Saxton Consulting blog

Great Agencies Never Stop Looking for Better

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 20:27:05 GMT

One of the biggest misconceptions in business is this:

Once you’re successful, you’ve arrived.

You can coast.
You’ve figured it out.
You’re already doing enough.

But in my experience, the best agencies think very differently.

The best agencies never stop looking for ways to improve.

That’s what separates good from great.

And great from exceptional.

Recently, I spent time with a very successful agency. An agency already doing a lot of amazing things.

This is a team producing at a high level.

Strong production.
MDRT accomplishments.
Major company accolades.
A team already operating from a place many agencies aspire to reach.

And yet, they still invested time to step back and ask an important question:

How can we get even better?

That mindset matters.

A lot.

Because the agencies that continue to grow aren’t the ones who assume they know it all.

They’re the ones willing to stay curious.

Efficiency Isn’t About Working Harder

One of the biggest takeaways from our time together was this:

The next level of growth often doesn’t come from working harder.

It comes from working smarter.

It comes from removing friction.

Eliminating redundancy.
Improving communication.
Using technology better.
Leveraging automation.
Tightening workflows.

Small improvements create massive impact over time.

And that’s exactly what this team recognized.

Small Inefficiencies Create Big Bottlenecks

The team quickly identified areas where small inefficiencies were quietly creating unnecessary drag.

Things like:

Creating separate tasks when they could live inside cases
Sending messages through multiple channels instead of one clear workflow
Putting notes in inconsistent places
Searching too long for information
Creating redundant communication
Not fully utilizing existing CRM capabilities

None of these things sound huge on their own.

But collectively?

They create friction.

And friction slows teams down.

Even great teams.

Organization Creates Capacity

One recurring theme stood out:

Organization matters.

Where notes live matters.
Where tasks live matters.
How communication happens matters.

When information is easy to find, work moves faster.

When tasks are assigned clearly, things get handled faster.

When workflows are consistent, the entire team operates better.

That creates capacity.

And capacity creates opportunity.

Opportunity to sell more.
Opportunity to serve better.
Opportunity to create a stronger customer experience.

Technology Should Enhance the Experience

Another major takeaway centered around technology.

This team recognized there is still so much opportunity in better leveraging:

CRM tools
Automation
Notifications
Simple Convo
The company app

This matters because technology should never replace relationships.

It should strengthen them.

That’s something I talk about often.

Using technology isn’t about removing yourself from the customer experience.

It’s about enhancing it.

Helping customers access what they need faster.
Helping teams reduce unnecessary work.
Helping agencies create smoother experiences.

The goal is simple:

Less time spent on repetitive tasks.
More time spent where you add real value.

Better Systems Create Better Service

One area this agency was especially excited about was claims and service.

They saw clear opportunities to better leverage tools that improve the customer experience while also freeing up team capacity.

That means:

Helping customers use the app for claims
Reducing unnecessary back-and-forth
Improving documentation
Creating smoother handoffs

That’s what efficient service looks like.

Not less service.

Better service.

Faster service.
Smarter service.
More intentional service.

Even Great Teams Can Get Better

This is probably the biggest takeaway.

Success doesn’t eliminate inefficiency.

Even amazing teams can have workflow gaps.

Even high-performing agencies can have redundant processes.

Even award-winning teams can have opportunities to improve.

And that’s not a weakness.

That’s an opportunity.

The best teams understand this.

They don’t get defensive.

They get curious.

They ask:

Where are we losing time?
Where are we creating friction?
What could be easier?
What could be better?

That mindset is what creates long-term success.

Great Agencies Stay Curious

The agencies that reach the highest levels aren’t just talented.

They’re intentional.

They stay coachable.
They stay open.
They stay willing to evolve.

They understand that success today doesn’t guarantee efficiency tomorrow.

The best agencies never stop improving.

Because they know something important:

Small improvements in systems, communication, and workflows create massive long-term results.

And sometimes the difference between great and exceptional…

Is simply being willing to ask: How can we get better?

What AI Has to Say About It

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 20:22:43 GMT

Have AI Beat You, Or Use It to Maximize Your Path

A 25+ year agent asked a question many professionals are quietly wondering:

“How do I avoid AI taking over my job?”

It’s a fair question. AI is changing everything—fast. But the answer may not be what most people expect.

