We were lucky to catch up with Natalie Taylor recently and have shared our conversation below.

Hi Natalie, thanks for joining us today. How did you scale up? What were the strategies, tactics, meaningful moments, twists/turns, obstacles, mistakes along the way? The world needs to hear more realistic, actionable stories about this critical part of the business building journey. Tell us your scaling up story – bring us along so we can understand what it was like making the decisions you had, implementing the strategies/tactics etc.

I started in this industry in the fall of 2020. The world was shifting, and we had no idea that the changes would be the new normal for the next few years. Our agency had seen success by offering great customer service and product options that fit multiple families and their needs. However, we needed to make a big shift to stay relevant in the new area of remote work and digital communication.

I recognized that it was harder to get people on the phone. But I needed a platform to offer a product explanation. We believe insurance is personal, so we need to be able to share the personalized service with our clients. We took a shift from meetings and phone calls and instead provided personalized videos for each quote. We used an online platform that allowed us to share our screen and go through each quote line by line, offering our clients a detailed explanation of their policies. We immediately saw our closing rates grow. Our clients were listening to these videos and making informed decisions. Also, when they had a deep understanding of their policies they felt more comfortable adding more comprehensive endorsements. I took this momentum and continued to push our agency into a more digital venue.

We streamlined every process using only digital components, making it easier for our clients to work with us. We updated our website, used digital forms, encouraged carrier app enrollment, and pushed telematics programs. These shifts showed that our agency was willing and capable of staying relevant in the digital space.

These shifts proved to be the right move. Now, as we navigate one of the hardest markets the insurance industry has seen in years, we have proven that we are always adapting to the changing world. We are here long term and willing to do what it takes to provide our customers with an exceptional experience.

Natalie, love having you share your insights with us. Before we ask you more questions, maybe you can take a moment to introduce yourself to our readers who might have missed our earlier conversations?

Let’s move on to buying businesses – can you talk to us about your experience with business acquisitions?

After working in my agency for three years, I purchased the business on January 1, 2024. It has been an incredibly rewarding, eye-opening, hard, fulfilling, and exciting experience. I’ve had to work with every carrier to provide the documentation needed for the business. Also, I’ve relied heavily on my CPA and business coach to walk me through the seen and unseen steps of the process. I have delt with issues I didn’t expect and learned a lot about owning a business in the process.

Are there any books, videos or other content that you feel have meaningfully impacted your thinking?

Business Coaching! Joining a high-level mastermind and receiving business coaching is the best investment I have made in my business. Sitting in a room of influential business women changes everything. Learning from others and listening to their ideas has pushed me further than any degree I could earn.

Contact Info:

• Website: www.trinity-insurance-group.com
• Instagram: @trinityinsurancegroup
• Facebook: facebook.com/trinityig

Image Credits
Sonja Marie Photography