MANAGING TURNOVER: LET CORE VALUES DO THE FILTERING
One of the biggest fears agency owners have when introducing core values is alienating current employees. But let’ s flip the script: if someone doesn’ t align with your values, do you really want them on your team?
At Heritage, the introduction of core values quickly weeded out misaligned employees. Within weeks, three team members self-selected out of the agency— not because of conflict, but because they didn’ t resonate with the new direction.
And that was a good thing.
A value-driven culture naturally attracts the right people and repels the wrong ones. Turnover tied to values alignment isn’ t a failure— it’ s a refinement. Don’ t fear it. Embrace it.
PERFORMANCE MANAGEMENT IN A REMOTE ENVIRONMENT
One of the biggest challenges for remote insurance agency leaders is maintaining accountability and coaching performance from a distance. But the Heritage model proves it’ s absolutely possible— if your values lead the conversation.
Rather than relying solely on metrics or gut feelings, use core values as the baseline for every coaching discussion.
Listen to recorded calls. Give feedback tied directly to values like“ Compete” or“ Own It.” Praise what’ s working and coach what isn’ t— always through the lens of your agency’ s values.
And most importantly, hire people who are hungry for feedback. One of the Heritage team members was highlighted for loving criticism— not because she was failing, but because she wanted to be better. That mindset creates a ripple effect across the entire team.
THE ROLE OF PEER RECOGNITION IN REMOTE CULTURE
If you want to build culture in a remote insurance agency, you have to be intentional— and one of the best tools in your arsenal is peer recognition.
People love being acknowledged by their peers. It’ s authentic. It’ s affirming. And it reinforces the right behaviors.
At Heritage, team members are invited to call out colleagues who embody specific core values during weekly meetings. A simple shout-out and a $ 25 gift card go a long way in building morale. But the real win is the culture it creates: a place where everyone’ s watching for excellence, and celebrating it.
David also shared how Target used“ Great Team Cards” to create this kind of culture— recognizing both values and performance in front of peers. Think about what your version of the Great Team Card could be.
CORE VALUES AS A LEADERSHIP COMPASS
Let’ s not forget— core values aren’ t just for team members. They’ re also a leadership accountability tool.
Great leaders don’ t just preach values— they live them. And that means being open to feedback when you fall short. At Heritage, even the agency partners hold each other accountable. If someone’ s decisions or words don’ t align with a core value, the others speak up.
And that’ s the magic of clarity.
When your team knows the playbook, they’ re empowered to speak up— upward, sideways, and
16 KANSAS INSURANCE AGENT & BROKER