The Scratch Agency Podcast

What a Commercial VA Can Handle in an Insurance Agency

In Episode 177 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald kick off a new style of community-driven episodes by answering questions coming directly from Scratch insurance agency owners. This week’s question: **What can a commercial-lines virtual assistant actually handle inside an insurance agency?** Shawn shares his experience hiring a VA as his first employee and gradually developing more specialised roles as his agency grew. Stephen also shares what he’s currently learning as he delegates more commercial-lines responsibilities to his own team. They break down practical tasks that can be delegated, including certificates of insurance, finance agreements, document management, renewal comparisons, exposure reviews, retention reporting, CRM and AMS maintenance, and client communication. The conversation also explores an important lesson for scratch agency owners: **you don’t need the perfect SOP before you start delegating.** Give your team one part of the process, review their work, correct mistakes in real time, and gradually expand their responsibilities as they become more confident. Stephen and Shawn also discuss simplifying commercial renewal workflows, creating different processes for VIP accounts, and why even smaller commercial clients still deserve meaningful renewal communication. 🔍 **If you’re growing a scratch insurance agency and wondering what you can finally take off your plate, this episode gives you practical ideas for using a VA to support commercial lines without giving up control of the parts that still require your expertise.** 🕒 **Timestamps:** 00:00 – Introduction & Community-Driven Episodes 01:09 – Answering Questions From the Scratch Agency Community 02:48 – What Can a Commercial VA Handle? 03:20 – Delegating Certificates of Insurance 04:54 – Start Delegating Before the Process Is Perfect 06:21 – Training Your VA on Different COI Scenarios 07:32 – Commercial Renewal Comparisons & Audits 09:24 – How Detailed Should a Commercial Renewal Audit Be? 10:08 – Creating a VIP Commercial Renewal Process 11:30 – Don't Overcomplicate Commercial Renewals 12:48 – Simplifying Your AgencyZoom Pipelines 13:53 – Why Smaller Commercial Accounts Still Matter 16:16 – Commercial Tasks You Can Delegate to a VA 16:48 – COI Follow-Ups & Client Communication 17:06 – Retention Reporting, AMS Data & Exposure Reviews 17:41 – Closing Thoughts & Join the Community 💼 **Sponsored by HawkSoft** https://www.hawksoft.com A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft combines a user-friendly platform with support and service built around the needs of independent insurance agencies. 🔗 **Links & Resources:** 📘 Join the Scratch Agency Podcast Community on Facebook to ask questions, connect with other scratch agency owners, and contribute to conversations that may become future episodes. 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com Thank you for tuning into another episode of the Scratch Agency Podcast. 👍 Like the show. 📤 Share it with another scratch insurance agency owner. 🔔 Subscribe so you never miss an episode. Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

