Ask most agency owners how training happens, and the honest answer is: it doesn’t, not formally. It happens when an agent asks a question and the owner answers it.
The real cost
That arrangement works fine at three agents. At ten, the owner spends three to five hours a week answering coverage questions their agents should already know. At twenty, it’s worse, and it’s invisible because it happens in small interruptions throughout the day.
Why informal training doesn’t scale
Informal training depends entirely on the owner’s time, memory, and availability. It’s inconsistent by design. One agent gets a thorough answer on a slow Tuesday. Another gets a rushed answer between appointments. Neither answer gets written down anywhere.
What replaces it
The fix isn’t a course agents won’t finish. It’s a daily habit small enough to actually happen: five minutes, one topic, no homework. That’s the entire model behind a Daily Drip.
Good agents never stop learning. Great agencies make it easy.