Stop Being the Catch-All

Let me hit you with a hard truth that I know a lot of you feel deep down—but maybe you haven’t put words to it yet:

You’re wasting way too much time doing stuff that’s not your job.

I don’t mean you’re out there slacking. I know you’re working hard. You’re answering the phone, responding to texts at all hours, jumping in to save the day when something blows up. And because of that, your clients love you. They trust you.

But here’s the problem: somewhere along the way, that trust turned into a leash. And now, you’re fielding every little question, request, and minor issue that could’ve—and should’ve—been handled by someone else on your team.

You’ve become the catch-all.

And it’s killing your productivity, your growth, and—let’s be honest here—your sanity.

You Are Not Tech Support. You Are Not Billing. You Are Not Claims.

Let’s break it down.

You’ve got roles in your agency. Whether you’re a one-person shop or a larger outfit with producers, service reps, CSRs, VAs—doesn’t matter. Every person has a lane.

Producers? Their job is to write business. That’s it. They’re hunters, not gatherers.

Service people? They keep the wheels turning, handle the day-to-day stuff, keep clients happy.

You, the agency owner? You’re steering the ship. Big picture. Growth. Leadership.

But what happens?
A client has a billing issue. Who do they call? You.
They need an ID card emailed. Who do they text? You.
They want to know why their rate went up $14.36 this month. Who’s getting that phone call? Yep… you.

Now, I get it. You’re the face. You built those relationships. It feels wrong to not be the one answering. But here’s the thing:

Every minute you spend on something outside your lane is a minute you’re not growing your business.

And worse? You’re conditioning your clients to expect that you are the one who handles everything.

That’s on you.

Efficiency Isn’t Just About You—It’s About Serving Clients Better

Here’s where most people get tripped up. They think:

"If I don’t answer, my clients will feel like I don’t care."
"If I pass them off to someone else, they’ll get mad."

But that’s not true.

Clients don’t want you for everything—they just want their stuff handled quickly and well. The faster, the better. And here’s the kicker:

You aren’t always the fastest or best person for the job.

In fact, you’re often the bottleneck.

That billing question? Your service team could’ve handled it in two minutes flat.
The ID card? That’s a one-and-done for your CSR.
The claim follow-up? You’ve got a process for that.

But instead, it sits in your inbox, or you half-answer it between appointments, or you’re texting back at 10 PM—because you can’t let it go.

And that’s not good service. That’s a recipe for burnout.

The Solution? Set Expectations Early and Often

Look, this isn’t about throwing your clients to the wolves. This is about training them on how your agency works—before there’s a problem.

From the very first interaction, you’ve got to lay it out:

“Here’s who handles what.”

“If you need X, talk to Sarah.”

“If it’s about Y, Bill’s your guy.”

“I focus on making sure you’ve got the right coverage and we’re keeping an eye on the big picture.”

Make it crystal clear. And not just once—keep reminding them.

Send an email after onboarding. Include a contact cheat sheet. Post it on your website. Put it in your email signatures. Heck, mail them a fridge magnet with your team’s contact info.

And when they forget (because they will)?

Gently redirect.

“Hey, I got your message about that billing issue. Sarah handles all of that, and she’ll get you squared away faster than I could.”

Do it consistently, and they’ll catch on.

You’re Not Just Saving Time—You’re Protecting Your Sanity

Now let’s talk about the selfish part (because yeah, this helps you too).

Every time you say yes to something outside your lane, you’re saying no to something that actually matters.

That sales call you didn’t make?

That referral partnership you didn’t follow up on?

That marketing idea you never got around to launching?

All of that goes on the back burner every time you drop what you’re doing to answer another client’s question that should’ve gone to someone else.

Your time is the most valuable asset in your agency. Protect it. Ruthlessly.

When you stay in your lane, two things happen:

You get more done. (The right stuff—the stuff that moves the needle.)

Your team gets empowered. (They handle their business without you breathing down their neck.)

And guess what? Your clients are happier too. They get faster answers, better service, and a team that knows what they’re doing.

It’s Not Micromanaging—It’s Leadership

Some of you are control freaks. I know because I am too.

You want to make sure everything gets done right, so you get involved in stuff you shouldn’t.

But here’s the thing:

Leadership isn’t about doing everything yourself—it’s about making sure everything gets done.

When you set clear roles, when you teach your clients how to engage with your team properly, when you trust your people to do their jobs—you’re leading.

You’re building a business that runs smoother, grows faster, and feels better.

And you’re giving yourself space to breathe.

The Bottom Line

Stop being the catch-all. Stop fielding every single question, issue, and minor task that comes your way.

Set expectations with your clients. Teach them who to go to for what. Empower your team to own their roles.

Because if you’re the only person in your agency who can solve problems, you are the problem.

Free yourself up to do what you’re best at: leading, growing, building relationships.

Let your team handle the rest.

Trust me—you’ll feel the difference.

And so will your clients.