Podcast
From the Darkhorse's Mouth
Hosted by Darkhorse Insurance Brokers · EN
From the Darkhorse's Mouth" shares the inspiring journey of Dan Garzella, founder of Darkhorse Insurance Services. Starting as a Farmers Insurance agent at 23, Dan rose to the top 0.5% of agents before launching Darkhorse to empower others to build independent brokerages. This podcast explores overcoming industry challenges, fostering strategic carrier relationships, and leveraging expert mentorship. Tune in for insights on breaking traditional models and creating a legacy on your own terms.
12episodes
Episodes
Newest firstAll episodes
Episode 17 - Better Together - The Big I Way
4w ago00:46:27Tap to summarizeIn Episode 17 of From The Darkhorse's Mouth, titled "Better Together," Dan and Carly Garzella are joined by Clebe Best, Vice President of Membership Development and Engagement of IIABAZ.In this episode, Dan and Carly explore why independent agencies in Arizona should be actively engaged with IIABAZ—and what they may be missing when they are not. The conversation looks at the Big I’s role in supporting Arizona agents through advocacy, education, E&O resources, market access, events, networking, and strategic guidance.The episode begins by unpacking what IIABAZ actually does day to day for independent agencies, especially smaller and mid-sized firms that benefit from having a stronger infrastructure layer behind them. From there, the discussion moves into advocacy, including the behind-the-scenes work that helps protect the independent agency distribution system and translate complex regulatory changes into practical guidance for agency owners.Dan and Carly also explore how education and talent development can become a competitive advantage, not just a compliance requirement. CE courses, licensing support, producer development, and leadership tracks all play a role in helping agencies strengthen teams, improve retention, and prepare the next generation of owners.The conversation then turns to E&O support, documentation discipline, coverage conversations, and the operational habits that help agencies reduce risk. The episode also highlights the value of IIABAZ events and the annual convention as opportunities for education, carrier access, peer networking, and exposure to emerging trends.Finally, the episode digs into the Alliance program as a major growth tool for agencies that need better carrier access without giving up independence. It also frames IIABAZ as a sounding board for agency owners facing major decisions around hiring, perpetuation, technology, carrier strategy, M&A, and growth.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.
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Episode 16 - Boom Goes the Dynamite - Blowing Up Service Bottlenecks
Apr 600:44:47Tap to summarizeIn Episode 16 of From The Darkhorse's Mouth, titled "Boom Goes the Dynamite," Dan and Carly Garzella are joined by Norm Hudson, Co-Founder and CEO of Staff Boom.In this episode, Dan and Carly explore how insurance-focused outsourcing can help agencies and other firms solve staffing pressure, improve operational efficiency, and create more room for growth. Rather than discussing outsourcing as a generic virtual assistant solution, they focus on how Staff Boom builds dedicated teams trained specifically for insurance workflows and client service demands.The conversation covers where outsourcing can make the biggest impact, from inbound customer support and back-office processing to claims intake, renewal work, endorsements, and other repetitive but essential operational tasks. Dan and Carly also unpack the strategic role of unlicensed support partners, showing how agencies can shift mechanical and administrative work away from licensed staff so those team members can stay focused on client relationships, sales, and revenue-generating responsibilities.They also discuss what makes this model different from traditional outsourcing options, including the importance of tailored onboarding, process documentation, brand alignment, supervised implementation, and measurable performance standards. The episode ultimately frames outsourcing as more than a cost decision. When done well, it becomes a way to expand capacity, improve service consistency, and build a more scalable insurance operation.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.
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Episode 15 - Press Play on Your Potential - Why Mindset is the Missing Link
Mar 200:39:37Tap to summarizeIn Episode 15 of From The Darkhorse's Mouth, titled "The Gloves are Coming Off," Dan and Carly Garzella are joined by Kimiko Donahue, Founder of Press Play Coaching.If you’re running an agency and feeling buried in service work, this episode breaks down how a client self-service platform can take the most repetitive requests off your plate, so your team can get back to renewals, retention, and growth. The conversation starts with the daily pain points agencies face: nonstop Tier 1 calls for ID cards, documents, billing questions, and simple policy changes - and how GloveBox reduces that workload by giving clients 24/7 access through a modern portal and mobile app that pulls real-time policy data from your AMS.We then dive into the growth curve: what happens when client adoption increases, how agencies can handle more accounts per CSR without hiring at the same pace, and how GloveBox’s features turn service moments into business opportunities. The discussion unpacks the tools that drive impact, including automated client invitations, PolicyAssist™ and certificate management, built-in analytics, and the Embedded Marketplace that helps unlock referrals and cross-sell requests directly inside the client experience.Finally, we tackle the long view and the most common mistakes agencies make when trying to modernize service, like relying on fragmented carrier portals, stacking disconnected tech, or failing to drive adoption after launch. You’ll hear how implementation and onboarding can be structured for success, how to measure ROI through efficiency and cost savings, and how a platform like GloveBox helps agencies look more professional while preserving the personal touch for higher-value conversations.Whether you’re just trying to stop drowning in service requests or planning your next stage of scale, this episode offers a practical roadmap for using client self-service technology to run leaner, serve better, and grow smarter.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.
