:29]: In Texas.

Eric Roberts [0:07:30]: Right?

Eric Roberts [0:07:30]: Oh, I see you got a big F two fifty four truck.

Eric Roberts [0:07:32]: What are we pulling with this truck?

Eric Roberts [0:07:34]: You know, is an Rv where's your bow.

Eric Roberts [0:07:35]: Beat tech...

Eric Roberts [0:07:36]: Progressive told us that one in four households has some kind of, like, toy.

Eric Roberts [0:07:40]: So you buy into the statistics of the people who have more money that generate...

Eric Roberts [0:07:45]: Than you that generate them.

Eric Roberts [0:07:46]: Right?

Callan Harrington [0:07:47]: Yeah.

Eric Roberts [0:07:47]: So Progressive can track that.

Eric Roberts [0:07:49]: They got all the money world to to track data.

Eric Roberts [0:07:51]: So we just buy into the idea that Hey, we're gonna ask if they do, they do, if they don't, they don't, we're gonna move on.

Eric Roberts [0:07:57]: So we talk about umbrella limits and qualifying limits for umbrellas and pushing that out there if they buy it if they buy it if they don't, they don't.

Eric Roberts [0:08:04]: We're gonna do our best.

Callan Harrington [0:08:06]: How much of this is standardized, how much of these...

Callan Harrington [0:08:09]: I'm gonna call it a script might be a script might be a skeleton could be whatever it might be.

Callan Harrington [0:08:13]: How much of that is here's our standardized process of my insurance script that we go through.

Callan Harrington [0:08:18]: Versus this is...

Callan Harrington [0:08:20]: We train the producer in the beginning and it's up to the producer to decide how they wanna go about it with that client or prospect.

Eric Roberts [0:08:28]: I would say it's one of the things where you like you do it every single time.

Eric Roberts [0:08:31]: You don't wanna just assume what people have and don't have.

Eric Roberts [0:08:34]: I mean, just asked a question.

Eric Roberts [0:08:35]: I remember a long time ago we had a lady walk in the office and she as I've upset, because her policy had canceled, and she wanted to make a claim.

Eric Roberts [0:08:43]: And we sent her numerous emails, and say, hey.

Eric Roberts [0:08:46]: Listen, your policy pending cancellation.

Eric Roberts [0:08:48]: We have a pretty tricked out service pipeline point.

Callan Harrington [0:08:51]: Mh.

Eric Roberts [0:08:51]: And then she came in, she was very upset.

Eric Roberts [0:08:53]: Even though we did everything we were supposed to do.

Eric Roberts [0:08:55]: I remember somebody my staff is like, wow, that was very, like, I'm kinda nervous right?

Eric Roberts [0:09:00]: Like, that was, you know, engaging.

Eric Roberts [0:09:02]: And I was like, don't ever forget away that don't ever forget about how that that feeling because whenever you decide to be lazy when you don't wanna ask anybody about their wedding ring, and then they come into the office wondering why they're wedding ring as It covered.

Eric Roberts [0:09:14]: I'm just somebody like, hey.

Eric Roberts [0:09:15]: What what happened here?

Eric Roberts [0:09:16]: Why didn't you why didn't you ask the question.

Eric Roberts [0:09:17]: Yeah.

Eric Roberts [0:09:18]: Like, don't evans forget those feelings.

Eric Roberts [0:09:19]: People aren't doing experience But we don't...

Eric Roberts [0:09:22]: It doesn't have the yard experience.

Callan Harrington [0:09:24]: Yeah.

Callan Harrington [0:09:24]: A hundred percent.

Eric Roberts [0:09:25]: We wanna learn through their experiences.

Eric Roberts [0:09:26]: So it's just a commitment, man.

Eric Roberts [0:09:28]: We...

Eric Roberts [0:09:28]: I got one team lead for every five employees.

Eric Roberts [0:09:30]: We have programs and scripts in place.

Eric Roberts [0:09:34]: Like, I know gonna I'll know kinda old school when it comes to that stuff, Like, we got programs place.

Eric Roberts [0:09:38]: We wanna make sure the questions are being asked.

Eric Roberts [0:09:40]: We wanna make sure that we're doing our best.

Eric Roberts [0:09:43]: I mean, that's why we have...

Eric Roberts [0:09:44]: I don't know.

Eric Roberts [0:09:45]: Man.

Eric Roberts [0:09:45]: If you look at our Google reviews everybody...

Eric Roberts [0:09:47]: They appreciate it because nobody by...

Eric Roberts [0:09:49]: Oh, and until my other agent didn't tell me that.

Eric Roberts [0:09:51]: When...

Eric Roberts [0:09:51]: You know, that's the easiest sell of the week whenever somebody like oh, I didn't no No.

Eric Roberts [0:09:55]: My other agent didn't tell me that.

Eric Roberts [0:09:56]: It's like, okay.

Eric Roberts [0:09:57]: Well, this is gonna be easy.

Eric Roberts [0:09:58]: Because then it doesn't matter be more expensive.

Callan Harrington [0:10:01]: I completely agree.

Callan Harrington [0:10:02]: Obviously, is your policies per household go up, your retention

Callan Harrington [0:10:05]: is gonna go up, and Mh

Callan Harrington [0:10:06]: it's gonna be harder to move on from you regardless.

Callan Harrington [0:10:09]: And that's one of the things when we add the discussion, you over doubled your policies per household, which is pretty incredible.

