The Advantage to Using Virtual Assistants with Austin Moorhead


automation infusionsoft ryan chapman austin moorhead

The Advantage to Using Virtual Assistants with Austin Moorhead

Transcription of Episode

[00:00:00] Ryan Chapman: Hey, this is Ryan Chapman with another Fix Your Funnel interview, and today I'm pleased to have Austin Moorhead with us. Now Austin I've seen your name around on the Facebook forums and stuff like that for Infusionsoft for a long time. This is kind of the first time we've really gotten to talk, right?

Austin Moorhead: It is. I'm pretty stoked, thanks so much for having me on your podcast.

Ryan Chapman: It is. It's a pleasure. You're with Lava Automation. How long have you been doing automation work for? I guess you're exclusively insurance industry or...?

Austin Moorhead: Yeah, for the most part, I'm exclusively, and I accidentally stepped out of the vertical for like a one off recently, but I focus on insurance agents, brokers specifically.

Ryan Chapman: You are an insurance agent, right?

Austin Moorhead: I am an insurance agent too. However, I'm no longer writing business. I sold my, my equity in my business about six months ago.

Ryan Chapman: Congratulations.

Austin Moorhead: Yeah. Thank you. To focus on Lava Automations . I think I've been doing a roughly a year and a half, maybe two years. It wasn't intended to be this thing.

Ryan Chapman: How did you get working with Infusionsoft from the first [00:01:00] place, then that's always an interesting story for somebody who isn't like, it's not like you worked for Infusionsoft, you were an insurance agent, you're running your business. Do you run across Infusionsoft? And that kinda is the start of this whole automation?

Austin Moorhead: For the most part, you know, I looked at, you know, Ontraport and Infusionsoft and HubSpot and Active Campaign, and I was like, what? Where are we going to be in five years? I want to put a decent foundation down. I looked at Salesforce and Infusionsoft, it, bang for buck. It made sense. I knew a couple of guys that were recommending it. You know, I'd seen Active Campaign quite a bit at this point. I felt like it was kind of limited. and then I, I met Jeremiah Shark actually at a local event and I signed up.

Ryan Chapman: Well Jeremiah's energy is infectious.

Austin Moorhead: Yeah and I didn't look back at that point. I was like, okay, well I'm, you know, I'm kinda the guy when I get committed I just go.

Ryan Chapman: Well that's great. So you started using automation. People start talking to you about it, or how did, how does it happen that you start helping other insurance agents?

Austin Moorhead: Also, coincidentally, I am, I'm also a coach inside of, The Tribe. [00:02:00] It's a, an insurance focused, a marketing group that they kind of work on lead generation using Facebook and Google pay per click ads. Okay. And there's plenty of coaches under the teach the lead gen side of the house, but they didn't have anyone that was working on the lead journey post creation. And so when the subject and the buzz started to come about, I just quickly volunteered and threw my hat in the ring and said, Hey, I'll coach it, you know, and I had to go figure it out, obviously overnight. And that, this has been about two years now that I've been teaching automations to I think a group of like 450, 440 plus insurance agency owners now.

Ryan Chapman: What's normal in the insurance industry? Are people just, they'll get leads, they'll call them once, and if it doesn't work out, they just move on?

Austin Moorhead: No, not even. I mean, these guys will, so it depends. Like, you know, we've got some campaigns where you're, you're emailing five times, you're texting five times, you're calling five times and you're leaving like five voicemails. And then depending on where you're at in the process, you could kind of rinse and repeat that to kind of support the, the current stage.

[00:03:00] Ryan Chapman: But is that typical in the industry? What are people typically doing?

Austin Moorhead: Well, maybe, I guess I'm kind of disconnected these days. Typically. Yeah. One to two calls, no texts, maybe a couple texts. I should take that back. I mean, one to two stuff and it's sporadic. You'll need to, you'll do...

Ryan Chapman: All manual?

Austin Moorhead: Yeah. All manual. Yeah. You're picking up a hard phone, you're dialing number, and maybe you'll make 70 phone calls a day, but you're forgetting the text messages. You're forgetting the emails.