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Episode 14 - The Gloves are Coming Off - Self-Service Revolution
Feb 200:59:39Tap to summarizeIn Episode 14 of From The Darkhorse's Mouth, titled "The Gloves are Coming Off," Dan and Carly Garzella are joined by Adam Casinelli, Co-Founder of GloveBoxIf you’re running an agency and feeling buried in service work, this episode breaks down how a client self-service platform can take the most repetitive requests off your plate, so your team can get back to renewals, retention, and growth. The conversation starts with the daily pain points agencies face: nonstop Tier 1 calls for ID cards, documents, billing questions, and simple policy changes - and how GloveBox reduces that workload by giving clients 24/7 access through a modern portal and mobile app that pulls real-time policy data from your AMS.We then dive into the growth curve: what happens when client adoption increases, how agencies can handle more accounts per CSR without hiring at the same pace, and how GloveBox’s features turn service moments into business opportunities. The discussion unpacks the tools that drive impact, including automated client invitations, PolicyAssist™ and certificate management, built-in analytics, and the Embedded Marketplace that helps unlock referrals and cross-sell requests directly inside the client experience.Finally, we tackle the long view and the most common mistakes agencies make when trying to modernize service, like relying on fragmented carrier portals, stacking disconnected tech, or failing to drive adoption after launch. You’ll hear how implementation and onboarding can be structured for success, how to measure ROI through efficiency and cost savings, and how a platform like GloveBox helps agencies look more professional while preserving the personal touch for higher-value conversations.Whether you’re just trying to stop drowning in service requests or planning your next stage of scale, this episode offers a practical roadmap for using client self-service technology to run leaner, serve better, and grow smarter.💬 Have questions? Email us at podcast@darkhorseinsurance.com🔔 Don’t forget to like & subscribe to stay updated with future episodes.
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Episode 13 - Herding Humans – Managing the Madness of Growth
Jan 500:44:31Tap to summarizeIn Episode 13 of From The Darkhorse's Mouth, titled "Herding Humans," Dan and Carly Garzella are joined by Alyson Hutchins, Business Development Manager at BBSI.If you’re running a small agency and feeling stretched thin, this episode breaks down how a PEO partnership can take HR, payroll, benefits, and workers’ comp off your plate, so you can get back to growing the business. The conversation starts with the startup stage: the first signs you need help with HR or payroll, the most common operational pain points for teams of around five people, and how BBSI’s model balances affordability with real, tangible value.We then dive into the growth curve: what happens as your agency starts to scale, how BBSI’s support evolves, and when it makes sense to start thinking about internal HR. The discussion also unpacks BBSI’s workers’ comp differentiator: why their approach to safety, predictability, and cost management stands out, and how stronger HR systems, culture, and people metrics become a strategic advantage instead of just a compliance checkbox.Finally, we tackle the long view and the most common mistakes small agencies make as they grow their teams, including waiting too long to think strategically about people and process. You’ll hear guidance on when and how to transition pieces of HR in-house, what future-proofing your operations really looks like, and how to build a path from five employees to fifty without burning out.Whether you’re just getting started or already feeling the strain of growth, this episode offers a practical roadmap for using a PEO model to scale smarter, protect your people, and set your agency 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.
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Episode 12 - All Aboard – Onboarding
Dec 100:51:20Tap to summarizeIn 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.
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Episode 11 - Ask Me Anything – Answering Your Burning Questions
Nov 300:45:07Tap to summarizeIn 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.
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Episode 10 - You're Fired! – Staffing at its Finest
Oct 600:46:25Tap to summarizeIn 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.
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Episode 9 - Meet Sara! – Your New AI Assistant
Sep 100:45:02Tap to summarizeIn 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.
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Episode 8 - The Assistant: The Rise of the Invisible Team
Aug 400:33:57Tap to summarizeIn 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.
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