Callan Harrington [0:10:16]: So what does that exact system look like?

Callan Harrington [0:10:20]: Is it...

Callan Harrington [0:10:20]: When somebody's coming up for...

Callan Harrington [0:10:22]: Whether they'll say they're coming up for renewal or to win back campaign.

Callan Harrington [0:10:25]: Is that a series of emails, phone calls, I'm assuming this is where that respectfully aggressive follow ups comes up.

Callan Harrington [0:10:33]: Walk us through that in the in.

Callan Harrington [0:10:35]: What does that look like?

Callan Harrington [0:10:36]: How do you drive those kind of numbers?

Eric Roberts [0:10:38]: We have a very detailed, but not complicated renewal journey.

Eric Roberts [0:10:43]: Okay?

Eric Roberts [0:10:44]: We have a renewal questionnaire.

Eric Roberts [0:10:45]: It's just like a gravity form, and it has questions that we want.

Eric Roberts [0:10:49]: The questions that we feel like are important.

Eric Roberts [0:10:51]: The last question is, hey, I see, we have your home.

Eric Roberts [0:10:54]: On our discovery forms, what we did was we created needs.

Eric Roberts [0:11:00]: So, like, cal calls and you you got your home, your auto, your Rv and your boat.

Eric Roberts [0:11:05]: Right?

Eric Roberts [0:11:06]: So we created needs, check boxes, and then those needs, boxes whenever the form submitted get pushed into agency Zoom and automatically populates a needs tag.

Eric Roberts [0:11:16]: So if we write your home in auto today, for some reason, we didn't get with the Rv or whatever.

Eric Roberts [0:11:22]: Right?

Eric Roberts [0:11:22]: If we write your home in auto day, we take off those two tags and we leave needs Rv.

Callan Harrington [0:11:28]: Yep.

Eric Roberts [0:11:29]: So we can come back and pick that up later.

Eric Roberts [0:11:30]: So the same thing like on the renewal questionnaire, we have all the lines of businesses act trigger tags inside our Crm.

Eric Roberts [0:11:36]: Mh.

Eric Roberts [0:11:37]: Take So it gives you an opportunity to be prepared and understand that the conversations already been had.

Eric Roberts [0:11:44]: The renewal journey is very...

Eric Roberts [0:11:46]: I'd say it's it's very detailed, very intentional, but it's not complicated.

Eric Roberts [0:11:50]: What changed and what do you have?

Eric Roberts [0:11:52]: Is your mortgage still Wells Fargo cool, which makes sure we're doing the right person.

Callan Harrington [0:11:56]: So what I'm hearing you say is that you have a process starts at beginning, and that's the beginning is making sure we're not just talking about the one thing that you came here for.

Callan Harrington [0:12:06]: Whether that was auto our rates home rates, whatever that might be.

Callan Harrington [0:12:09]: Yes, we're going to address that.

Callan Harrington [0:12:11]: We're gonna make sure that we solve the problem that you have right now.

Callan Harrington [0:12:15]: But in addition to that, we're gonna ask deliberate questions to uncover some potential needs that you didn't even know that you had.

Callan Harrington [0:12:23]: You might act on those.

Callan Harrington [0:12:24]: You might not act on those, but we have a process in place where when we are asking that, we know that they have a boat for an example.

Callan Harrington [0:12:32]: And maybe they don't wanna switch their boat right now, but we've got their home in auto.

Callan Harrington [0:12:35]: We know at renewal, we're gonna bring that up, Or is it I'm assuming it's probably any conversation.

Callan Harrington [0:12:41]: You're probably pulling up that record and using that as an opportunity to say, hey.

Callan Harrington [0:12:46]: I know we haven't looked at that boat in a while.

Callan Harrington [0:12:49]: Happy to take a look at that boat and and see if we can't help you there.

Callan Harrington [0:12:52]: Is that fair to say, is that a destination or is there anything I missed on that or misinterpreted?

Eric Roberts [0:12:56]: No, man.

Eric Roberts [0:12:56]: I mean, the end goal is even if you're just a service, and even if you're just...

Eric Roberts [0:13:01]: We got a couple of Vas.

Eric Roberts [0:13:02]: Right?

Eric Roberts [0:13:02]: The end goal is that everybody generates opportunities.

Eric Roberts [0:13:05]: Everybody generates cross sells.

Eric Roberts [0:13:06]: We have an acronym him.

Eric Roberts [0:13:08]: It's and it basically stands for greek gather Greet, verify, gather, execute close.

Eric Roberts [0:13:13]: Mh.

Eric Roberts [0:13:13]: So g v g e c, greet, verify, gather, execute close.

Eric Roberts [0:13:20]: So greet the insured, verify, you know, who they are in our system, you either by this email or phone number or whatnot.

Eric Roberts [0:13:27]: I can...

Eric Roberts [0:13:27]: And then gather what they need, execute whatever they need, you know, a mortgage update, you know, auto update or whatever.

Eric Roberts [0:13:34]: And then the closing, we have five ways to close call.

Eric Roberts [0:13:37]: Basically, is it...

Eric Roberts [0:13:39]: Are you following us on social media?

Eric Roberts [0:13:40]: What else do you have inside your that needs to be insured?

Eric Roberts [0:13:44]: Have you left us a Google review?

Eric Roberts [0:13:46]: Have you downloaded the carrier insurance apps?

