An agency is only as good as the people at the desk. Every time an agent leaves, customers lose a familiar face and the team loses months of training. Here's what I've learned about building teams that stay.
Hire for attitude, train for skill
Insurance can be taught. Patience, curiosity, and genuinely caring about customers are much harder to teach. I look for people who light up when they help someone, and in Texas, bilingual candidates are a big advantage.
Make licensing part of the plan
New agents need a Texas license to sell. Support them through it: study time, clear expectations, and celebration when they pass. It's their first win with you.
Structure the first 90 days
- Weeks 1–2: Products, systems, and shadowing experienced agents.
- Weeks 3–6: Handling simple transactions with a mentor nearby.
- Weeks 7–12: Full conversations, with regular feedback and role-play on tough calls.
Coach every week
Short, regular coaching beats a long annual review. Listen to a call together, look at a few numbers, and pick one thing to improve this week.
Show a path forward
People stay where they can grow. Show agents how they can become a senior agent, an office manager, or a trainer. Many of the best leaders I've worked with started at the front desk.
Work closely with HR
Good staffing plans, fast hiring when someone leaves, and fair, consistent policies keep offices from falling behind.
More on leading teams in Leading multi-location teams.