After all, if you’ve been in business for decades, you’ve already survived disruption:

Direct writers
Online quoting
Aggressive digital competitors
Rate comparison websites
Remote everything during COVID
Corporate platform overhauls

AI isn’t the first wave of change. It’s just the newest one.

The real question isn’t:

How do I stop AI?

The better question is:

How do I make AI make me stronger?

What AI Will Replace

Let’s start with reality.

AI will absolutely replace or dramatically reduce time spent on:

Basic quoting
Policy changes
ID cards
Simple coverage explanations
Billing questions
Basic underwriting triage
Routine service requests
Chat-based customer support

In short:

If your value is transactions, AI will eventually win.

It will be faster. Cheaper. Available 24/7.

That’s not fear-mongering. That’s math.

What AI Cannot Replace

Here’s where it gets interesting.

AI can process data.

AI cannot replace trust, judgment, wisdom, emotional intelligence, or human presence.

That means the professionals who survive and thrive will be the ones who lean hard into what machines cannot do.

1. Trusted Professional

AI can quote coverage.

It cannot look someone in the eye and say:

“You are dangerously underinsured.”

It cannot sense hesitation.
It cannot read fear.
It cannot understand what someone isn’t saying.

Experienced professionals don’t just sell products.

They diagnose problems.
They uncover blind spots.
They protect people from risks they don’t even realize they have.

That kind of advisory work survives.

2. Human Presence During Crisis

When disaster hits, nobody wants a chatbot.

When a house burns down…
When a business suffers a major loss…
When life changes overnight…

People want:

A human
A trusted voice
Someone accountable

They want someone who shows up.

That matters.

Always will.

3. Complex Strategy

AI handles simple. Humans handle complex.

Think:

Business owners
High-net-worth households
Estate planning
Umbrella layering
Life strategy
Disability planning
Business continuation planning

These are not one-click decisions. These require strategy.

4. Community Trust

People don’t stay loyal to products.

They stay loyal to people they trust.

When someone becomes known in their community as:

The person who shows up
The person who educates
The person who protects

AI becomes less threatening.

Why?

Because trust compounds.

The Real Threat Isn’t AI

This may surprise you.

The real threat isn’t AI.

The real threat is competitors using AI better than you.

The ones who:

Improve efficiency
Cut waste
Speed up workflows
Create better customer experiences

The winners won’t be high-tech alone.

The winners will be:

High-Tech + High-Touch

That combination is powerful.

How to Use AI to Maximize Your Path

Instead of resisting AI, deploy it.

Use it as leverage.

Inside Your Business

AI can help with:

Drafting emails
Automating follow-up
Lead qualification
Training staff
Creating scripts
Objection handling
Marketing content
Process documentation

AI becomes your productivity multiplier.

Not your replacement.

Upgrade Your Positioning

Stop thinking like a transactional provider.

Start thinking like a strategist.

Shift language from:

“Let me quote that for you”

To:

“Let’s review your protection plan.”
“Let’s stress-test your exposure.”
“Let’s identify risk gaps.”

Language shapes perception.

Perception shapes value.

Value shapes margins.

Build Deeper Relationships

AI wins on speed. Humans win on depth.

Be proactive:

Call after storms
Reach out after rate increases
Review policies annually
Check in during major life changes

Don’t wait for problems.

Anticipate them.

That creates loyalty.

Move Toward Higher-Value Work

Commodity services will automate first.

The safest long-term path is moving toward work that requires deeper expertise.

Focus more on:

Strategy
Discovery conversations
Complex planning
Long-term protection

Less on commodity transactions.

The Hard Truth

Here it is.

If your value is:

“I answer the phone and quote things.”

AI will compress your margins.

Fast.

But if your value is:

“I help people protect what matters most.”

AI becomes your assistant.

AI Has Data. You Have Wisdom.

That may be the most important distinction of all.

AI has:

Speed
Scale
Information
Pattern detection

Humans bring:

Judgment
Context
Empathy
Wisdom

Experience creates wisdom.

And wisdom still matters.

A lot.

Final Thought

AI will replace professionals who operate like data clerks.

AI will empower professionals who operate like strategic advisors.

The future belongs to those willing to evolve.

You have two choices:

Let AI beat you.

Or…

Use AI to widen the gap.

The technology is coming either way.

The question is whether you become threatened by it—

or strengthened by it.

How Many Team Members Should You Have?

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 20:16:07 GMT

Well… That Depends.

This is one of the questions I get asked All. The. Time.

