Erik Russell founded Russell Insurance Services, a Farmers Insurance based financial services agency, and is consistently in the top 20 commercial producers across the nation. Earlier this year I worked with Erik and his team on The Practice of Listening, and recently we sat down so he could share key insights into how critical the act of listening is to his business and how Listening Intelligence has transformed his organization. In the interview, Erik notes how both consumer and commercial insurance is such a high-touch client-service-based business. He estimates that 90% of the time that his team is interacting with a client it is because the client is having an issue with their world; an issue related to their home, their assets, or their business. Erik notes, “For the client, it can be high stress and high emotion. To them and for them, we are problem solvers.”
I interviewed Erik Russel at a coffee shop here in Denver, CO, and then we took a walk to learn more about his journey building his business, crafting a powerhouse team, and constantly evolving an intentional process for growth and service as he scales his agency. The coffee shop interview is below and the longer story we captured in the accompanying video. Take a read, and have a listen!