Eric Roberts [0:13:48]: And then the fifth one, basically client referral.

Eric Roberts [0:13:52]: The only anybody that could benefit from our services?

Callan Harrington [0:13:55]: Do all five of those get asked at the end?

Callan Harrington [0:13:57]: Or well, how do you dictate which one of those questions gets asked?

Eric Roberts [0:14:01]: It really gets the bit depending on the call, if it's a, so of my calls for an auto update.

Eric Roberts [0:14:05]: Right?

Eric Roberts [0:14:06]: The close would be, hey.

Eric Roberts [0:14:07]: Have you considered downloading the carrier app.

Eric Roberts [0:14:09]: You know what I mean?

Eric Roberts [0:14:10]: You don't have the call about this Anymore.

Eric Roberts [0:14:12]: Just go down...

Eric Roberts [0:14:12]: I'm gonna send you the link that...

Eric Roberts [0:14:13]: And your policy go download progressive.

Eric Roberts [0:14:15]: Or when whoever the carrier is, and then this is how you're gonna use it.

Eric Roberts [0:14:19]: Moving forward.

Eric Roberts [0:14:19]: But just depends on how it came in.

Eric Roberts [0:14:21]: If it's a mortgage update, same thing, we'll help them with that.

Eric Roberts [0:14:24]: It's like, hey, have you left us a Google review.

Eric Roberts [0:14:26]: Cool.

Eric Roberts [0:14:27]: We'll send you the link.

Eric Roberts [0:14:28]: You just make it easy on them.

Eric Roberts [0:14:29]: And then you follow up.

Callan Harrington [0:14:31]: To that point, one of the things that I'm curious about is you've got this down.

Callan Harrington [0:14:36]: How is this team structured?

Callan Harrington [0:14:38]: Do you have it separated from new business and upsell?

Callan Harrington [0:14:42]: There's a producer that works on new also work on upsell?

Callan Harrington [0:14:45]: Do they work on renewal as well?

Callan Harrington [0:14:46]: Is that part of a different team?

Callan Harrington [0:14:48]: What does that structure look like?

Eric Roberts [0:14:50]: The way we have it structured, I would say it's pretty unique, but it works for us.

Eric Roberts [0:14:54]: The way the agency sent up.

Eric Roberts [0:14:56]: We talked about the one per five.

Callan Harrington [0:14:58]: Mh.

Eric Roberts [0:14:59]: I have a new sales team, a renewal team and a service team.

Eric Roberts [0:15:04]: Salespeople people do sales, service people service.

Eric Roberts [0:15:07]: If salespeople people start servicing, I'll put you in service, but you're not gonna be thrilled about it.

Eric Roberts [0:15:12]: The new sales team is responsible for your profile from day one to forty five days up to the expiration date.

Eric Roberts [0:15:22]: So the new...

Eric Roberts [0:15:24]: Let's just say it's too...

Eric Roberts [0:15:25]: For easy.

Eric Roberts [0:15:25]: Just let's just say it's three hundred and twenty days.

Eric Roberts [0:15:27]: Now the new sales team is responsible for the first three hundred and twenty days of your portfolio.

Callan Harrington [0:15:33]: Yep.

Eric Roberts [0:15:34]: And then when the renewal comes up, the renewal teams responsible for the last forty five days.

Eric Roberts [0:15:39]: Renewal came out.

Eric Roberts [0:15:40]: We received it from...

Eric Roberts [0:15:41]: We received the renewal.

Eric Roberts [0:15:42]: We're doing our dog and Pony show.

Callan Harrington [0:15:45]: Mh.

Eric Roberts [0:15:45]: Everything's done, we're moving forward.

Eric Roberts [0:15:47]: And then after that, after renewal team's done with it, that's back on the sales team's plate.

Eric Roberts [0:15:53]: So they're responsible for three hundred and twenty days.

Eric Roberts [0:15:56]: So let's just say, I get a list of mono line homes from carrier.

Eric Roberts [0:16:01]: I take that list and I give it to the see sales teams and say, hey.

Eric Roberts [0:16:06]: Here's the expiration.

Eric Roberts [0:16:07]: So here's your fifty.

Eric Roberts [0:16:08]: Here's your fifty.

Callan Harrington [0:16:10]: Mh.

Eric Roberts [0:16:10]: Your teams need to attack this list.

Eric Roberts [0:16:12]: For the new sales team, hey, We're gonna drop these in automation and to safe code cross sell pipeline.

Eric Roberts [0:16:17]: We're gonna drop these in there, a go attack.

Eric Roberts [0:16:20]: And then I give it to the renewal team lead say, hey.

Eric Roberts [0:16:23]: Make sure every everyone of these people gets a phone call in the next seven days.

Callan Harrington [0:16:27]: So they're each going after that?

Eric Roberts [0:16:29]: School my renewal team goes after the ones that our last forty five days of the policy.

Eric Roberts [0:16:32]: Oh, I gotcha.

Eric Roberts [0:16:33]: And my new sales team goes for the ones that are out goes for the rest.

Callan Harrington [0:16:38]: Why that set up as opposed to, well, I guess, I...

Callan Harrington [0:16:43]: All for the segmentation.

Callan Harrington [0:16:44]: That makes total sense to me.

Callan Harrington [0:16:45]: What I'm curious about is that is a unique setup in that Now are they just purely focusing on, like, you've got a renewal coming up, we're going to renew you?