Ryan Chapman: Yeah.

Austin Moorhead: You know? And then tomorrow you're forgetting to follow up with that guy from last week because you don't have a system that supports the follow up.

Ryan Chapman: So you were mentioning before we started the call that you're routinely seeing people double their book of business in a short period of time once you start putting some systems in place.

Austin Moorhead: Yeah, I've got, I've got probably 10 clients right now that I could instantly pull out their spreadsheets and we can say, okay, you had 78% in annual revenue growth from last year, and you did 162% from last year. Like, I mean, we're, we're pulling data out. It's insanely exciting when you can think about how [00:04:00] important, automations and the little piece of software expense can end up equalling so much as far as manpower, like we were trying to do the math the other day on one of my accounts they'd sent out, it was like 9,000 emails, texts, and voicemails, like 27,000 total. And so if you just assume that those three events each took 10 minutes of 9,000 times 10, it's something like 90,000 or something like that. It comes out to be like a hundreds of weeks per month. The system is automating for you in manhours.

Ryan Chapman: Unreal.

Austin Moorhead: It's so unreal. And, and just for a fraction of the cost of what an employee would do that might not even do the events when they're supposed to do them.

Ryan Chapman: Well, they wouldn't because they're humans, right?

Austin Moorhead: Yeah.

Ryan Chapman: Now, but on that note, you're doing something a little bit different than a lot of people I've interviewed. You're also bringing virtual assistants into the mix for your clients.

Austin Moorhead: It's such an undervalued part of the market that we're all kind of waking up to right now.

Ryan Chapman: I feel like virtual assistants kind of had [00:05:00] this, you know, and maybe it's just where I was looking, right? There was this surge. They became very popular and then people didn't know how to handle them, and then it kind of dropped off.

Austin Moorhead: And right now I feel like it's kind of surging again.

Ryan Chapman: So it's a new surge? Well, tell us about, you know, how, how is it that you make virtual assistants actually an asset instead of this, this kind of a, it's almost like an annoyance if you don't handle them right.

Austin Moorhead: Oh, it could be totally a headache because there's a cultural difference. Sometimes there's a language barrier and then there's the training of someone who doesn't have the background. And so you know, there's a lot more, not a whole lot you can do other than kind of fight through some of that stuff at sometimes. And so, you know, the first thing we do is we gotta find some decent candidates to start with. And so you've got to kind of weed through them and then you do need to spend a ton of time on Zoom screen sharing with them. We recommend video screen shares and you know, I always say that if you would spend an hour with an American who sitting side by side with you, that you need to spend an hour and 10 minutes with your VA on a screenshare with a [00:06:00] webcam on, of course, I get to know them. They become part of your agency.

Ryan Chapman: But where do, where do you start putting in a VA into the whole mix? We're using marketing automation, right? You're using your Infusionsoft automations to, you know, take over a lot of human tasks. What human tasks are left that you're, you're handing off to another human?

Austin Moorhead: Well, so you have to be careful in the insurance space because of the regulations. And they cannot do anything that's required to have a license. You know, no, no license activity basically. And so what that leaves them open for is data entry for quote preparation, and specifically works really good on the broker versus the captive agent. Cause the broker, sometimes preparing quotes can take 30 minutes to an hour. And so while they're preparing quotes, they can't be on the telephone prospecting new new clients. And so what we really want to do is we want to get that American that you're paying somewhere between $15 and $25 an hour into, you know, lead generation activities, right? Into licensed insurance agency activities and get them off [00:07:00] of the unlicensed work. And then enter the VA with proper training, you pay them eight bucks an hour. At least that's what we charge.

Ryan Chapman: Yeah.

