From the Darkhorse's Mouth

Darkhorse Insurance Brokers
  • 5.0 (2)
  • Entrepreneurship
  • Updated Monthly

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.

  1. Episode 18 - RemX by EmployBridge - The Future of Work Starts With Talent

    1d ago

    Episode 18 - RemX by EmployBridge - The Future of Work Starts With Talent

    In Episode 18 of From The Darkhorse's Mouth, titled "RemX by EmployBridge," Carly Garzella is joined by Michelle Crotty, Regional President and Christina Johnson, Strategic Solutions Director of RemX by EmployBridge. In this episode, Carly sits down with Michelle and Christina from RemX by EmployBridge for a conversation about how workforce strategy is evolving across insurance, professional staffing, and contact center operations. The discussion explores why insurance is becoming one of the biggest hidden career opportunities in America, how Baby Boomer retirements are reshaping the talent market, and why employers are struggling to find licensed and experienced professionals. Michelle and Christina share how RemX helps companies think beyond traditional hiring by building stronger talent pipelines, supporting upskilling, and using labor market intelligence to advise employers more strategically. Carly also digs into what it means to recruit beyond the resume. The conversation covers soft skills, customer-facing talent, contact center performance, remote and hybrid workforce models, and the importance of coaching people into success instead of only screening for technical experience. The episode also looks at compensation strategies, incentive structures, workforce research, and what today’s employees are telling employers they want. As AI, automation, remote work, and licensing innovation continue to change the labor market, this conversation offers a timely look at what insurance companies and contact center leaders should start preparing for now. 💬 Have questions? Email us at podcast@darkhorseinsurance.com 🔔 Don’t forget to like & subscribe to stay updated with future episodes.

    43 min
  2. Episode 17 - Better Together - The Big I Way

    May 4

    Episode 17 - Better Together - The Big I Way

    In 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.

    46 min
  3. Episode 16 - Boom Goes the Dynamite - Blowing Up Service Bottlenecks

    Apr 6

    Episode 16 - Boom Goes the Dynamite - Blowing Up Service Bottlenecks

    In 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.

    45 min
  4. Episode 15 - Press Play on Your Potential - Why Mindset is the Missing Link

    Mar 2

    Episode 15 - Press Play on Your Potential - Why Mindset is the Missing Link

    In 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.

    40 min
  5. Episode 14 - The Gloves are Coming Off - Self-Service Revolution

    Feb 2

    Episode 14 - The Gloves are Coming Off - Self-Service Revolution

    In 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 GloveBox 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.

    1 hr
  6. Episode 13 - Herding Humans – Managing the Madness of Growth

    Jan 5

    Episode 13 - Herding Humans – Managing the Madness of Growth

    In 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.

    45 min
  7. Episode 12 - All Aboard – Onboarding

    12/01/2025

    Episode 12 - All Aboard – Onboarding

    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.

    51 min
  8. Episode 11 - Ask Me Anything – Answering Your Burning Questions

    11/03/2025

    Episode 11 - Ask Me Anything – Answering Your Burning Questions

    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.

    45 min
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Ratings & Reviews

5
out of 5
2 Ratings

About

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.

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