Callan Harrington [0:16:53]: Or are they having the exact same conversation that that new business sales team is having?

Eric Roberts [0:16:57]: Same conversation with some changes of...

Eric Roberts [0:17:01]: We gotta make sure we get the white mortgage company build.

Callan Harrington [0:17:04]: Mh.

Eric Roberts [0:17:04]: Some of the renewal stuff that comes up.

Eric Roberts [0:17:06]: Right?

Eric Roberts [0:17:06]: Because somebody who comes up for renewal, the conversation is a little different because we we could have them inside the office.

Eric Roberts [0:17:13]: We don't have to drive wedges.

Eric Roberts [0:17:14]: We have to drive as deep of a wedge.

Eric Roberts [0:17:15]: Right?

Eric Roberts [0:17:16]: Yeah.

Eric Roberts [0:17:16]: We have the policy inside the office.

Eric Roberts [0:17:18]: So a lot of it is just confirming that they didn't get married by rolex, anything that can trigger roof updates or new roof, anything that can trigger discounts or prevent them from having like, a prevented a uncomfortable conversation later because of, you know, hey, I lost my wedding ring, and it's not...

Eric Roberts [0:17:38]: And you know Mean, stuff like that.

Callan Harrington [0:17:39]: Yeah.

Callan Harrington [0:17:39]: Why separate the teams that way specifically?

Callan Harrington [0:17:42]: Did you find that there was a a better personality for renewal and new business and vice versa?

Eric Roberts [0:17:47]: Would say my renewal team is a little bit more nurturing, but it's probably not...

Eric Roberts [0:17:50]: It wasn't on purpose.

Eric Roberts [0:17:51]: From twenty twenty one, the twenty twenty five ish.

Eric Roberts [0:17:54]: Texas took a beating in insurance.

Eric Roberts [0:17:57]: Right?

Eric Roberts [0:17:57]: Yeah.

Eric Roberts [0:17:57]: No, forever, fifty percent of our renewal were going out forty percent or more, And we were playing defense, we had played offense forever, and then we had to play defense.

Eric Roberts [0:18:08]: So retaining became more important than new business because carriers started tighten up their guidelines.

Eric Roberts [0:18:15]: The premiums were going we're going up there.

Eric Roberts [0:18:18]: We had to play defense now.

Eric Roberts [0:18:21]: So in an effort to keep up with our new sales, our new opportunities come into the agency.

Eric Roberts [0:18:27]: We said, hey, Listen.

Eric Roberts [0:18:29]: We're not gonna make the agents, we're gonna make our agents, and focus on renewal.

Eric Roberts [0:18:33]: We're just gonna create an own renewal team, and let everybody have their own journey.

Callan Harrington [0:18:37]: Mh.

Eric Roberts [0:18:38]: And they're gonna nurture these people as good as we can.

Eric Roberts [0:18:40]: We're gonna train them hard on how to overcome these, challenges, the facts, the fo, all of that stuff.

Eric Roberts [0:18:48]: They're gonna take some black eyes.

Eric Roberts [0:18:50]: They're gonna take some bloody noses, but we're gonna support them, and we're gonna make sure they get back up and pick up the phone again and call the next one.

Eric Roberts [0:18:56]: So Yeah.

Eric Roberts [0:18:57]: It was just a very easy way for us to experience to really focus on it.

Eric Roberts [0:19:01]: Like, if we're gonna focus on it, Let's just do it intentionally and hit it hard.

Callan Harrington [0:19:04]: It makes total sense, and I can definitely understand why you would split them up.

Callan Harrington [0:19:08]: I think it's an interesting way of giving that back to the new business.

Callan Harrington [0:19:12]: It didn't look, a new business is probably more wired and you probably have the...

Callan Harrington [0:19:16]: My guess the incentives are different between the two teams.

Callan Harrington [0:19:18]: Is that fair am I off on that?

Eric Roberts [0:19:20]: They're comparable but a little different from the front end side, the salary side.

Callan Harrington [0:19:24]: Okay.

Callan Harrington [0:19:24]: Gotcha.

Callan Harrington [0:19:24]: The service team.

Callan Harrington [0:19:26]: Are they also responsible for having these upsell conversations.

Callan Harrington [0:19:29]: I think you alluded this to a little bit earlier and that answer was yes, but they're also at every opportunity working this framework in to be able to cross sell up upsell.

Callan Harrington [0:19:40]: Is that right?

Eric Roberts [0:19:41]: Now what they do is they basically insured calls for whatever reason, they responsible for verifying the portfolio.

Eric Roberts [0:19:48]: If there's something outside the agency?

Eric Roberts [0:19:50]: They put the sales team lead in an email with the insured and just say, you know, something to expensive You know, hi Cassidy.

Eric Roberts [0:19:59]: You know, please me a Call we're insured.

Eric Roberts [0:20:01]: He's got an Rv insured with somebody else, you know, not inside the agency, please go go get it.

Callan Harrington [0:20:07]: How do you make sure this process is followed?

Eric Roberts [0:20:10]: Since it's in an email, we track the cross sell emails.

Eric Roberts [0:20:13]: That's how we really follow up on that particular aspect of it.

Eric Roberts [0:20:16]: And do we just talk about it all the time.

Eric Roberts [0:20:19]: All the time.

Callan Harrington [0:20:20]: Yeah.