Stop Solving Everything | How Scratch Insurance Agency Owners Build Better Teams

In Episode 176 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down for another shop-talk episode to share what’s actually happening inside their agencies—what’s working, what isn’t, and what they’re learning along the way. Stephen shares a recent challenge inside T5 Insurance Services. The agency didn’t have a lead problem—it had a **turnaround-time problem**. Instead of immediately deciding how to fix it himself, Stephen identified the problem, brought it to his team, and asked them to develop the solution. The result? His team identified workflow improvements Stephen hadn’t considered, reassigned responsibilities inside Agency Zoom, and even called out Stephen’s own lack of dedicated proposal time. That conversation led to a simple 3:00–3:30 PM proposal block that has already helped improve their process. Shawn shares a similar experience from his agency involving personal lines renewals and an incomplete SOP. Rather than stepping in with the answer, he empowered his team members to review the process, identify what was missing, and solve the issue together. 🔍 **If you’re building a scratch insurance agency and starting to grow your team, this episode is a reminder that leadership isn’t about having every answer. Sometimes the best thing you can do is identify the problem, give your team ownership, and let them help build the solution.** 🕒 **Timestamps:** 00:00 – Introduction & Another Shop-Talk Episode 01:23 – Realizing the Agency Didn't Have a Lead Problem 02:20 – The Turnaround-Time Bottleneck 03:00 – Asking the Team to Build the Solution 03:55 – When Your Team Calls You Out 04:56 – Time Blocking Proposal Work 05:56 – Empowering Your Team to Make Decisions 07:43 – Re-Auditing Roles, Responsibilities & Agency Zoom 08:20 – Shawn's Personal Lines Renewal & SOP Example 09:25 – Defining When a Process Is Actually "Done" 10:08 – Why Agency Owners Shouldn't Solve Every Problem 10:38 – Training Employees to Think for Themselves 11:27 – Give Your Team Ownership 12:17 – Building a Culture of Accountability 12:47 – Closing Thoughts 💼 **Sponsored by HawkSoft** https://www.hawksoft.com A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft is focused on customer service, honest feedback, and helping independent insurance agencies get where they need to be. 🔗 **Links & Resources:** 📘 Join the Scratch Agency Community on Facebook for conversations, resources, and insights from other independent insurance agency owners. 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com Thank you for tuning into another episode of the Scratch Agency Podcast. 👍 Like the show. 📤 Share it with another scratch insurance agency owner. 🔔 Subscribe so you never miss an episode. Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

Stop Underusing Your CRM with Mariah Gates | AgencyZoom, Automation & Smarter Insurance Tech

In Episode 175 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with **Mariah Gates, owner of Accelerated Automation**, to talk about one of the biggest opportunities independent insurance agencies are leaving on the table: actually using their CRM to its full potential. After starting as a Farmers agency owner, Mariah began building automation inside her own business before realising other agents needed the same help. What started as a side business eventually became Accelerated Automation, which has now helped more than 1,000 insurance agencies improve their systems, workflows, and AgencyZoom implementation. Mariah explains why many agencies are essentially using AgencyZoom like a “fancy Excel sheet,” why structured data matters more than ever in the age of AI, and how properly documenting opportunities, quotes, carriers, and policy information can create years of future sales opportunities. The conversation also dives into integrations, choosing technology that actually works together, why more software does not automatically mean more efficiency, and how scratch agents should approach CRM implementation without overwhelming themselves. 🔍 **If you have AgencyZoom but know you’re barely scratching the surface—or you're building a scratch agency and trying to create the right tech foundation from day one—this episode gives you a practical roadmap for doing it right.** 🕒 **Timestamps:** 00:00 – Introduction & Meet Mariah Gates 02:00 – From Farmers Agency Owner to Accelerated Automation 03:10 – Why Accelerated Automation Focuses on AgencyZoom 04:35 – The Biggest AgencyZoom Mistake: Using It Like Excel 06:15 – Why Structured Data Matters in the Age of AI 08:20 – Where Scratch Agents Should Start With a CRM 10:40 – Building the Basics Before Adding More Technology 12:05 – Underused AgencyZoom Features 13:25 – Opportunities, Quotes & Retargeting Lost Leads 16:05 – Using Carrier Disruption to Create New Opportunities 17:45 – Why Producers Need to Document More Data 19:15 – AMS + CRM Integrations: What Actually Matters 21:05 – Choosing Tech Companies Built for Integration 22:35 – How Accelerated Automation Helps Agencies 24:15 – Be Careful Who You Hire for Consulting & Automation 26:15 – Why AgencyZoom Makes Sense for Scratch Agencies 28:05 – Where to Connect With Mariah 29:10 – Final Thoughts 💼 **Sponsored by HawkSoft** https://www.hawksoft.com A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft continues to listen to agents, respond to feedback, and expand integrations that give agencies more flexibility with their technology. 🔗 **Links & Resources:** ⚙️ Accelerated Automation: https://acceleratedautomation.net 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com Thank you for tuning into another episode of the Scratch Agency Podcast. 👍 Like the show. 📤 Share it with another insurance agency owner. 🔔 Subscribe so you never miss an episode. Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

