Stop Being the Hero: Build an Agency That Runs Without You

🔗WATCH FULL WEBINAR HERE

Most agency owners start out as the hero—the go-to person for every decision, every client, and every fire that needs putting out. But over time, this heroic approach becomes your biggest bottleneck. In this webinar, I share a step-by-step framework to help agency owners escape burnout and start building operations that run smoothly without them. Read the Webinar article below:

Why Owners Burn Out (and What to Do About It)

Michael opened with a hard truth. Most agency owners eventually sell their businesses for one of two reasons: they run out of money or they run out of energy. Burnout is real, especially in a hard market where carrier relationships are strained, appointments are being canceled, and service workloads are skyrocketing.

The core reason? Everything lives in your head or in the heads of a few key employees. Without clear documentation, nothing is scalable, trainable, or replaceable.

The 5-Part Framework for Sustainable Growth

Michael introduced a practical framework he uses at his own agency, Foresight Insurance. He broke the business into five core operational areas:

Sales – Anything related to new business.
Service – Everything that happens after a client is onboarded.
Carriers – Communication, underwriting, and appointment guidelines.
Agency Operations – Phone systems, HR, tech, internal processes.
Training & Development – Continuing education and skills programs. Each area is mapped with tasks, roles, SOPs (standard operating procedures), and training tools.

Step-by-Step: From Chaos to Clarity

Michael walked attendees through his real-world workflow:

Step 1: Brain Dump – List every task the agency handles (COIs, quotes, cancellations, policy changes, etc.).
Step 2: Map Roles to Tasks – Decide which department or role owns each task—not by name, but by position (licensed, unlicensed, back office).
Step 3: Maximize Payroll Efficiency – Route tasks based on skill requirement and payroll cost. If it doesn’t require a license, it shouldn’t land on a licensed desk.
Step 4: Build SOPs – Start with simple documentation (text, screenshots, Loom videos). Don’t overcomplicate it. Use the 10/80/10 method: owner does 10%, team builds 80%, owner approves final 10%.
Step 5: Train Through an LMS – Upload SOPs into a learning management system. Quiz employees. Track completion and comprehension.

VE Integration and Delegation

Michael emphasized how valuable Virtual Employees (VEs) are to this system. Not just for service tasks but for building the structure itself. From creating SOPs to updating documentation and organizing internal systems, your VE can become a crucial integrator. “You don’t have to do it all yourself, just record your screen and let your VE build the process around it.”

Why This Matters

Michael’s core message: You’re not just building SOPs to make things easier today—you’re creating a business that’s resilient for the long term. New hires get up to speed faster You reduce training gaps and rework Client experience becomes more consistent Your team becomes more confident and independent

Key Takeaways

You are the engine. Protect your energy. – A business built around your constant input isn’t sustainable.
Start with a brain dump. Don’t organize first, just get it all out, then sort.
Route tasks by skill, not habit. Just because someone’s always done it doesn’t mean they should.
Build processes around cost and client experience. Efficiency and service aren’t mutually exclusive.
Let your VE help build the machine. You don’t need to document everything alone.
Train in a consistent, trackable way. Use an LMS to deliver and measure your SOPs.

Ready to Stop Being the Hero?

If you’re still carrying your agency on your back, it’s time to build a structure that doesn’t require your daily presence. Whether you’ve already hired a VE or you’re just getting started documenting processes, Virtual Intelligence can help.

What’s Next?

You don’t need to overhaul your agency overnight. Just get started, one task, one SOP at a time. Start small. Be consistent. And most importantly, stop trying to do it all alone.

🔗Stop Being the Hero: Build an Agency That Runs Without You – Virtual Intelligence