Austin Moorhead: You can slowly train them to do it's data entry type stuff. You know, go to the carrier, fill in the, fill in the blanks that are missing. You know, determine, you know, what, what needs to be done and get a quote out. And so that's what we do on the front end, on the back end. It's kind of the exact same thing, but in, in a little bit in reverse. So the policies are coming up for renewal. Because we're brokers, we have options to re-shop customers with multiple carriers. And so the VA saves the American time by doing that activity for them. And so they can be out where they're generating activity.

Ryan Chapman: There's not a software that really can facilitate this cause some of these systems are still pretty archaic, aren't they?

Austin Moorhead: Yeah. I mean, that's, that's like the underplayed message in the entire insurance space. It's how archaic insurance is right now.

Ryan Chapman: So you're basically using the VA, so almost like a human [00:08:00] API.

Austin Moorhead: Absolutely.

Ryan Chapman: For people that don't know what API means. It's application programming interface. It just means it allows that human to do what you would do normally. But, they're kind of acting like a computer, but really super intelligent one. Cause humans are still more intelligent than many computers.

Austin Moorhead: You know. And I think some of the VA's, they might get a, like I was talking with a gentleman today and, he wasn't sure if he came to have my VA funnel he had. But so we opened up the conversation about it. He wasn't primed for it by any means. And then I think we kind of blown his mind by the end of it. And he's just sitting here putting on paper, you know, I can pay somebody 25 bucks or I can pay somebody eight bucks an hour, like, Whoa, that's a no brainer. But you know, as initial knee jerk reaction is, like how do we protect ourselves from, you know, the, the, the data problems, you know, how do we ensure the quality of work? And how quickly can we get started? You know?

Ryan Chapman: But that's part of what you offer as opposed to somebody that just goes straight over to the Philippines and [00:09:00] starts. Or is that, that's where you work with peoples from the Philippines, right?

Austin Moorhead: Correct. Yeah.

Ryan Chapman: Versus some of these methods with the Philippines, you know, going to one of these job boards and start finding somebody is that you're doing vetting. There's some initial training that you're doing with the folks that you work with, and then you're also giving training to the insurance agency to know what they can and can't do. So they don't get themselves in the hot water.

Austin Moorhead: Yeah. We spend a, we spent a ton of time on the vetting and we'll go through probably 500 applicants justifying five to present to the Americans for the interview, and we'll do about three interviews and a couple of personality assessments, background checks prior to introducing him to the Americans for the very first time. Yeah. And then that's when, you know, they meet them. If they like them, they make an offer, and then the training kind of starts and we put them in place almost immediately, oftentimes...

Ryan Chapman: From my perspective, you know, that's a pretty valuable service that you're doing there because, you know, I've, I've [00:10:00] hired VA's straight from the Philippines. And you know, I feel bad, you know, admitting this, but I, you know, I had them doing work it was fine for them to do. There's nothing wrong with the work that they were doing, but because I didn't have the time, I didn't put in the time to train them and properly develop the relationship and, you know, acquaint them with what I needed to do, you know, they were destined for failure. And so, you know, the gig didn't end up working out very long. Wasn't super thrilled with the results I got, but that was because I hadn't done my part in the whole situation. That's nice because it is a lot of work to do what you're talking about, to review applicants, put them through the proper testing and screening, you know, and doing all that work before they're even ready to start.

Austin Moorhead: Surprisingly it's easier than building out custom automations. Our campaigns are a little obnoxious.

Ryan Chapman: Yeah. So I think that once you've done the work, it all seems easy. But for someone like me that was trying to make [00:11:00] that work, it just was really difficult. If I could have had somebody like you. Prepping that person, they could have been a lot more successful. It would've been better for us in terms of what we wanted them to do.

Austin Moorhead: Well you know honestly so a lot of times, and it was the, the VA thing, just like the automation thing was an accident too. I didn't mean to have the VA thing and, and like, I didn't mean to have the automation company, but you know, with the VA's, you know, we first, we have the automation company and you know, people started meeting my VA's that were helping me run my agency and they'd go, Hey, Austin, how do I, how do I get Don in my office too? Don's my main VA, by the way, you'd love to meet him. You wouldn't even know that he's a virtual assistant because he has no accent. And, you know, one thing led to another and now it's kind of snowballing where we're getting tons of requests consistently because of that.