The Podcast Is Changing | Advice Every Scratch Insurance Agency Owner Needs

In this episode of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald have an open conversation about where the podcast is headed—and a lesson every scratch insurance agency owner needs to hear: be careful who you take advice from. After more than 160 episodes, years of building their own agencies, and countless conversations with coaches, vendors, agency owners, and industry professionals, Stephen and Shawn have seen more of what happens behind the scenes. And sometimes, what you see online doesn’t match reality. They discuss why scratch agency owners should look beyond social media hype, carefully vet coaches and vendors, understand the incentives behind recommendations, and ask one critical question before spending thousands of dollars: **Has this person actually done what they’re teaching me to do?** Stephen and Shawn also reflect on the future of the Scratch Agency Podcast. Moving forward, expect more solo episodes, more conversations about what’s actually happening inside their agencies, and a more intentional approach to bringing on guests who can provide real, proven value to the community. 🔍 **If you’re building a scratch insurance agency and investing in coaching, software, marketing, or professional services, this episode is a reminder to do your homework, question the hype, and learn from people who have actually accomplished what you’re trying to achieve.** 🕒 **Timestamps:** 00:00 – Opening & Welcome to Episode 174 01:56 – Why the Scratch Agency Podcast Is Changing 02:39 – Be Careful Who You Take Advice From 03:37 – Transparency Around Sponsors & Recommendations 05:12 – Before Spending Thousands, Do Your Homework 06:59 – Have They Actually Done What They Teach? 08:33 – Looking Behind the Curtain 09:57 – Learn From People Who Have Actually Done It 11:30 – More Solo Episodes & What’s Coming Next 12:34 – Closing Thoughts & The Scratch Agency Community 💼 **Sponsored by HawkSoft** https://www.hawksoft.com A family-owned and operated agency management system serving independent agencies with teams from one to 300+ employees. HawkSoft continues to listen to its agents, act on user feedback, and build its platform around the needs of independent insurance agencies. 🔗 **Links & Resources:** 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com Thank you for tuning in to another episode of the Scratch Agency Podcast! 👍 Like the show. 📤 Share the show with another scratch insurance agency owner. 🔔 Subscribe so you never miss an episode. Most importantly, remember to **dig down deep, believe in yourself, and own your own future.**

Building Community, Sharing Value & Lessons from the NYC Mastermind

Throwback Episode: Building a Scratch Agency the Right Way with Dr. Billy R. Williams

In Episode 172 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with Dr. Billy R Williams, founder of Inspire a Nation Business Mentoring, who shares a unique perspective on launching a brand-new independent agency with his three children. Drawing from decades of experience mentoring agencies and investing in independent insurance businesses, Billy breaks down the fundamentals every scratch agent should master—from communication, processes, technology, and marketing systems to hiring, automation, and long-term legacy building. Using his signature numbers-based framework, he simplifies complex agency concepts into actionable strategies that agents can implement immediately. 🔍 If you're starting an agency—or want to build one with stronger systems, better processes, and sustainable growth—this episode is packed with practical advice you can apply today. 🕒 Timestamps: 00:00 – Introduction & Meet Dr. Billy R Williams 03:05 – Why Billy Started a Scratch Agency with His Kids 08:20 – The Four Types of Insurance Customers 15:10 – Six Best Prospect Sources for New Agencies 21:45 – Building a Consistent Marketing System 29:00 – Why Most Scratch Agents Feel Overwhelmed 35:15 – Email Templates, Processes & Communication Systems 42:30 – Choosing the Right Technology Stack 50:05 – Virtual Assistants vs. Learning the Business Yourself 57:20 – Building a Family Legacy Through Insurance 1:03:45 – Final Advice for Every Scratch Agent 💼 Sponsored by HawkSoft https://www.hawksoft.com A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support. 🔗 Links & Resources: 📲 Join Our Telegram Community: https://t.me/+cISob2kA3pAyMmY5 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com

