#85 - Creating a Culture of Excellence with Austin O'Bryhim

Referrals Done Right

In this episode, Scott chats with Wyoming-based agent Austin O’Bryhim — a leader who's shaking things up in all the right ways. From mastering remote team culture to building a brand rooted in community impact, Austin shares his playbook for scaling with integrity. He talks about what it truly means to “help people” in the insurance world, why leadership is about communication (not micromanaging), and how the "cradle to grave" conversation is changing the life insurance game.

In this episode, you’ll learn:

• Why Austin left South Carolina to open a scratch agency in Wyoming—and how he built trust fast in a brand-new town.
• How he fosters a high-performing, connected culture across a mostly remote team (hint: it starts with daily video calls and group chats).
• The mindset shift that keeps his agency grounded in service, not sales—and why he won’t write state minimum coverage.
• Austin’s “cradle to grave” life insurance method that combines empathy, personalization, and process.
• Why every agency should lead with values, and how helping your team feel fulfilled leads to better service, better retention, and better results.

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Episode Markers:
(0:00) - Scott's Introduction
(1:00) – Intro & Relocating to Wyoming
(4:00) – “We Help People” Mission Statement
(6:45) – Defining Agency Culture: Community, Teamwork, Rewarding
(9:00) – Impact Across Generations
(11:30) – The Power of Standards and Leadership Courage
(13:30) – Agency Motto: “Piss Excellence”
(17:00) – Managing a Remote Team
(20:00) – The BBQ Event & Team Connection
(24:30) – Daily Meetings & Communication Cadence
(27:00) – Leadership Lessons from Remote Management
(29:00) – “Cradle to Grave” Life Insurance Method
(30:30) – The Hardest Lesson: When It's Too Late
(34:10) – The Tracker Gets What the Tracker Tracks
(37:00) – Building Community Trust
(42:00) – Long-Term Thinking & Small Town Opportunity
(43:05) – Rapid Fire 5

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Scott Grates' Links:
Referrals Done Right Book Pre Sales - https://www.referralsdonerightbook.com
Referrals Done Right FB Group - https://www.facebook.com/groups/296359076662332
Insurance Agency Optimization - https://www.agencyoptimization.com
Scott Grates Website - https://www.scottgrates.com
Love Living Local - https://www.instagram.com/lovelivinglocal315
Scott's FB - https://www.facebook.com/scott.grates.1
Instagram - https://www.instagram.com/scottgrates
TikTok - https://www.tiktok.com/@scott.grates
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Austin's Links:
Facebook - https://www.facebook.com/yourjacksonagent
Instagram - https://www.instagram.com/yourjacksonagentr