Ryan Chapman: The thing is it's really a win win too because for the folks out in the Philippines, for them to have this consistent work coming from the States is a real help for them. In the United States we've got such low unemployment rates now that it's kind of difficult to find [00:12:00] quality people because they're already employed.

Austin Moorhead: You get two different types of complaints, right? The Americans, you know, the, the business owners they complain about Americans. They gripe, you know, about how underpaid they are and how much work they have to do. It's just consistent, right? Oh, I've got to do, what? Where the, the Filipinos, they're extremely grateful. They never complain, but sometimes the quality needs to be inspected to make sure that it was done accurately. So there's pros and cons on both sides of the fence for sure. But they never complained. That, I mean, so it's kind of a breath of fresh air initially. Like, Oh man.

Ryan Chapman: Interesting. Oh, we didn't talk about this before, but, my friend Loren Smith he was doing some work with VA's in the dental industry, and one of the things he was doing is he was having inbound calls to the front desk cause those were happening and you know at the dental office having those recorded and then you would have them sent to a, a VA that he had in the Philippines that would listen to the call and then score it according to a score [00:13:00] sheet that he had set up and then send us the report card, basically back to the front desk, let them know how they're their handling of the incoming call, rated against what they'd been trained on. Through that process he said they dramatically increased the success of the front office doing what they wanted done for the business, so it was a huge win for the, for everybody.

Austin Moorhead: That's actually pretty awesome. Maybe have to look at something like that. I have recently heard of this thing with like IBM Watson that they can actually detect the tonality of calls and see if they're getting better or worse.

Ryan Chapman: Yeah. If you want to deal with IBM Watson.

Austin Moorhead: Yeah. Good point.

Ryan Chapman: I don't know if you've ever done anything with IBM Watson. We have, cause we use Watson to inspect every incoming text message or sentiment, but mostly we're looking for opt out request that protect our, our senders at Fix Your Funnel and, but with that, Oh, IBM is just a bear to work with. I mean, it literally takes 15 minutes just to get to where you can do something with the software.

Austin Moorhead: It's not my cup of tea.

Ryan Chapman: [00:14:00] Oh, it's just so IBM, you know, if you think about IBM and you know, their history and what they represent. It's just the, the only, the only one that they're worse than is, is AWS, which, if you ever worked with AWS, you know that, you know, these, these are geeky terms, but I...

Austin Moorhead: Sounds like developer stuff to me, I'm more implementation stuff for sure.

Ryan Chapman: But, yeah. No, it's, it's a fascinating world that we live in. But there's still these great opportunities where virtual assistants can do it better than even machines. You know, because even with the sentiment analysis, cause I've done a lot of research into it for the work that we do is we're always thinking about, well, cause we get exposed to a lot of things when they're in the early stages, when they're just trying to get off the ground because of the nature of the research and work that we do. And so I've been looking at sentiment analysis and stuff like that for phone calls for a long time, and you know, the actual usefulness when the rubber hits the road is just not quite there. It could be helpful if you're [00:15:00] running a ginormous call center where you're just everybody working there is a number and you're just trying to get just a small movement. For smaller businesses I don't think that they'll really leverage it the way that they could. But this training, that little thing that Lauren put together of doing that cycle, and he did this... Shoot, this is back in I think 2013, 2014, it was just so powerful because you, you dictate this is how a call should be handled and then you train that VA on analyzing that. And for them it's, you know, it's not much to have them analyzing that because the performance of everybody in the office went through the roof when what they were trained on, they were actually kind of given feedback on in a fairly real time loop.

