In this episode, Scott and Bradley dive deep into the realities of running an insurance agency, focusing on everything from branding and agency operations to the growing pains of hiring and customer service. Bradley shares candid stories about managing his Airbnb, highlighting lessons on communication and the unavoidable headaches of dealing with warranties and service companies. Scott presents a real-life customer voicemail, prompting a discussion on how agencies should handle service slip-ups and the importance of over-communicating with clients to build trust and retention. The hosts also discuss the challenges of automation in insurance, its impact on internal processes, and why excessive automated communication can overwhelm everyone—agents, carriers, and clients alike. Bradley and Scott wrap up with honest insights on agency growth, recruiting talent, and the evolving landscape of insurance rates, noting the current shift toward a softer market. It’s a candid, relatable conversation packed with practical advice for insurance professionals on providing better customer experiences and strengthening agency operations.