Hiring Smarter & Building a Scalable Agency with Kelly Donahue-Piro

In Episode 171 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald welcome Kelly Donahue-Piro, Founder and President of Agency Performance Partners (APP), for a conversation every scratch agent needs to hear. Whether you're preparing to make your first hire or trying to build an agency that can scale beyond you, Kelly shares practical advice on hiring, training, delegation, systems, and agency operations. From avoiding common hiring mistakes to creating repeatable processes that increase profitability, this episode is packed with actionable insights for agency owners who want to build a business—not just a book of business. 🔍 If you're wondering when to hire, who to hire first, or how to create an agency that grows without becoming dependent on you, this episode is a must-listen. 🕒 Timestamps: 00:00 – Introduction & Meet Kelly Donahue-Piro 03:10 – Why Agency Owners Need to Think Like Business Owners 07:20 – Making Your First Hire: Common Mistakes & Lessons Learned 11:30 – Virtual Assistants vs. In-House Team Members 15:10 – Building Systems Before You Need Them 20:45 – Optimizing Every New Client from Day One 24:15 – Setting Client Expectations & Protecting Your Time 28:00 – Creating an Agency That's Built to Scale 31:20 – Agency Performance Partners & Available Resources 33:45 – Final Thoughts & Closing 💼 Sponsored by HawkSoft https://www.hawksoft.com A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support. 🔗 Links & Resources: 📲 Join Our Telegram Community: https://t.me/+cISob2kA3pAyMmY5 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com One of the biggest takeaways from this episode is that successful agencies aren't built by simply writing more business—they're built by creating strong systems, hiring intentionally, training consistently, and making decisions that allow the agency to grow beyond its owner. Kelly shares practical strategies that can save scratch agents years of trial and error while helping them build a more scalable and valuable business.

Automate, Delegate & Eliminate | Building a More Efficient Agency

🎙️ Podcast Episode 170 – Automate, Delegate & Eliminate | Building a More Efficient Agency In Episode 170 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald dive into one of the most important—but often overlooked—topics for agency owners: continuously improving your business through automation, delegation, and elimination. Rather than interviewing a guest, Stephen and Shawn have a candid conversation about the systems they've built inside their own agencies, the lessons they've learned from scaling, and why optimizing your workflow isn't a one-time exercise—it's something every agency owner should revisit regularly. From conducting time and energy audits to identifying repetitive tasks that can be delegated or automated, this episode provides practical advice for scratch agents who feel overwhelmed, stretched too thin, or ready to level up their operations. 🔍 If you're spending too much time working in your agency instead of growing it, this episode will help you identify where to reclaim your time and build more scalable systems. 🕒 Timestamps: 00:00 – Introduction 01:15 – Why Solo Episodes Are Sparking Better Conversations 02:00 – The Automate, Delegate & Eliminate Framework 05:10 – Identifying Bottlenecks Inside Your Agency 07:00 – The Time & Energy Audit Explained 09:30 – Delegating Personal Lines vs. Commercial Lines Workflows 12:15 – Building Better Processes One Step at a Time 15:00 – Lessons Learned from Commercial Renewals & SOPs 17:30 – Why Every Team Question Should Become a Process 19:30 – Final Thoughts & Agency Community Updates 💼 Sponsored by HawkSoft A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support. 🌐 https://www.hawksoft.com 🔗 Links & Resources: 📲 Join Our Telegram Community: https://t.me/+cISob2kA3pAyMmY5 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com One of the biggest takeaways from this conversation is that growth isn't just about selling more policies—it's about intentionally designing your agency so you can focus on the highest-value work. By regularly auditing your time, documenting processes, and empowering your team, you'll create a business that scales more efficiently while reducing overwhelm along the way.