“How many team members should I have based on my number of customers?”
“How many team members should I have based on policy count?”
“How many team members should I have based on premium?”

And my answer is always the same.

Well… that depends.

I know.

That’s probably not the neat, simple answer people want.

But it’s the truth.

Because I will never tell someone they should have X number of team members based solely on customer count, policy count, or premium.

Why?

Because there are too many variables.

It Depends on More Than Numbers

Numbers alone do not tell the full story.

What really matters is the environment your team is operating in.

It depends on:

Your systems
Your processes
Your workflows
Your market
Your customer demographic
Your team structure
Your use of technology

All those things matter. Because not all books of business are created equal.

Not All Customers Create the Same Demand

This is a huge piece people overlook.

Two agencies can have the exact same number of customers and require completely different staffing levels.

Why?

Because their customer demand looks completely different.

Are your customers:

High-maintenance or low-maintenance?
Heavy service users or highly self-sufficient?
Urban, suburban, or rural?
Walk-in heavy or mostly digital?
Tech-savvy or tech-resistant?

Those things matter.

A book with constant walk-ins, frequent service requests, and highly hands-on customers creates very different demands than a book filled with customers who prefer self-service and digital communication.

Same number of customers.

Very different workload.

The Bigger Question: Are You Efficient?

This is the real question.

Not how many customers do you have.

Not how many policies do you have.

The question is:

How efficiently does your agency operate?

That’s what really determines capacity.

Some agencies are drowning with smaller books of business.

Others are thriving with much larger books.

Why?

Efficiency.

Or lack of it.

Are Your Team Members Doing Real Work…or Duplicate Work?

This is where systems and processes matter.

If your team is bogged down by:

Duplicate tasks
Poor workflows
Inefficient handoffs
Manual processes
Constant rework
Unclear responsibilities
A messy CRM

You will need more people.

Not necessarily because demand is higher.

Because inefficiency is higher.

And inefficiency is expensive.

Very expensive.

It costs time.
It costs energy.
It costs capacity.

More People Doesn’t Always Solve the Problem

This is where agencies get stuck.

Things feel chaotic.

The team feels overwhelmed.

Leadership assumes:

“We need more people.”

Maybe.

But maybe not.

Sometimes the problem isn’t staffing.

Sometimes the problem is inefficiency.

Adding more people to broken systems rarely fixes the real issue.

It usually just creates more complexity.

More handoffs.
More communication breakdowns.
More confusion.

Efficient Agencies Create Capacity

Someone might look at one book of business and assume they are understaffed based on their team size.

From the outside, they may think:

“There’s no way that team can support that many customers.”

But from the inside?

I may look at it and think something completely different.

I may think:

“This team has capacity.”

They have time to sell.
Time to serve well.
Time to build relationships.
Time to focus on meaningful work.

Why?

Because they aren’t drowning in unnecessary work.

They aren’t buried in duplicate tasks or inefficient processes.

That changes everything.

Are You Training Customers to Be Efficient?

This is another big one.

Are we training our customers to do business efficiently?

That matters.

A lot.

Are we teaching them:

How to use the app?
How to access policy information?
How to make payments?
How to file claims efficiently to maximize their experience?
When to call us versus self-service?

Are we leveraging technology to improve the customer experience?

Because we should be.

Not to avoid helping people.

To create better experiences.

Technology, automation, and customer education create capacity.

They allow customers to handle simple things quickly.

They allow teams to spend more time where they add the most value.

That means more time for:

Advice
Problem-solving
Relationship-building
Meaningful customer conversations

That’s where great agencies win.

The Real Question Isn’t “How Many People Do I Need?”

The real question is:

How efficiently does my business operate?

Because if you are not leveraging:

Technology
Automation
Strong systems
Clear workflows
Intentional processes

You are going to need more people.

Not because the workload demands it.

Because inefficiency demands it.

And that’s a very different problem.

So if you ask me:

“How many team members should I have?”

My answer will probably always be the same.

It depends.

Are you efficient?
Or are you not?

That’s the question worth answering first.

Is Your CRM Organized…or Is It a Messy Closet?

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 20:09:08 GMT

Let’s talk about something that doesn’t sound exciting—but impacts efficiency more than most teams realize.

CRM notes.

Specifically, how your team organizes them.

Because here’s the truth:

Organizing notes in your CRM is not just an administrative task.

It’s a critical time management process.

