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Want an insurance agency that still answers the phone with a real human? In this episode of the Built Local Podcast, Clay sits down with Rob from Alan Duncan Agencies, a second-generation independent insurance agency in Titusville, Florida (Space Coast) that’s been serving the community for 37 years.
Rob breaks down what it takes to stay in business for decades, how they’ve grown mostly through referrals and reputation, and why Google reviews are a major lever for modern local business growth. He also shares real numbers showing how Review Harvest helped increase impressions and pageviews while reducing overall marketing spend, plus why reviews matter for team morale and employee recognition.
If you’re a local business owner looking to grow through trust, reputation, and community presence, this episode delivers real, practical insight.
https://www.allenduncan.com/
https://www.facebook.com/AllenDuncanAgenciesTitusville/
What You’ll Learn in This Episode
• How a local insurance agency has stayed profitable for 37 years
• Why human-first service beats AI, call centers, and phone trees
• How word-of-mouth and multi-generation referrals actually scale
• Why Google reviews directly impact trust, traffic, and revenue
• Real before-and-after numbers from improving online reputation
• How reviews boost employee morale and team culture
• When a lifestyle business should (and shouldn’t) focus on growth
• Why long-term businesses play the “war of attrition,” not shortcuts
⏱ Timestamps (23:48)
00:00 Human-first service (no chatbots, no phone trees)
00:16 Meet Rob + 37 years in business on Florida’s Space Coast
00:55 What Alan Duncan insures (home, auto, business, flood, more)
01:20 The origin story and how the agency started
02:24 Rob’s path: military, music, medical field, then back to insurance
04:35 How the agency grows after 37 years (mostly word of mouth)
05:13 Why Google reviews matter now more than ever
06:04 What Review Harvest does (reviews, responses, repurposing)
07:03 How Rob found Review Harvest
08:19 Human-first insurance service model explained
11:37 Where referrals actually come from
13:52 Growth plans for the next generation
14:48 Review Harvest results and traffic improvements
18:18 Simple daily review workflow
19:19 Reviews as a morale and culture tool
22:11 Long-term business advice from 37 years in operation