Modern Insurance Intake & Faster Quotes with Tolga Tezel | Canopy Connect

In Episode 169 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald sit down with Tolga Tezel, Founder and CEO of Canopy Connect, to discuss how modern technology is transforming the insurance quoting process. Tolga shares the story behind Canopy Connect, how a conversation with an independent agent inspired the platform, and why eliminating manual data collection helps agencies close more business while creating a better customer experience. The discussion covers everything from secure insurance data sharing and workflow automation to integrations, commercial capabilities, and the future of insurance intake technology. Whether you're already using Canopy Connect or simply looking for ways to make your agency more efficient, this episode offers practical insights into reducing administrative work so you can spend more time advising clients and writing business. 🔍 If you're looking to streamline your quoting process, improve client experience, and leverage technology to grow your agency, this episode is packed with actionable takeaways. 🕒 Timestamps: 00:00 – Introduction & Meet Tolga Tezel 02:00 – The Story Behind Canopy Connect 06:45 – Security, Privacy & Consumer Data Protection 10:05 – How Canopy Connect Works Behind the Scenes 14:00 – Why Every Quote Should Start with Accurate Insurance Data 16:15 – Underused Features Agents Should Be Using 20:45 – Integrations, Automation & Saving Time 24:45 – Data Enrichment & Smarter Prospect Intake 28:05 – Commercial Insurance Capabilities 31:45 – Upcoming Features & The Future of Canopy Connect 34:40 – Final Thoughts & Where to Learn More 💼 Sponsored by HawkSoft A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support. 🌐 https://www.hawksoft.com 🔗 Links & Resources: 📲 Join Our Telegram Community: https://t.me/+cISob2kA3pAyMmY5 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com One of the biggest themes throughout this conversation is that the future of independent agencies isn't about replacing relationships with technology—it's about using technology to eliminate repetitive work so agents can spend more time building trust, educating clients, and closing more business. Canopy Connect is one example of how better workflows can create a better experience for both agencies and their customers.

Commercial Prospecting That Actually Works with Charles Specht

In Episode 168 of the Scratch Agency Podcast, Stephen Turnbull and Shawn Fitzgerald welcome back Charles Specht for Part 2 of their conversation on one of the biggest challenges facing scratch agents: consistently generating quality commercial opportunities. Charles shares practical strategies for building a sustainable commercial prospecting system, from identifying the right outreach methods for your personality and niche to creating referral partnerships that generate long-term business. The conversation also dives into producer accountability, meaningful KPIs, and how agency owners can build sales systems that scale instead of relying on motivation alone. Whether you're hiring your first producer or looking to improve your own prospecting process, this episode is packed with actionable advice you can begin implementing immediately. 🔍 If you're serious about growing your commercial book of business, improving producer performance, and building predictable referral pipelines, this episode is one you won't want to miss. 🕒 Timestamps: 00:00 – Introduction & Welcome Back, Charles Specht 02:10 – The Best Ways to Prospect Commercial Accounts 05:15 – Why One Prospecting Method Doesn't Fit Everyone 08:40 – Building Consistency Through Multiple Prospecting Channels 11:00 – Creating Referral Partners Instead of Chasing Referrals 15:10 – How to Approach Centers of Influence the Right Way 18:00 – Producer KPIs That Actually Matter 22:00 – Holding Producers Accountable Without Micromanaging 25:30 – Training New Producers for Long-Term Success 29:00 – Building Referral Networks That Scale 32:00 – Final Advice for Growing Commercial Insurance Agencies 💼 Sponsored by HawkSoft A family-owned agency management system built to serve independent agencies with flexibility, transparency, and human-centered support. 🌐 Learn More: https://www.hawksoft.com 🔗 Links & Resources: 📍 Scratch Agency NYC Mastermind July 31, 2026 | New York City https://scratchagencynyc.com 👥 Join the Scratch Agency Podcast Private Facebook Community 📸 Follow us on Instagram: https://www.instagram.com/thescratchagencypodcast 🎧 Listen on Spotify: https://open.spotify.com/show/7hutxCZ5NUPqF5hRdC79Hl 🌐 Visit Our Website: https://scratchagencypodcast.com One of the biggest lessons from this conversation is that successful commercial prospecting isn't about finding the "perfect" strategy—it's about finding the prospecting methods that match your personality, your niche, and your market, then executing them with consistency. As Charles explains, systems, relationships, and accountability will always outperform sporadic bursts of motivation.