Most people don’t think about it that way, but they should.

Because how your team documents information directly affects how quickly and effectively, they can serve customers—and each other.

The Closet Analogy

Think about getting ready in the morning.

Imagine opening your closet and everything is organized.

Shoes are where they belong.
Shirts are hung up.
Pants are folded.
Everything has a place.

You can find what you need quickly.

Minimal stress.
Minimal wasted time.
Smooth start to your day.

Now imagine the opposite.

Clothes everywhere.
Shoes in random places.
Nothing organized.
You can’t find what you need.

Now everything takes longer.

You waste time searching.
You feel frustrated.
Your stress level rises.

Same closet. Very different experience. Your CRM works the exact same way.

A CRM Should Create Clarity, Not Chaos

Your CRM should help your team find information quickly and confidently.

But that only happens when everyone follows a consistent process.

If notes are organized, documented clearly, and stored in the right place, your team can quickly understand:

What happened
What was discussed
What actions were taken
What still needs to happen
What the customer expects next

That creates efficiency. It creates continuity. And most importantly, it creates a better customer experience.

The Problem? Everyone Uses It Differently

This is where many agencies struggle.

One person leaves detailed notes.
One leaves short notes.
One puts notes in the wrong place.
One documents inconsistently.
One doesn’t leave notes at all…

Now your CRM becomes messy. And messy systems slow everyone down.

Instead of quickly helping a customer, your team spends time digging.

Searching.
Clicking around.
Piecing together the story.

Or worse…

They can’t find the story at all.

No Notes = Lost Time

Let’s say a customer calls in.

They spoke to someone yesterday.

Today they call back needing help.

The team member answering jumps into the CRM to figure out what happened.

But there are no notes.

Or the notes are vague.

Or they’re buried in the wrong place.

Now what?

The customer must repeat everything.

Again.

That creates frustration for everyone.

The customer feels unheard.
The team feels behind.
Time gets wasted.

And time waste adds up fast.

Good Notes Save Time.

Good documentation doesn’t slow your team down.

It speeds them up.

That’s the mindset shift.

Taking a few extra moments to leave organized, clear notes saves far more time later.

For you.
For your teammates.
For your customers.

Clear notes create handoff efficiency.

They allow anyone on the team to step in and help with confidence.

That matters.

Because customers don’t care who helps them.

They care that someone can help them quickly and accurately.

Organization Is a Team Sport

This is bigger than individual habits.

This is a team standard.

Everyone must commit to the same process.

Same expectations.
Same structure.
Same discipline.

Because if everyone “does their own thing,” the CRM becomes unreliable.

And an unreliable CRM creates chaos.

Strong teams understand this:

Good systems only work when everyone uses them consistently.

Your CRM Should Work for You

Your CRM should make life easier.

It should reduce friction—not create it.

It should help your team move faster, communicate better, and serve customers well.

But that only happens when the information inside is organized.

So ask yourself:

When your team opens the CRM…

Are they walking into an organized closet?

Or a mess?

Because the answer impacts far more than efficiency.

It impacts service.
It impacts communication.
It impacts trust.
It impacts the customer experience.

And those little notes?

They matter more than you think.

Is Your CRM Telling the Truth? …Well, That Depends.

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 20:04:44 GMT

I love CRM systems.

When used well, they create visibility, accountability, efficiency, and clarity.

They help leaders understand what’s happening in the business.
They help teams stay organized.
They help agencies work smarter.

But here’s the question every leader needs to ask:

Is your CRM telling the truth?

Well… that depends.

Because a CRM is only as good as the data inside it.

And data only tells the truth when the inputs are right.

That’s the part people often forget.

Input Equals Output

Your CRM is not magic.

It can only report what is being entered.

That means if the process is broken…The reporting is broken.

If the team is not using it correctly…The reporting is broken.

If workflows are unclear…The reporting is broken.

Garbage in. Garbage out. Or said another way:

Input equals output.

That matters because leaders make decisions based on what the CRM tells them.

And if the data is wrong, the decisions will be wrong too.

What If the CRM Is Telling the Wrong Story?

This happens more than leaders realize.

Your team could be onboarding new customers…But the CRM says they aren’t.

Your team could be working leads in real time…But the CRM says they aren’t.

Your team could be actively calling campaigns…But the CRM says they aren’t.

Your team could be consistently running policy reviews…But the CRM says they aren’t.

