From the Darkhorse's Mouth

In Episode 12 of From The Darkhorse's Mouth, titled "All Aboard," Dan and Carly Garzella are joined by Steven Harris, Franchise Owner at Journey Payroll & HR.If you’re looking to turn great hires into long-term performers, this episode breaks down why onboarding is one of the most critical (and most underestimated) parts of the employee journey - and how to get it right. The conversation starts with the numbers behind onboarding: how those first days and weeks impact retention, early productivity, and overall satisfaction, and what a strong first week, month, and quarter should actually look like.We then dive into what effective onboarding includes in practice - preboarding, a clear first-day plan, culture and values immersion, role clarity, mentors, and smooth access to tools and systems - along with the biggest pitfalls that derail new hires, like overwhelm, vague expectations, isolation in remote settings, and disorganized training. The discussion also brings in real-world examples of what “good” onboarding looks like, plus the metrics that matter most: time to productivity, 3/6/12-month retention, new-hire satisfaction, error rates, and ramp time.Finally, we look at how technology and structure can transform onboarding from a one-time event into a repeatable, scalable system: using digital checklists, LMS content, peer mentors, and feedback loops to keep every new hire on track. We wrap with a simple, practical checklist leaders can implement right away to continuously improve their onboarding experience.Whether you’re hiring your first employee or refining a mature process, this episode offers a clear, actionable blueprint for onboarding that builds confidence faster, embeds culture earlier, and sets your team up for long-term success.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 11 of From The Darkhorse's Mouth, titled "Ask Me Anything," Dan and Carly Garzella switch things up and answer a series of questions from the audience.If you’re weighing the leap to independence, this special Q&A episode breaks down the real questions agents are asking—and the honest answers that matter most. The conversation starts with year-one realities: the toughest marketing challenges when opening an independent agency, what actually moved the needle, and the moment that flipped the switch from captive to independent.We then dive into momentum building—what to do every week in the first 90 days to generate pipeline fast, avoid wheel-spinning, and turn activity into appointments and revenue. The discussion also unpacks renewals and splits at Darkhorse, how ownership works, and how compensation evolves as your book and responsibilities grow.Finally, we tackle the strategic pitfalls and long view: the biggest mistake agents still make when going independent (and how to dodge it), plus a clear picture of what your business and life can look like five years from now if you execute with focus and consistency.Whether you’re on the fence about breaking away or already building your shop, this episode offers a practical, unfiltered roadmap—what to expect, what to prioritize, and how to stack wins that compound over time.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 10 of From The Darkhorse's Mouth, titled "You're Fired!," Dan and Carly Garzella are joined by Carey Martin with Custom Hiring Solutions, to dive into the world of recruiting and staffing.If you’re looking to build a stronger team, this episode breaks down why staffing is one of the most critical functions in business, and how to get it right. The conversation starts with today’s staffing challenges, from tight labor markets and shifting candidate expectations to the importance of employer branding, culture fit, and retention.We then dive into the hidden costs of bad hires - financial strain, cultural disruption, and morale issues - and why taking shortcuts in the hiring process often leads to bigger problems later. The discussion highlights best practices for recruitment, clear job descriptions, structured onboarding, and long-term career development, along with how external recruiting partners can add value when internal resources aren’t enough.Finally, we tackle the other side of staffing: letting go. From managing performance issues fairly to maintaining team culture when someone leaves, we explore how leaders can balance hiring and firing with ethics, transparency, and growth in mind.Whether you’re building your first team or refining a seasoned organization, this episode offers a clear, practical look at what “staffing at its finest” really means - and how to create processes that strengthen culture, reduce turnover, and set your business up for lasting success.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 9 of From The Darkhorse's Mouth, titled "Meet Sara," Dan and Carly Garzella are joined by Matt Godek with Client Connect, to dive into what's possible with AI assistants.If you're looking to transform client communications, this episode breaks down how AI is reshaping the insurance industry - and what it means for the future of agency growth. The conversation starts with the story behind Client Connect and their mission to help agencies shift from constant reactive firefighting to proactive, scalable service.We then dive into Sara, an AI-powered phone assistant built specifically for insurance. Designed to “talk like you, work like you,” Sara manages both sales and service tasks - from outbound lead qualification, cross-sell outreach, and renewal scheduling to inbound support like call routing, client inquiries, and 24/7 emergency coverage. Real-world results show dramatic improvements in client satisfaction, retention, and lead conversion - while giving agency teams back their time.Finally, we look at the business model and ROI - how tiered packages make AI tools accessible, the cost savings agencies are experiencing, and the broader role of AI as the industry moves toward digital-first operations.Whether you’re focused on reducing missed calls, improving client satisfaction, or unlocking new growth opportunities, this episode offers a forward-looking guide to how AI can help agencies ring in the results.