Austin Moorhead: Yeah. And the VAs can do any little odds ends and jobs and whatnot, you know, so like maybe that's something they do for a few hours and then later on in the day they're doing something else. We've had mine go through, like usually the new VA's, [00:16:00] we will put them through the, through the automation course, but then I actually asked them to go through my Zoom videos because we're kind of always recording and, and find the wins. And so like they'll, they'll sit and just watch hours of recorded content and put down like timestamps. And so we can go back and kind of pull out the, you know, the, the two little minutes that we're looking for Ryan. And that's, that's really cheap support to have somebody to go through and do that when, cause you know, when you're in the moment and you're just kinda going through this stuff, it's hard to go, Oh, that I needed to say that piece of the clip.

Ryan Chapman: So if you had to say, here's the top two places where people really get the biggest bang for their buck using a VA, where would you say that is?

Austin Moorhead: It would be at the renewal reshot process for insurance brokers. So when the policy's renewing and it's a tough one, I would, it could be the web developing.

Ryan Chapman: You can go ahead and say three though.

Austin Moorhead: It would, it would be, automations would be would be number two. So actually getting them and teaching them how to be your developer because, so you don't have to learn it. You know, even if you have to send them to a [00:17:00] course because insurance agents, they need to focus on insurance and it's like you can't manage both beasts.

Ryan Chapman: Austin I'm so glad you mentioned that. People that are listening to these podcasts may get sick of me saying this, but you know, the biggest problem I have with automation is when the business owner falls in love with the automation and falls out of love with their business.

Austin Moorhead: That's why I'm in it. That's why I'm an automation guy now.

Ryan Chapman: You had the love affair. For many people they should not do that though. They should stay focused on what it is that they do in their business. Let the automation give them the leverage. You know, if, if you can get someone like an Austin and his firm working for you, at the very least though, have them get a VA working and doing some of that set up for you, right?

Austin Moorhead: That's what we do. We train these VA's on, on how to build out, you know, the automations in Infusionsoft to support the agency. So when the agency gets stuck, they don't have to pay an American's rates to get access to an American technology in our database and knowledge, whatnot. [00:18:00] And I'm there to kind of support the back end of it. When the VA's get to like, you know, cause Infusionsoft is still complex and we've got probably like 8,000 hours in it. But, so that's number two. And then number three would be inbound call routing. So you know, call comes in, you know, the customer is looking for, you know, ID cards, the VA can handle that. Customer wants to talk to a team member. One VA just routes the phone. It's pretty simple stuff. So an inbound call routing.

Ryan Chapman: So your VAs will actually work on your time frame.

Austin Moorhead: Oh, 100%. So we currently have them staffed on the East coast hours and West coast hours and everywhere in between right now.

Ryan Chapman: That's a huge benefit because when they're not available when you need them, it just, it, you'd think it would be a minor inconvenience, right?

Austin Moorhead: Yeah.

Ryan Chapman: But it turns into a total headache. So that's a big deal that you've got them trained to be working in your timeframe. You reminded me of something I did back in 2012, which was I, this was when Fix Your Funnel was new and we were needing revenue so that I [00:19:00] could eat. But in 2012, you know, the way software as a service works is you've got to snowball it to a point where it actually makes sense. And yeah. Well, you know, a lot of companies won't make it through that point. Fortunately we did, but in that point to help make up for it, I've put together a course called the Treadstone Method. So the whole idea behind it was that you could make, have trained automation assassins essentially that you could put to work for you so that you could focus on your business and let that trained assassin do their job, you know?

Austin Moorhead: Yeah. Web development, rights? Zapier development, Infusionsoft development...

Ryan Chapman: It's stuff that you should never learn. You know, as an insurance agent, the last thing you should be doing is learning that stuff. You should really focus on connecting with as many humans as possible. And the systems and your virtual assistants should take care of all the rest of that jazz. You're just connecting with people because that's where all the money is for [00:20:00] insurance for sure. And a lot of service based businesses is in the connecting with people.

Austin Moorhead: Yup. Yeah. So as soon as you stop presenting quotes, you know the one thing that, that pays you money and you start learning something that doesn't pay you money. Right? You're losing on that. And so it's nice to be able to call on a service, had them do that thing, and then just continue down your path with this new increased conversion that you're getting from the benefit of automation.