Now think about what happens next. A leader pulls a report. The numbers look bad.

Activity looks low. Follow-up looks inconsistent. Tasks appear incomplete.

And suddenly assumptions start getting made.

“They’re not following process.”
“They’re not doing the work.”
“They’re dropping the ball.”

But are they? Or is the CRM telling the wrong story?

Do You Know the Why?

This is where leadership matters. Before reacting to what the dashboard says, ask better questions.

Do you know why the activity isn’t showing?

Is the team skipping documentation?
Are they logging activity incorrectly?
Is there a workflow gap?
Is there confusion around expectations?
Is the CRM setup broken?
Is automation failing?

If you don’t understand the “why,” it’s very hard to lead well.

Because now you’re leading from assumption instead of understanding.

And that’s dangerous.

Poor Data Creates Poor Leadership Decisions

This is where good leaders can unintentionally get it wrong.

They trust the data.
The data tells a story.
They react to the story.

The problem? The story may not be true.

It’s not fair to hold people accountable to bad data.

And when leaders repeatedly make assumptions based on inaccurate information, two things happen:

First, trust starts to erode.

Team members feel misunderstood.
They feel unseen.
They feel frustrated.

Second, your strongest people start checking out.

Good team members want accountability.

But they want fair accountability.

They want to be measured accurately.
They want their work to be seen.
They want leadership to understand reality.

When that doesn’t happen, frustration builds.

And eventually, great people leave.

Not always because of the workload.

Often because they feel unfairly judged.

Use CRM as a Tool—Not as the Whole Truth

Your CRM is a powerful tool.

But it should inform leadership, not replace leadership.

Reports matter.
Dashboards matter.
Data matters.

But leadership requires more than looking at numbers.

It requires curiosity. It requires asking questions.

It requires understanding the gap between what the system says and what’s actually happening.

The best leaders don’t just review reports.

They investigate patterns.
They validate assumptions.
They seek clarity.

They ask:

Is this a performance issue?
A process issue?
A training issue?
Or a system issue?

Those are very different problems. And they require very different solutions.

Great Leadership Requires Good Data and Good Judgment

The best agencies understand this:

Strong systems matter.
Clean data matters.
Clear workflows matter.

But so does leadership.

At the end of the day, your CRM is only a reflection of what’s being put into it.

So before you react to what the dashboard says, pause and ask:

Is my CRM telling the truth?

Because the answer may not be as obvious as it seems.

And great leaders know the difference between trusting data…

…and blindly believing it.

Stop Playing Defense: Why Great Agencies Run Offense on Claims & Service

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 19:58:04 GMT

One of the biggest mindset shifts I’ve been talking about lately with agencies is this:

Stop playing defense on claims and service. Start running offense.

Too many teams live in reactive mode.

The phone rings.
Someone is upset.
A bill changed.
A claim is delayed.
A customer is frustrated because no one explained what was happening.

Now everyone is scrambling.

That’s defense.

And if we’re honest, defense is exhausting.

It creates chaos, stress, frustration, and unnecessary pressure for both your team and your customers.

But the best agencies?

They don’t wait for problems to show up.

They get ahead of them.

They run offense.

What Does Running Offense Actually Mean?

Running offense means creating systems and communication strategies that proactively reduce friction before it becomes frustration.

It means asking:

What questions are customers going to have before they ask them?
Where are confusion points in our process?
What surprises can we eliminate?
How do we make this easier for both our customer and our team?

Here’s the truth:

Most customer frustration doesn’t come from the problem itself. It comes from being surprised by the problem.

That’s why one of my favorite reminders is:

“The best way to solve a problem tomorrow is to explain it today.”

That applies everywhere in agency operations—but especially in claims and service.

Never Surprise the Boss

I say this all the time:

Never surprise the boss.

And in this case, the boss is the customer.

If their bill is going to change… tell them.
If their payment will be irregular because of policy changes… explain it.
If underwriting is reviewing something… prepare them.
If a claim process may take time… walk them through what to expect.

Avoiding hard conversations doesn’t eliminate frustration.

It usually multiplies it.

Customers can handle delays.
Customers can handle complexity.
Customers can even handle bad news.

What they don’t handle well is feeling blindsided.

When we communicate early, clearly, and confidently, we build trust.

Technology Should Create Better Service – Not Less Service

Let’s talk about technology for a minute.