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 8 of From The Darkhorse's Mouth, titled "The Assistant," Dan and Carly Garzella are joined by Jessica Loomis with Insurassist, to dive into what's possible with virtual assistants.From back-office strategy to full operational integration, this episode breaks down how virtual assistants are reshaping the insurance industry - and what it takes to build a more efficient, scalable agency without sacrificing service quality. The conversation starts with the story behind Insurassist and the growing need for smarter delegation in a high-volume, service-driven environment.We then explore how virtual assistants can take on essential support roles, including policy administration, claims coordination, customer service, billing, and document management. With the right structure, these roles not only streamline day-to-day operations but also open the door for growth without the overhead of additional in-house staff.The episode also dives into how VAs can support sales and marketing functions, helping manage leads, support outreach, and assist in campaign execution - giving producers more time to focus on building relationships and closing business.Finally, we cover how to successfully integrate virtual assistants into existing teams, from hiring and vetting to training and performance tracking. You'll learn how to create clear communication channels, embed offshore support into your workflow, and measure ROI through task efficiency and cost savings.Whether you're looking to reduce costs, increase operational capacity, or simply free up your team to focus on what matters most, this episode offers a tactical blueprint for scaling smarter with virtual support.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 6 of From The Darkhorse's Mouth, titled "The Matrix," Dan and Carly Garzella are joined by Travis Schenck, Marketing Strategist at My Biz Niche, for a deep dive into what it really takes to build a high-performing digital marketing strategy in today’s fast-moving landscape.Travis shares his approach to brand strategy - starting with business analysis, developing clear marketing plans, and crafting go-to-market strategies that actually move the needle. Together, they explore how strong creative foundations like brand identity, messaging, and website design directly impact visibility and conversion.The episode also breaks down key visibility channels, including organic and paid social media, SEO, PPC, marketing automation, and even traditional media. Travis explains how to align platforms and campaigns with specific goals, and how to prioritize based on budget, audience, and ROI potential.Looking ahead, the conversation highlights the importance of data, KPI tracking, and performance analysis to ensure your marketing efforts aren’t just creative - but measurable.Whether you're building a brand from scratch or trying to get more from your existing marketing, this episode is packed with actionable insights to help you plan smarter, execute better, and scale with confidence.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 7 of From The Darkhorse's Mouth, titled "Duck, Duck, Goose," Dan and Carly Garzella are joined by Kristen Geer, Director of Operations at BNI Arizona, for a powerful conversation on why networking still matters - and how to make it work - in today’s digital-first world.Kristen shares her personal journey in the world of structured networking and offers a behind-the-scenes look at how BNI has become a global force for referral-based business growth. Together, they unpack the real value of relationship-building in an industry increasingly dominated by automation and cold outreach.The episode dives into the Know-Like-Trust cycle, the Givers Gain® philosophy, and how structured networking systems like BNI drive better results than informal connections alone. Kristen also shares practical tips for insurance pros: how to network without sounding like a pitch, how to build cross-industry referral partnerships, and how to turn conversations into real pipeline equity.Looking beyond the individual, the conversation expands to how small businesses can scale through networks - building credibility, creating team-based momentum, and leveraging leadership within local chapters to drive exponential growth.Whether you're new to networking or trying to make better use of your connections, this episode delivers fresh, actionable insights to help you stand out, follow up, and grow through authentic relationships.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 5 of From The Darkhorse's Mouth, titled "Build a Bear," Dan and Carly Garzella are joined by Cody Houk, Co-Founder of Primerisk, for a tactical deep dive into one of the most critical components of a successful independent agency: the tech stack.Cody shares how he approached building out Primerisk’s platform from the ground up, including the evaluation process for choosing the right foundational tools like an Agency Management System (AMS), CRM, comparative raters, and more. He explains how to separate the “nice to haves” from the true game changers - and how to budget for technology in a way that drives growth without crushing your bottom line.The conversation also covers the often-overlooked realities of technology adoption and team training, highlighting why even the best software fails without proper implementation. Plus, the episode looks ahead at future tech trends, including the role of artificial intelligence in transforming insurance operations through automation, decision-making, and predictive analytics.Whether you’re starting your agency from scratch or refining your current systems, this episode gives you a roadmap to build a smarter, scalable tech stack that sets you up for long-term success.