Ryan Chapman: But to that point, you gotta be really careful about who you pick to help you out because if they don't know what it is that makes you money, they may automate the thing that doesn't make you money.

Austin Moorhead: Totally true. I don't know if there's a term for this, but you certainly want to get somebody who speaks your vertical language.

Ryan Chapman: Yeah. I think it's helpful if you're worked in it at some point. To be totally frank. I mean, it's not required because you can get some really sharp people that understand the business because they've done enough talking and listening to people in the industry. But if someone's been in the [00:21:00] industry and they've had any level of success, and now they're doing automation such as you Austin, you have a huge advantage over anybody else that's doing automation. That's not been in insurance because they don't know where the money making opportunities are. They don't know what the money making activities are. And so when they automate the automate blindly and they'll do it based on what they saw in another business, instead of her actually works in insurance.

Austin Moorhead: Hence we're seeing double annual revenue based off of, you know, my experience in the insurance world.

Ryan Chapman: I can't imagine you having to do a ton of automation either.

Austin Moorhead: I, you'd be surprised. The insurance... I actually think that a lot of, and I could be wrong on this, but I think a lot of marketing and business processes actually starts in the insurance vertical and goes backwards to a lot of the other spaces due to the complexity of insurance. I think it might be one of the most complex verticals in the market.

Ryan Chapman: So if you're doing an automation, what makes it so complicated?

Austin Moorhead: It's the, it's the varied stages. So, you know, just new lead, to new lead to sale can be [00:22:00] 10 to 15 stages depending on the complexity of the agency.

Ryan Chapman: Got it. So for different policy types, you have to gather different documentation...

Austin Moorhead: And the different types of follow ups that you want to do that are really kind of unique that we've kind of got these cadences behind. And then post-sale, since we retain all of our customers and they automatically renew, you know, to some degree. Hopefully, you know, we're trying to manage that and that becomes another wing of that.

Ryan Chapman: Yeah. I wonder, you know, your clients are probably one of those few that actually do reviews of policies.

Austin Moorhead: Oh yeah, absolutely. It's built in. Well yeah the VA's are assisting in the process because...

Ryan Chapman: I, I've been with agents for, you know years and never had them do anything. Cause when I went to college, to get through college, I was working full time, but then I needed health insurance. So I went to work for Geico for six months just to get the health insurance.

Austin Moorhead: That's interesting. Yeah. That's like the enemy of everyone that's listening to this. It's my fear. Geico.

[00:23:00] Ryan Chapman: They got me insured as an insurance agent. The only time I ever was, you know. But I was introduced to enough of it to see, you know that the real opportunity is once you have them is you should be checking every year or two on how have your assets changed. How should your insurance change to match and almost nobody does it because they're so busy just trying to get the next policy, they're not thinking about the policy they already have in the hand that could be paying them a higher commission because they upgraded their coverage to match their actual situation.

Austin Moorhead: Yeah. And so agencies sometimes struggle and you know, they, they, they come to me sometimes you just, for the consultant part of it, you know, they struggle, you know, dividing roles inside the agency. So they've got this one guy who does sales service and you know, annual account management. And let's say they got three people, if they were to put one person in each of those roles, that one person could be uniquely awesome. And, and have better numbers. And so when we can start to divide the duties up and focus on our one activities, [00:24:00] that's another way that we're getting increased conversions.

Ryan Chapman: And with the help of VA's doing those things that they can do. They can turn one person into three, can't ya?

Austin Moorhead: Oh, absolutely. Yup.

Ryan Chapman: That's super powerful Austin. Hey I really appreciate this conversation. I think it's been real helpful for those listening for them to think about their business in a totally different way, and if they happen to be an insurance, really see it in a different way. Because even if you weren't in insurance, if you were paying attention to this conversation, what you picked up on were some things that you can definitely be using in your own business, which is are there some things that are occupying your time? That can't be deligated in other ways that ought to be. That's a virtual assistant is as good for that. By the way, I know you're specifically targeting insurance, which would somebody be able to come to you for a VA for another industry, or do you think it would not be a match?

