Agency growth is often about saying yes. New prospects, new accounts, and more premium can all feel like progress. But just as in relationships, not every match is meant to be. Sometimes the best move for your agency is to pause before committing, or even to step away from a client you already have.
When It’s a Prospect
Meeting a new prospect can feel like a first date. They look good on paper, they seem interested, and the potential is exciting. But if you’re paying attention, the red flags can surface early.
A prospect who openly shops rate every year, insists only on the lowest price, or withholds information is sending signals about what the relationship will be like down the road. In commercial and E&S, incomplete documentation or a poor fit with carrier appetite can show up quickly. Even in personal lines, accounts that do not align with carrier guidelines may create more problems than they are worth.
That does not mean every red flag requires a hard no. Just like in dating, context matters. A personal lines client may have multiple claims because of a string of severe storms, or a commercial client might have a one-time loss that is not representative of their overall operations. In those cases, the right move may be to talk through the issues and see if the relationship can still work. The key is being intentional about whether to move forward.
When It’s a Client
Sometimes the challenges do not appear until after the relationship has begun. What looked like a promising account can turn into one that strains resources, tests staff patience, or jeopardizes profitability. At that point, it is less about whether to say yes, and more about whether it is time to break up.
Breaking up with a client is never easy. They may have been with you for years, or they may represent a meaningful piece of business. But if the relationship consistently drains more than it gives, whether through excessive service demands, ongoing loss issues, or repeated conflicts over coverage, it can hold your agency back.
The key is to handle the breakup with professionalism. A referral to another agency, guidance toward a different market, or even a straightforward conversation about why the fit is not right can preserve your reputation. Done well, it leaves the door open for future opportunities if circumstances change.
Building Healthier Relationships
Strong agencies grow not just by adding accounts, but by building relationships that are sustainable and profitable for everyone involved. That means knowing when to pursue a prospect, when to give them more time, and when to step away. It also means recognizing that sometimes the healthiest move is the hardest one: breaking up with a client whose account no longer makes sense for your agency.
By treating these decisions thoughtfully, agencies protect profitability, credibility with carriers, and the capacity to serve the clients who truly value their expertise.