by Alicia Pollock | Oct 20, 2026 | Advice, Brokerage, Expert Insights
Whoever first said the customer is always right clearly never worked in insurance. Or retail. Or hospitality. Or, come to think of it, anywhere customers are involved. Because sometimes customers are wrong. And sometimes, so are we. For decades, businesses have...
by Alicia Pollock | Oct 6, 2026 | Advice, Brokerage
There are four words that can change your entire day. “Leave it with me.” Especially when something has gone wrong. You’ve made the call. Explained the problem. Perhaps explained it twice. You’ve found the reference number. Answered the security questions....
by Alicia Pollock | Sep 8, 2026 | Brokerage, Good Vibes Only
We’ve all been there. “Welcome. Your call is important to us.” Good start. “For sales, press 1.” “For accounts, press 2.” “For claims, press 3.” You press 3. “Please listen carefully, as our menu options have recently changed.” They haven’t. You listen...
by Alicia Pollock | Aug 14, 2026 | Brokerage, Good Vibes Only, Howdie
Every organisation has a culture. Whether it’s intentional or accidental, inspiring or uninspiring, every workplace develops its own personality over time. It’s found in the conversations between meetings. The way people greet one another each morning. How...
by Alicia Pollock | Jun 21, 2026 | Advice, Brokerage, Commercial Insurance, Personal Insurance
There is a dangerous word that sounds remarkably harmless. Almost. Almost finished. Almost done. Almost ready. Almost remembered. Almost followed up. Almost renewed. Almost backed up. Almost serviced. Almost. The trouble with almost is that it often feels close...
by Alicia Pollock | Mar 11, 2026 | Advice, Brokerage, Commercial Insurance
January is a wonderful time for business plans. Spreadsheets look beautiful. Strategies feel clear. Revenue projections march confidently across the page. For a few weeks, it genuinely feels like this might finally be the year where everything runs exactly according...
