The day I stopped trusting personal inboxes

When we launched the agency, we worked like everyone else. 

• CSRs sent welcome emails from their own inboxes. 

• If a client emailed the agent, the email got forwarded to the CSR. 

• The CSR handled it and replied from their inbox. 

It felt personal. Some agencies even assign every client to a single CSR. On the surface, it looks like good service. 

Then came my wake-up call. 

One of our CSRs started falling behind. I worked with her to catch up, but eventually she gave her notice. She left on good terms, even helped with the transition. 

When I logged into her inbox, I found unread client emails with policy change requests dating back months. 

My stomach dropped. 

That’s an owner’s nightmare: E&O exposure, angry clients, maybe even insurability issues down the road. 

We were lucky. Nothing catastrophic happened, but luck is not a system. 

And I realized something bigger: This was about accountability, scalability, and whether our agency could survive if any key person left. 

That day, we decided to move to a shared inbox. 

👉 Next week I’ll share what happened when we launched info@foresighti.com, and how it worked… and didn’t.