There’s a misconception in our industry that encouraging customers to use technology means we’re trying to avoid helping them.

I don’t see it that way at all.

Helping customers leverage technology isn’t about pushing them away.

It’s about empowering them.

It’s about giving them access to the most efficient experience possible.

For many customers, that’s exactly how they prefer to do business.

They want to:

Access ID cards instantly
Check billing details after hours
Make payments quickly
Track claim progress
Message without sitting on hold

That isn’t poor service.

That’s smart service.

And here’s what agencies often miss:

When customers effectively use the app or digital tools, it improves their experience and creates capacity inside the agency.

Now your team spends less time handling repetitive, transactional tasks and more time focused on meaningful conversations, proactive outreach, protection conversations, retention, and relationship-building.

That’s a win for everyone.

You’re In Their Pocket

One of the biggest advantages of digital enablement?

You’re literally in their pocket.

Think about that.

When your agency is on their phone, you become more accessible, not less.

You are easier to reach.
Easier to engage with.
Easier to do business with.

That matters.

Because in today’s world, convenience builds loyalty.

The easier you are to work with, the stronger your customer experience becomes.

Offense Creates Calm

Running offense doesn’t mean eliminating every issue.

Claims will still happen.
Billing questions will still come up.
Service needs will still exist.

But offense changes how often those moments turn into chaos.

It creates:

Better communication
Better expectations
Better customer experiences
Better team capacity

And ultimately…

Less firefighting.

More clarity.
More trust.
More efficiency.
More calm.

That’s the goal.

Not just doing more.

Doing better.

Because agencies that run offense don’t just solve problems faster.

They prevent a lot of them from happening in the first place.

Offense Starts at Onboarding – Not at Claim Time

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 19:52:01 GMT

The best agencies don’t wait until a customer has a claim or service issue to educate them.

They start on day one.

This is one of the biggest missed opportunities in the sales and onboarding process.

Too often, once the sale is made, we move on.

Policy issued.
Customer added.
Next quote.

But great onboarding doesn’t stop at the purchase.

That’s where the relationship really begins.

Running offense means making sure customers leave that initial conversation knowing exactly how to do business with you.

They should understand:

How to access policy documents and ID cards
How to make payments or review billing
How to file a claim
What happens during the claims process
How to request policy changes
The best way to contact your office
When to use the app versus when to call your team

Why does this matter so much?

Because when something unexpected happens—a claim, billing issue, accident, storm, or policy question—people default to stress.

Stress creates confusion.
Confusion creates frustration.

But confidence changes everything.

When customers already know what to expect and where to go, they feel equipped instead of overwhelmed.

That changes their experience dramatically.

This is also where technology becomes so valuable.

The app isn’t just a convenience tool.

It’s part of the onboarding experience.

When we position it correctly, customers understand that it’s there to help them access information faster, handle simple tasks easier, and feel more in control.

Again—this isn’t about pushing customers away.

It’s about setting them up for success.

Because the goal isn’t simply to make the sale.

The goal is to create a customer experience that feels smooth, clear, and supported long after the sale is complete.

That’s what offense looks like.

Not waiting for confusion.

Preventing it.

Know Your People. Lead with Purpose.

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 16:32:39 GMT

One of the greatest opportunities leaders have is this:

Know your people.

Not just their role.
Not just their job description.
Not just what they do.

Know them.

Because the better you understand your team, the better you can lead them.

This sounds simple, but it changes everything.

Too many leaders spend all of their time focused on behavior.

Why is this person frustrated?
Why did they react that way?
Why are they disengaged?
Why does this motivate one person but not another?

They see the “what.”

But strong leaders dig deeper.

They seek to understand the “why.”

The Why Behind the What

Every person is wired differently.

Different personalities.
Different motivations.
Different communication styles.
Different frustrations.
Different experiences.

What energizes one person may drain another.

What motivates one person may not matter at all to someone else.

What deeply frustrates one team member may barely register for another.

That’s why leadership can’t be one-size-fits-all.

The best leaders understand this.

They take time to learn:

What motivates each person
What frustrates them
How they prefer to communicate
How they best receive feedback
How they learn best
What matters most to them

That understanding gives you context.

And context changes how you lead.

Understanding Creates Empathy

When you don’t understand your people, frustration grows quickly.

You assume.
You misread intentions.
You respond to behavior without understanding what’s underneath it.

That’s where leaders get stuck.