Austin Moorhead: Oh, no, it'd be fine. So we do have one that's actually in a Canadian office for HVAC.

Ryan Chapman: Okay.

Austin Moorhead: So we will go outside of our [00:25:00] vertical. Obviously there's some strings that come with that. I'm not going to train your VA in HVAC. I don't speak HVAC. Yeah. We know. We provide a, a competitive recruiting process...

Ryan Chapman: The vetting, the recruitment, and the basic automation training.

Austin Moorhead: Yeah. The hardware, the facility, you know, the facility is very important. People underplay the commercial internet connection that we have. We haven't had a single downside...

Ryan Chapman: And you have your own offices out there.

Austin Moorhead: Yeah. We have our own facility. It's in Davao the Philippines. It's like the Southern most Island in the Philippines.

Ryan Chapman: That's a huge benefit because they have a place to show up. With this VA that I did hire, it was about a year or so ago. All the time. She's like, yeah, my Internet's out.

Austin Moorhead: Yeah, it's a consistency. If they work from home, it's, I guarantee you it's every other week at least once for a few hours, if not the entire day. But if it's the office, you know, one, I know it's not out because it's never been out. And so I know you just decided not to come in that day or something like that, which to another point is [00:26:00] we haven't had a single VA get let go, which tells you that the Americans are actually loving the VA. In two years, not one VA has been fired.

Ryan Chapman: And almost so that you're properly vetting him, whatever your vetting process is. Clearing out those people who aren't a match.

Austin Moorhead: It's exhausting sometimes. I mean 500, we go through like 500 applicants to find five. It's a process.

Ryan Chapman: But you know, that's, that's why people should come to you versus just trying to go on their own.

Austin Moorhead: Yeah. I mean, I agree. You're not gonna give me a say otherwise.

Ryan Chapman: I know, but I just, it having, having worked with VA's, not just in the Philippines, you know, worked with folks in India and Brazil, all good people. Just having used virtual assistants in other countries, good people, great people. But yeah. Not, doesn't always work out. And if you have somebody vetting for you, that can be a huge benefit.

Austin Moorhead: And then, you know, having them in a facility too, as the benefit comes to training because they get that like learning through [00:27:00] osmosis. And now we've got this facility culture over there in the Philippines and...

Ryan Chapman: Well now, cause if, when I did work at Geico, it was like one of the couple of times I was ever employed, I'm not sure why they hired me to begin with, cause I'm not very employable. I just am not that type of person, you know?

Austin Moorhead: Yeah.

Ryan Chapman: If you do work in that kind of environment, you can lean over and talk to the person next to you when you don't know something.

Austin Moorhead: Exactly.

Ryan Chapman: And so you kind of get this, this community effect that can really increase the value of all everybody that's in the organization.

Austin Moorhead: So we're seeing the growth rate of their, of their development. It's, you know, instead of taking 90 days, maybe when we're down to like 60 days where these guys are completely on their own.

Ryan Chapman: I'm sure it's that whole community you've created there.

Austin Moorhead: Yeah. Yeah. That's pretty cool.

Ryan Chapman: Well. That's really neat. Hey, Austin, I really appreciate you getting on the, on the call here today and sharing your insights into not only insurance, but VA and automation and sharing your story with us. What's the best way for somebody to get ahold of you if they want to talk to you about what you do.

[00:28:00] Austin Moorhead: Shamefully, DM me on Facebook. I'm a pretty personable guy. But if you want to be more professional about it, you can reach me at [email protected] or you can go to my website at lavaautomation.com and you can schedule an appointment there. But honestly, I, you know, friend me on Facebook and send me a DM.

Ryan Chapman: Great. Hey, thanks so much. Really appreciate you being on.

Austin Moorhead: Ryan, I couldn't be more stoked to have been invited. Thanks so much for even having me out, sir.

Ryan Chapman: Oh, my pleasure.

Austin Moorhead: All right. Talk soon. Happy automating.