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“Your job as an interviewer isn’t to lead—it’s to follow.”

That quote from Steven Bartlett hit me like a policy renewal notice with a surprise rate increase. Except in a good way.

Bartlett—host of the wildly successful podcast Diary of a CEO—was sharing the stage with Jimmy Fallon, recounting how he built a billion-stream podcast by obsessing over the tiniest details: the smell of the room, the music playing when the guest walked in, even CO₂ levels (yes, really).

And as I watched this conversation unfold, all I could think was:

This is exactly what great insurance agencies do.

Let me explain.

The Power of the Little Things

Steven’s team prepared a custom book of photos and quotes for Jimmy while the interview was happening. By the time Jimmy got to his car, he was in tears. That’s the kind of detail that makes an experience unforgettable.

Now think about your agency.

• Do your clients feel that level of intentionality?
• Are you doing the small things that make people go, “Wow, they actually thought about me”?

You don’t need to hand every client a photo album (though that would be memorable). But you can send a handwritten thank-you note. Or remember their dog’s name. Or give them a call on their birthday—not to sell something, but just to connect.

These aren’t gimmicks. They’re signals.

Signal vs. Noise: What Are You Communicating?

Steven talks about “signal vs. noise”—the idea that most of us are bombarded with distractions, but a meaningful signal breaks through.

In the insurance world, noise sounds like this:

• “We quote multiple carriers.”
  
• “Great customer service.”
  
• “We’ve been in business since 1987.”

That’s all fine—but it’s noise unless you back it up with action and personality.

A signal is:

• “I remembered you were closing on your house today—congrats again.”
  
• “Here’s a coverage comparison you didn’t ask for—but I thought you’d appreciate knowing.”
  
• “We noticed you had no cyber protection, and in your line of work, that could be devastating. Let’s fix it.”

It’s specific. It’s helpful. It’s human. It’s unforgettable.

The Peak-End Rule: Start and End Well

Bartlett also mentioned something called the Peak-End Rule—a psychological principle that says people remember the peak of an experience and the end more than anything else.

Insurance takeaway?

• Make your first interaction smooth, warm, and memorable. (First quote, first policy, first welcome gift.)
  
• Make your renewal process feel like a celebration, not a chore. (Renewal call, review, thank-you gift.)

Even if something went wrong in the middle, ending strong can redeem the whole experience. Most agencies focus on the sale. The best ones focus on the relationship.

When You Don’t Know the Client… Listen Anyway

One of the funniest stories Steven told was when he accidentally prepped for the wrong guest and had to wing an entire 3-hour interview. His first question?

“For anyone watching at home, if they don’t know who you are or what you do, can you tell them?”

It turned out to be one of the most downloaded episodes of all time.

The lesson?

You don’t always need the perfect script. You just need to listen.

Insurance agents often feel pressure to have the answers, the pitch, the talking points. But often, the most powerful thing you can do is ask a question—and really listen.

That’s where trust is born.

From the Kitchen to a Billion Downloads

Steven started his podcast in 2017… under his kitchen stairs… with a sock over his microphone.

Sound familiar?

That’s how a lot of agencies start. Small team. DIY branding. Scrappy marketing. But with enough care, consistency, and obsession over the details, small beginnings can lead to massive impact.

What You Can Do This Week

Inspired yet? Here’s your action list:

      Pick one tiny detail to improve. Welcome email, quote follow-up, voicemail greeting—anything.

      Make one client feel seen. Mention something personal. Send a surprise. Be specific.

      Ask one better question. And really listen.

      End one experience with intention. Send a thank-you after binding a policy. Do a “1-year with us” check-in.

You don’t need to overhaul everything. Just start sweating one small thing.

Because that’s how you build the kind of agency people remember—and talk about.

Encouragement for the Journey

“Whoever can be trusted with very little can also be trusted with much.” — Luke 16:10

Big growth doesn’t start with big gestures. It starts with quiet faithfulness in the little things.

Just like a podcast recorded under a kitchen stairwell can reach one billion people…

Your agency—right where you are—can become a beacon in your community, one small, meaningful moment at a time.