Kelly has spent her career helping independent insurance agencies transform their operations, improve retention, and elevate team performance. Known for her practical, no-nonsense approach, she brings clarity to what many agency owners overlook: success isn’t about chasing shiny objects, it’s about mastering the fundamentals that drive results.
Key points from Kelly’s insights include:
🔹 Retention is the #1 ranking factor for agency success.
New business may grab attention, but keeping your clients is what keeps your agency profitable and growing. Kelly emphasizes proactive renewal reviews, cross-selling strategies, and making sure top accounts receive consistent, high-level attention. Retention is not just about maintaining revenue — it’s the foundation for long-term growth, stability, and agency valuation.
🔹 Employee retention and culture matter just as much as client retention.
Agencies across the country are dealing with service teams overwhelmed by billing issues, technology glitches, underwriting delays, non-renewals, and carrier staffing changes. On top of that, they’re fielding constant calls from clients frustrated about rising rates. Kelly warns that without the right tools, leadership, and culture, great employees risk becoming what she calls “crispy” — burned out and ready to leave. A supportive, clear, and accountable culture is essential to retaining your best people.
🔹 The hard market is testing everyone.
From stricter inspections and drone-based roof reviews to sudden non-renewals and canceled policies, the market has never been more unforgiving. Kelly explains why agencies must prepare clients for the realities of higher premiums and limited options — not by avoiding tough conversations, but by leaning into them. Transparency builds trust, and agencies that educate clients clearly will come out ahead.
🔹 Clarity is kindness.
Kelly shares one of her core philosophies: the kindest thing leaders can give their teams is clarity. Employees want to know what they’re doing well, where they can improve, and what’s expected of them. Clear direction, consistent feedback, and accountability systems not only improve performance but also strengthen culture and trust. As she puts it, “If you had spinach in your teeth, wouldn’t you want someone to tell you?”
🔹 Agencies need to adapt their ranking priorities.
In a market where underwriting has tightened and growth feels harder, agencies must rethink what really determines success. Kelly highlights that agencies ranking at the top aren’t just the biggest — they’re the ones doubling down on client communication, retention systems, employee support, and efficient processes. These are the real “insurance ranking” factors that separate thriving agencies from struggling ones.
About Kelly Donahue-Piro & Agency Performance Partners:
Kelly is a nationally recognized insurance consultant, speaker, and trainer. As the founder of Agency Performance Partners, she helps agencies improve client retention, sales processes, culture, and leadership. APP’s mission is to help agencies become “ridiculously amazing” — through consulting, online training, workshops, and thousands of free resources designed to make agencies better every day.
For more insights, resources, and tools from Kelly Donahue-Piro and Agency Performance Partners, visit: https://www.agencyperformancepartners.com
00:00 – 02:36 | Welcome to Bricks and Risk
02:37 – 05:29 | Meet Kelly Donahue-Piro & Agency Performance Partners
05:30 – 08:59 | Facing the Hard Market Head-On
09:00 – 12:44 | Retention as the #1 Success Factor
12:45 – 14:11 | Burnout & the “Crispy” Employee Problem
14:12 – 15:29 | Efficiency, Processes, and Firing the Bottom 10%
15:30 – 19:57 | How Homeowners’ Psychology Has Shifted
19:58 – 25:59 | Underwriting Crackdowns & Mini Grenades
26:00 – 29:27 | Carrier Staffing Changes & Technology Challenges
29:28 – 30:14 | Post-COVID Culture Shock & Dress Code Drama
30:15 – 36:46 | Kelly’s Habits & Agency Resistance to Change
36:47 – 42:20 | Legacy Staff & The “Bev” Challenge
42:21 – 43:02 | The Hiring Crisis in Insurance
43:03 – 44:50 | Kelly’s Favorite Agency Success Stories
44:51 – 49:06 | Renewal Review Calls as a Game-Changer
49:07 – 51:38 | Clarity Is Kind: The Spinach Analogy
51:39 – 52:42 | Closing Thoughts & Resources from APP