Callan Harrington [0:20:20]: Are they comp specifically on cross sell upsell?

Callan Harrington [0:20:23]: So is that part of the expectation or is it more you just built the culture around this?

Callan Harrington [0:20:29]: And as a result, it's just driven?

Callan Harrington [0:20:32]: It's just how we do it?

Eric Roberts [0:20:34]: Just how we do it?

Eric Roberts [0:20:34]: These are the rules.

Eric Roberts [0:20:35]: Yeah.

Eric Roberts [0:20:36]: And it's all talked about a front and in the recruiting side of it.

Eric Roberts [0:20:39]: It's all talked about it front.

Eric Roberts [0:20:40]: Like, these are the job responsibilities.

Eric Roberts [0:20:42]: And we talked about it all the time.

Eric Roberts [0:20:44]: I have a servicing team meeting every other Wednesday and we talked about it.

Eric Roberts [0:20:46]: Every single time.

Eric Roberts [0:20:48]: How many people came in.

Eric Roberts [0:20:49]: We're pretty clear what the definition of a cross sell is.

Eric Roberts [0:20:52]: On that side.

Eric Roberts [0:20:53]: It's not somebody who called to talk about their renewal.

Eric Roberts [0:20:56]: It's somebody who that has a line of business somewhere else that we don't have here.

Eric Roberts [0:21:00]: So pretty clear the definition is pretty clear on the expectations.

Eric Roberts [0:21:03]: It's pretty clear on how to relay it to the team they get it moving forward accordingly.

Callan Harrington [0:21:07]: You know, it's funny.

Callan Harrington [0:21:07]: Wherever this conversation, and you're talking about it almost as if...

Callan Harrington [0:21:12]: Yeah.

Callan Harrington [0:21:13]: Why would this be done any other way?

Callan Harrington [0:21:14]: Bit if you go to...

Callan Harrington [0:21:17]: And I spent a lot of time in the big digital agencies.

Callan Harrington [0:21:19]: Right?

Callan Harrington [0:21:19]: A couple hundred person inside sales teams where they're pulling people and and we had this conversation as well.

Callan Harrington [0:21:24]: And and I know a lot of them.

Callan Harrington [0:21:26]: In in that world it's second nature.

Callan Harrington [0:21:27]: And they've got all the big systems to be able to monitor this to be able to track this and all the the speech analytics and anything else that you can think of.

Callan Harrington [0:21:35]: But I don't see it done nearly as much.

Callan Harrington [0:21:39]: And more of a firm like yours, which I'll say is at a regional level, and not to say you're not doing national.

Callan Harrington [0:21:45]: I I'm not hundred percent positive.

Callan Harrington [0:21:47]: But at a regional level one, I think the second part of that is is you're definitely more of someone that's looking at this from a...

Callan Harrington [0:21:55]: I wanna be your adviser perspective, than I am a high, very high volume transactional shop.

Callan Harrington [0:22:03]: And I'm not saying necessarily one's better than the other, although you can make an argument for sure, but how were you able to pull that off.

Callan Harrington [0:22:10]: When you look back at this Why were you able to do this and so many other struggle in this regard?

Eric Roberts [0:22:17]: Man, believe me, we've struggled for sure, with structuring it without a doubt.

Eric Roberts [0:22:21]: We've done in a lot of wrong ways, but I would say the biggest thing we did do is we do...

Eric Roberts [0:22:25]: Didn't give up.

Eric Roberts [0:22:26]: I mean, to be honest with you.

Eric Roberts [0:22:27]: It's just...

Eric Roberts [0:22:28]: You take this idea and in the first concept of this idea.

Eric Roberts [0:22:32]: It's not perfect, but you just keep going.

Eric Roberts [0:22:34]: And so you try it out and like, I don't really like that.

Eric Roberts [0:22:37]: Let's move this person over here and, like, let's throw this automation here and then, like, let's do kinda do this a little bit.

Eric Roberts [0:22:42]: Let's see if this works.

Eric Roberts [0:22:43]: And then you just keep paying attention, and then you just keep training and you keep training on it.

Eric Roberts [0:22:48]: Your team's gonna realize that, listen.

Eric Roberts [0:22:50]: He's really, really passionate about this.

Eric Roberts [0:22:53]: We either are going to do it or he's gonna find somebody who will.

Eric Roberts [0:22:56]: Believe you my team knows that.

Eric Roberts [0:22:58]: And then you you seek their advice.

Eric Roberts [0:23:00]: The reality is you embrace the journey and you listen to the music.

Eric Roberts [0:23:03]: Like, we're gonna embrace all this together, but I'm gonna walk around all the time, which I do all the time out my office be like, hey, What's going on with this.

Eric Roberts [0:23:11]: Why did it not get done?

Eric Roberts [0:23:13]: And I'm just not like I'm not upset about it.

Eric Roberts [0:23:15]: I just wanna learn.

Eric Roberts [0:23:16]: I'm not making these calls.

Eric Roberts [0:23:17]: All I did was create the gravity for it.

Eric Roberts [0:23:20]: But like, what happened here?

Eric Roberts [0:23:21]: I feel like I learned more for my team than from anybody because they're the ones that's in the trenches And I'm open and willing to seek advice.

Eric Roberts [0:23:29]: I wanna be educated every single time on what this scenario was.

Eric Roberts [0:23:34]: And if and where did it fail?