But when you understand the person behind the behavior, everything shifts.

You lead with more empathy.
More patience.
More clarity.

Not because standards change.

Because understanding improves communication.

And communication improves leadership.

Perception Drives Reality

Here’s something leaders need to remember:

People respond based on their perception.

And perception shapes reality.

For example, let’s say you have a team member who becomes extremely frustrated when people are late.

To someone else, that may seem like an overreaction.

But what if that team member is deeply motivated by respect?

Now the behavior makes sense.

They don’t just see lateness as poor time management.

They experience it as disrespect.

That changes how they interpret the situation.

And once you understand that, you stop asking:

“Why are they so upset?”

Instead, you begin asking:

“What are they feeling?”

That changes everything.

Because now you understand the deeper issue.

Not just the behavior.
The meaning attached to the behavior.

Lead People, Not Just Performance

Leadership is not just about managing tasks.

It’s about leading people.

And people are complex.

They bring personality, emotion, experiences, strengths, insecurities, and perspectives into the workplace every day.

The best leaders don’t ignore that.

They lean into it.

They seek to understand first.

They listen.
They observe.
They ask better questions.

They lead people as individuals—not just as employees.

Better Understanding = Better Leadership

When you truly know your team, you lead better.

You communicate better.
You coach better.
You solve conflict better.
You build trust faster.

Most importantly, you lead with more empathy and less frustration.

Because when you understand the “why” behind what makes people tick, you stop leading from assumption.

You start leading from understanding.

And that’s where great leadership begins.

Know your people.

Because when people feel understood, they feel seen.

And people who feel seen are far more likely to trust, grow, and thrive.

Be The Teammate You Want Beside You

brittney@suzysaxton.com (Suzy Saxton) — Thu, 25 Jun 2026 16:26:23 GMT

Be The Teammate You Want Beside You

Everyone wants to be part of a strong team.

Everyone wants trust.
Everyone wants support.
Everyone wants a culture where people care about each other and work well together.

But those things don’t happen by accident.

They are built.

And they are built in the small, everyday moments.

Trust doesn’t start when things get hard.
Trust starts long before that.

It starts in the way we show up for each other every single day.

Trust Starts Here

Trust starts with doing what you said you would do.

It starts with consistency.

It starts with reliability.

Can your team count on you?

Not just when it’s convenient.
Not just when things are going well.
Every day.

That looks like:

Showing up on time
Being prepared
Being engaged
Following through
Carrying your weight

These may sound simple, but simple doesn’t mean small.

These things matter.

A lot.

Because when one person consistently shows up late, disengaged, unprepared, or unwilling to contribute, everyone else feels it.

Strong teams don’t become strong because of talent alone.

They become strong because people trust each other.

Carry Your Weight

Teams work best when everyone contributes.

That doesn’t mean everyone does the same thing.
It means everyone owns their role.

Every person matters.
Every role matters.
Every contribution matters.

When one person isn’t carrying their weight, someone else has to pick it up.

That creates frustration.
Resentment.
Burnout.

Healthy teams don’t operate that way.

Healthy teams understand this:

We all rise together, or we all struggle together.

Build Each Other Up

A great team doesn’t compete internally.

They support each other.

They encourage each other.
Help each other.
Teach each other.
Push each other to grow.

They celebrate wins together.

And when someone is struggling, they step in.

Not with judgment.
With support.

The strongest teams understand that individual success means very little if the team around you is struggling.

Don’t Be a Lone Wolf

This one matters.

Don’t be a lone wolf.

No one wins alone.

You may be talented.
You may be capable.
You may be highly independent.

That’s great.

But if your mindset is “I’ll just handle it myself,” you eventually become part of the problem.

Strong teams communicate.

They ask questions.
They share ideas.
They collaborate.
They lean on each other.

Isolation weakens teams.

Connection strengthens them.

Culture is Built Daily

Team culture isn’t created by mission statements on a wall.

It’s created by daily behavior.

In how people communicate.
In how they show up.
In how they respond under pressure.
In how they treat one another.

Every day you are contributing to the culture around you.

The question is:

What are you building?

A culture of trust?
Or a culture of frustration?

A culture of support?
Or a culture of silos?

Because culture is never standing still.

It’s either getting stronger or weaker.

Choose to be someone who makes the team better.

Show up.
Be engaged.
Carry your weight.
Support your people.

That’s where trust starts.

And that’s how strong teams are built.