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 4 of From The Darkhorse's Mouth, titled "Houston, We Have a Problem," Dan and Carly Garzella are joined by Gene Knippers, Regional Director at Ironpeak Insurance, for a high-level conversation about navigating carrier access and making smart moves in today’s complex insurance market. Gene introduces Ironpeak Insurance and its role as a true aggregator, breaking down what sets them apart and how they help independent agents grow with confidence. The discussion dives into the different types of carriers—tech-based and legacy-based—and the pros and cons of each. Gene also explains the common ways agents can access carriers, from direct appointments to aggregator relationships, and weighs in on whether having more carrier options is always better. With decades of experience in the field, he shares practical insights into choosing the right partnerships based on your target market and agency goals. Looking through a geographic lens, Gene explores the most preferable and most challenging states for independent agents to operate in, offering real-world examples of how regulation, risk appetite, and market conditions vary across the country. The conversation also takes a step back to reflect on the "Glory Days" of insurance and how the market has evolved—before casting a forward-looking vision for a "Return to Glory" in the modern independent space. Whether you’re a new agent trying to understand carrier access or a seasoned pro looking to adapt to the shifting landscape, this episode offers valuable clarity on building a solid foundation for growth in today’s insurance industry.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 3 of From The Darkhorse's Mouth, titled "Banking On It," Dan and Carly Garzella are joined by Chuck Kelly, owner of Lumenasa Insurance, to break down the numbers and strategies that drive success in the independent insurance world. Chuck shares his expertise on understanding key business metrics, making data-driven decisions, and balancing revenue forecasts with expenses to build a thriving agency.The conversation dives into The Power of 10—a formula for tracking success rates and determining how often agents need to take action to achieve their goals. Dan and Chuck also shed light on the common mistake of prioritizing an impressive office space over revenue-generating activities, explaining why a lean and functional approach is the smarter choice when starting out.Beyond finances, Chuck emphasizes the importance of resourcefulness, especially when operating with limited capital. From training employees efficiently to maintaining strict expense tracking, he shares practical ways to stay lean and avoid financial pitfalls. The discussion also covers the reality check that things often take twice as long and work half as well as expected, reinforcing the need for strong goal-setting and perseverance.Finally, the episode tackles the role of loans and credit cards in growing an independent agency. Since insurance is a residual-based business, cash flow can be a challenge in the early years. This includes insight into when and how to responsibly leverage financial tools to bridge the gap while waiting for long-term revenue to build.Whether you’re just stepping into the independent space or looking to refine your business approach, this episode is packed with actionable advice to help you set yourself up for long-term success.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

In Episode 2 of From The Darkhorse's Mouth, titled "Flight Risk," Dan and Carly Garzella are joined by Jeremy Besse, owner of Optimal Insurance, as they delve into the challenges and rewards of transitioning from a captive insurance agency to the independent world. Jeremy shares his 19-year journey in the insurance industry, including 15 years with a captive agency, and the pivotal decision to break free and build his independent agency. From the fears that hold agents back to the planning and grit it takes to succeed, this episode is packed with valuable insights for anyone considering making the leap. Discover how Jeremy navigated the toughest insurance market in decades, balanced risk and reward, and scaled his business to greater success than he ever anticipated. Whether you’re a captive agent contemplating a change or an independent agent seeking inspiration, this episode is a must-watch.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.

From The Darkhorse's Mouth with Dan and Carly Garzella In this inaugural episode of From The Darkhorse's Mouth, meet Dan and Carly Garzella as they take you on an inspiring journey through their origin story. Learn how Dan, starting as a Farmers Insurance agent with no experience or connections, built a thriving insurance business from the ground up. Together with Carly, they share the pivotal moments, challenges, and triumphs that led to the creation of Darkhorse Insurance Brokers. Discover their early struggles, including Dan’s unexpected leap into insurance, the grind to succeed as a young agent, and the bold decision to transition to the independent insurance world. Hear how their commitment to mentorship, teamwork, and relentless perseverance helped them grow from a small team to managing $74 million in premiums with over 40 employees in just 10 years. Whether you’re an agent exploring the transition from captive to independent, an entrepreneur seeking inspiration, or someone interested in the behind-the-scenes of building a successful business, this episode is packed with actionable insights and heartfelt stories. 💬 Have questions? Email us at Podcast@darkhorseinsurance.com 🔔 Don’t forget to like, subscribe to stay updated with future episodes.