Eric Roberts [0:23:36]: And the reality is man, our system is supposed to work for ninety percent people.

Eric Roberts [0:23:40]: Right?

Eric Roberts [0:23:40]: There's a ten percent of the time.

Eric Roberts [0:23:42]: Like, it's like, oh, yeah.

Eric Roberts [0:23:43]: Man this lady, she wouldn't call me back.

Eric Roberts [0:23:44]: Or whatever it may be.

Eric Roberts [0:23:45]: This guy was crazy.

Eric Roberts [0:23:46]: You didn't wanna give me his deck pages and blah I'm like, okay.

Eric Roberts [0:23:49]: Then fine.

Eric Roberts [0:23:50]: I'm not worried about that.

Eric Roberts [0:23:51]: Yeah.

Eric Roberts [0:23:51]: I'm not trying to accomplish those goals.

Eric Roberts [0:23:52]: But I just...

Eric Roberts [0:23:53]: Walk around in a very inside of what's look and see what my team is doing and I go seek and gather information and then I run back from office and like, okay.

Eric Roberts [0:24:02]: Let's try this and let's figure this out and blah blah blah.

Eric Roberts [0:24:04]: And then I go back and like, hey.

Eric Roberts [0:24:06]: So here's what we did and We just all kinda talk about together.

Eric Roberts [0:24:09]: We talk about it all the time.

Eric Roberts [0:24:10]: Yeah.

Eric Roberts [0:24:10]: All the time.

Eric Roberts [0:24:11]: Because the reality is, like, there's only eight hours in a day.

Eric Roberts [0:24:14]: And I'm very adamant about not having any glass ceilings on how much anybody can make here.

Eric Roberts [0:24:18]: And it's kind of why we pay that...

Eric Roberts [0:24:20]: We got a pretty unique...

Eric Roberts [0:24:21]: I would say is unique payroll set of where, like, every one of our people are W two employees.

Eric Roberts [0:24:25]: We don't have outside sales producers.

Eric Roberts [0:24:26]: One of our people are W two employees.

Eric Roberts [0:24:28]: They're working the leads that that John james is, like, bring to the agency.

Eric Roberts [0:24:32]: And they got a base salary and every...

Eric Roberts [0:24:34]: Once they offset their salary, they qualify for commissions splits and bonuses.

Eric Roberts [0:24:37]: Right?

Eric Roberts [0:24:38]: We give two hundred and fifty dollars for every ten Google reviews, we give them two hundred and fifty bucks.

Eric Roberts [0:24:42]: And so we've structured it that way.

Eric Roberts [0:24:44]: So nobody...

Eric Roberts [0:24:45]: So everybody can just go attack.

Eric Roberts [0:24:47]: And so the reality is is that just circle back road on on, like, the process.

Eric Roberts [0:24:51]: Whenever I'm walked around, and I'm I'm seeking I'm seeking and I'm, like, hey.

Eric Roberts [0:24:56]: I wanna a hell.

Eric Roberts [0:24:56]: It's not because I wanna go buy another cadillac.

Eric Roberts [0:24:59]: It's like, hey.

Eric Roberts [0:25:00]: How can I help you close this faster so you can get?

Eric Roberts [0:25:03]: So you can get to more more files faster, or how so you can close faster?

Eric Roberts [0:25:07]: How do I make it easier on you?

Eric Roberts [0:25:09]: Right?

Eric Roberts [0:25:09]: So

Callan Harrington [0:25:11]: what I'm hearing you say is that you're walking the floor.

Callan Harrington [0:25:13]: You're asking these questions so you can remove roadblocks.

Callan Harrington [0:25:17]: You've got a vision the vision coming from you.

Callan Harrington [0:25:20]: But how you get there?

Callan Harrington [0:25:22]: It just doesn't have to be the Eric Roberts way of doing this.

Callan Harrington [0:25:25]: You wanna hear from the people that are doing this day to day, and then you can go back to work on removing any friction to having them be as successful as possible.

Eric Roberts [0:25:35]: Yeah.

Eric Roberts [0:25:35]: One thing I've learned is that humans fail the system.

Eric Roberts [0:25:39]: Every now and then the system will fill.

Eric Roberts [0:25:41]: And you get this like, what, four zero four gateway and where you can't log in.

Eric Roberts [0:25:45]: Like, that's when the system fails the system.

Eric Roberts [0:25:47]: Right?

Eric Roberts [0:25:47]: The reality is man, and generally speaking, humans fell the system.

Eric Roberts [0:25:51]: Due to having a bad day.

Eric Roberts [0:25:52]: Lack of discipline, lack of accountability, lack of, you know, didn't really know this was gonna happen, so now we gotta go back and I just tweak this system or adjusted it.

Eric Roberts [0:26:00]: So the reality is is that if we can...

Eric Roberts [0:26:03]: The consumers are taught fifteen minutes can save you fifteen percent more, but we're not gonna turn on quotes in fifteen minutes man.

Eric Roberts [0:26:08]: We don't have the capacity to do that at the moment.

Eric Roberts [0:26:10]: But I feel like if we can get them turn around in two hours, we can close them fast.

Eric Roberts [0:26:15]: But I have to give them the tools in the platform to be able to close them in two hours.

Eric Roberts [0:26:19]: Mh.

Eric Roberts [0:26:19]: We talked about the Crm to talk about the can.

Eric Roberts [0:26:21]: We talked about...

