Are you making sure the people that want to talk to you can do it without thinking twice about it? The easier it is for people to talk to you and you talk to them, the better you'll be. If every interaction is a struggle of epic proportions for you and them you'll have wasted a lot of everyone's time. Having the proper systems and segmentation in place is vital to making sure that doesn't happen in your agency. That's what I talk to Ryan Anderson, or Columbia Insurance, about as he tries to make sense of his. P.S. There are a lot of people in the private Agency Nation University Facebook group that can help make your communication easier.