The Horton Agency is very growth oriented, but with a clear eye on what it costs to grow. Any additional profit is plowed back into the agency to hire new producers or acquire new business. You've got to really focus on everything. That includes quality management, client focus, technology skills, producer development, marketing and so on. Whenever we consider something new, we first look at how it translates to the client.
Nothing is important unless it's important to the client.
The agency has to provide both tangibles and intangibles for the benefit of each client. The intangibles include responsiveness, service, trust and so on. He goes on to admit that he is not naive enough to expect everyone to be delighted with the agency, but adds that everyone works hard to develop an atmosphere where all can succeed and all are involved in determining the agency's destiny. I really believe in planning. We involve multiple people in the planning process, trying to develop a consensus.