Eric Roberts [0:26:22]: I have to give them the tools to be able to do that.

Eric Roberts [0:26:24]: So...

Eric Roberts [0:26:24]: And then you gotta tie all of this together.

Eric Roberts [0:26:27]: You gotta make sure that we're not bouncing across seven different windows tabs working in inefficient.

Eric Roberts [0:26:34]: And I think that's where I walking around gathering information, and somebody be like hey.

Eric Roberts [0:26:40]: It'd be pretty cool if disconnected to this and suck.

Eric Roberts [0:26:42]: Alright.

Eric Roberts [0:26:42]: Let me go run over here.

Eric Roberts [0:26:43]: And let me go Zapier here.

Eric Roberts [0:26:44]: Let me go and see what we can do.

Eric Roberts [0:26:45]: Like, okay.

Eric Roberts [0:26:46]: Well, we'll figure it out one way.

Eric Roberts [0:26:47]: We gotta go buy an Api key from easy links or whatever We'll go do it We'll figure it out.

Callan Harrington [0:26:51]: Yeah.

Callan Harrington [0:26:51]: It makes complete sense.

Callan Harrington [0:26:52]: I'm curious if you were...

Callan Harrington [0:26:54]: Hey let's say your...

Callan Harrington [0:26:55]: I know you do this quite a bit, and this is how we got introduced, but you coach and you give a lot of advice.

Callan Harrington [0:26:59]: To other agency owners that ask you for it.

Callan Harrington [0:27:02]: And if somebody's asking you and they're saying, Eric, we're looking to start our our cross sell process, what's the first piece of advice that you're giving them.

Eric Roberts [0:27:11]: I would say call all your bun carriers.

Eric Roberts [0:27:14]: Call, every everyone of the carrier reps and request on mono line home or a mono line auto list?

Callan Harrington [0:27:21]: That's just of their mono line clients or what is that list?

Callan Harrington [0:27:24]: Can you break that down?

Eric Roberts [0:27:26]: If I'll call safe...

Eric Roberts [0:27:26]: Yeah, Email or call safe go and be like, hey, can you send me a list of all my mono line homes?

Eric Roberts [0:27:30]: Yeah.

Eric Roberts [0:27:31]: She's look And they're like, oh, we just took great decrease?

Eric Roberts [0:27:34]: Cool.

Eric Roberts [0:27:34]: Can you send me a list of All my mile homes?

Eric Roberts [0:27:36]: And let me see who I've already quoted.

Eric Roberts [0:27:37]: If I got Safe code inside a house with Progressive?

Eric Roberts [0:27:40]: Or if I got...

Eric Roberts [0:27:42]: How can I work this out?

Eric Roberts [0:27:43]: How can I figure this out because?

Eric Roberts [0:27:45]: And then you just put together strategic plan.

Eric Roberts [0:27:47]: So she sends it...

Eric Roberts [0:27:48]: They generally send to you in an excel spreadsheet.

Callan Harrington [0:27:50]: Mh.

Eric Roberts [0:27:51]: So we take that excel spreadsheet.

Eric Roberts [0:27:53]: And is usually not a whole lot on there, Maybe fifty sixty people, which isn't a whole lot whenever you looked at to the thing that we got seven thousand people here.

Callan Harrington [0:27:59]: Sure.

Callan Harrington [0:27:59]: I'm sorry.

Eric Roberts [0:28:00]: So we take that list, and then we we dissect it real, like, pretty quickly.

Eric Roberts [0:28:05]: What we do in the past?

Eric Roberts [0:28:07]: How we quote in the past what it is, and then we give it to the agents in the form of dropping into the renewal pipeline?

Eric Roberts [0:28:13]: Or dropping into a cross sell pipeline, like, or a our lead is...

Eric Roberts [0:28:17]: Let's just say safe code, cross sell pipeline in this in a new sales pipeline.

Eric Roberts [0:28:22]: And then we dose some automation in there real quick.

Eric Roberts [0:28:24]: We don't make it complicated, and then we do a task for the agent to call.

Eric Roberts [0:28:27]: So it's like call text, call text, email text, email text, email text, and then, like, call one day three, and they just attack it.

Callan Harrington [0:28:35]: Yeah.

Callan Harrington [0:28:35]: Absolutely.

Callan Harrington [0:28:35]: Yeah.

Callan Harrington [0:28:36]: I think that's a great idea.

Eric Roberts [0:28:38]: Yeah.

Eric Roberts [0:28:38]: Like, every one of these people managers.

Eric Roberts [0:28:39]: Like, you gotta...

Eric Roberts [0:28:40]: We coach on the idea that every one of these people are friends.

Eric Roberts [0:28:43]: I mean, sometimes we're a better friends with them than they are with us, but they're all your friends man.

Eric Roberts [0:28:47]: They'd trusted you to issue their home.

Eric Roberts [0:28:48]: Policy I'll like, you might well just go attack the audit.

Eric Roberts [0:28:50]: So you just attack, like you come over with a plan.

Eric Roberts [0:28:53]: I mean, you just attack.

Eric Roberts [0:28:54]: You want more client referrals.

Eric Roberts [0:28:56]: Well then you gotta call all your clients to go get refer and check on them, lead with being helpful with that kind call and then turn it into, hey, do you think we can get a referral by the end of the week, you can do that.

Eric Roberts [0:29:07]: Whatever you're trying to accomplish.

Eric Roberts [0:29:09]: You just gotta attack it.

Eric Roberts [0:29:10]: Yeah.

Eric Roberts [0:29:11]: Intentionally

Callan Harrington [0:29:12]: create the plan, attack it and then make sure that that's getting continue to get...

Callan Harrington [0:29:15]: Here's a question.

Callan Harrington [0:29:15]: How do you balance those different campaigns and not just annoying your customers.

Eric Roberts [0:29:23]: So we don't have, like, a, like, an outreach that's not strategic.

Callan Harrington [0:29:28]: Yep.

Eric Roberts [0:29:28]: That would be the first thing.

Eric Roberts [0:29:29]: Let's just say you got on day, eighty seven of policy periods, ten Grandma's Apple Pie recipe, like, we don't have any of that.

Eric Roberts [0:29:36]: Yeah.

Eric Roberts [0:29:36]: I mean, not for any other reason.

Eric Roberts [0:29:38]: Then we try to address in different ways.

Eric Roberts [0:29:41]: We don't want them getting too many emails from us, because then they just some subscribe from your email, then you're kinda, like, totally defeat the purpose.

Callan Harrington [0:29:48]: Yeah.

Callan Harrington [0:29:48]: So everything you're doing highly intentional, It's strategic in nature.

Callan Harrington [0:29:52]: So if your goal is to drive referrals, then that's

Callan Harrington [0:29:54]: what you're doing.

Callan Harrington [0:29:54]: You're not throwing all these other things at them for at least this period.

Eric Roberts [0:29:58]: We try to have some boundaries on our outreach for sure.

Eric Roberts [0:30:01]: You know, I think you can definitely over automate.

Eric Roberts [0:30:03]: We just try to have boundaries, but that's also part of the call.

Eric Roberts [0:30:06]: You don't just lead in be like, hey.

Eric Roberts [0:30:08]: Got your home have your auto.

Eric Roberts [0:30:09]: Where's is that?

Eric Roberts [0:30:10]: You gotta a call check ins and see how things are going and then you kinda lead into the, auto part of it?

Callan Harrington [0:30:16]: So you've got all these processes down.

Callan Harrington [0:30:20]: How do you go to fifty million?

Eric Roberts [0:30:24]: So right now, ninety five percent of the agency's personal lines.

Eric Roberts [0:30:27]: So first things first, expanding our commercial footprint.

Eric Roberts [0:30:31]: We probably get fifteen commercial leads a month, you know, just from the Internet Google, some of them are great, some of them aren't, some of them we punt.

Eric Roberts [0:30:39]: But going from fifteen to twenty from twenty three to fifty, expanding our commercial footprint for sure.

Eric Roberts [0:30:46]: You know, we're still bringing in two hundred leads that are are currently with the agency at the moment, probably not that much.

Eric Roberts [0:30:52]: Probably, like, let's just say a hundred just for easy, math.

Callan Harrington [0:30:55]: Yep.

Eric Roberts [0:30:55]: Hundred to a hundred twenty eight leads a month from, like, out that aren't currently with the agency.

Callan Harrington [0:31:00]: Mh.

Eric Roberts [0:31:01]: So that's gonna help.

Eric Roberts [0:31:02]: And, you know, the hardest part of an agency this size is that I, I don't care...

Eric Roberts [0:31:06]: You can have a fantastic retention rate.

Eric Roberts [0:31:08]: But when you lose two hundred people, you gotta replace him with you and people to maintain a solid retention.

Eric Roberts [0:31:13]: Right?

Eric Roberts [0:31:14]: To maintain growth.

Eric Roberts [0:31:15]: So I'm very well aware that as I get older, my referring sources and lead sources that may get younger.

Eric Roberts [0:31:22]: So, like, your realtors, your lenders, your...

Eric Roberts [0:31:24]: Just the community, man.

Eric Roberts [0:31:26]: Like, as I'm getting older, they getting younger.

Eric Roberts [0:31:28]: So I would say, like, we're gonna have some sort of...

Eric Roberts [0:31:30]: You know, we're gonna put some boots on the ground outside of the three of us here soon.

Eric Roberts [0:31:35]: But at the moment, we've just been attacking what we have and it hasn't stopped being where we're at premium wise and revenue wise.

Eric Roberts [0:31:42]: It hasn't stopped everybody from calling Trying to purchase us so to tell you that.

Callan Harrington [0:31:46]: Not bet.

Callan Harrington [0:31:46]: It's...

Callan Harrington [0:31:47]: You've got a great size.

Callan Harrington [0:31:48]: That's why I was just kinda curious.

Callan Harrington [0:31:49]: How do you think about?

Callan Harrington [0:31:50]: When you think about getting at next level, which...

Callan Harrington [0:31:53]: There's no way I can't imagine that you've had tons of these conversations just given how you've already wired this thing and how you talk about it.

Callan Harrington [0:32:00]: So I'll excited to watch as you climb to this next level.

Callan Harrington [0:32:04]: I love, Eric.

Callan Harrington [0:32:05]: This is the next...

Callan Harrington [0:32:06]: Man.

Callan Harrington [0:32:06]: I appreciate you coming on.

Eric Roberts [0:32:08]: Yeah, man.

Eric Roberts [0:32:08]: Thanks for having me.

Callan Harrington [0:32:09]: Yeah.

Callan Harrington [0:32:09]: Absolutely.