Overview

Retain is a book about making insurance training do what it promises-show up when it counts. Agencies invest in countless designation courses, yet much of that effort fades within days. People feel familiar right after a session, then reach for the material later and come up empty. The result is hesitation where there should be clarity, rework where there should be momentum, and uneven performance across otherwise capable teams. This book explains why that fade happens and gives you a system to beat it. The premise is simple: memory drives performance. If the right concepts aren't accessible at the right moment, skill breaks down. Retain translates learning science into an operating rhythm built for insurance-constant interruptions, tight timelines, and streams of technical information. You'll see why event-based training creates comfort without durable recall, and how to replace it with a cadence that locks knowledge into long-term memory. The method fits real work. Lessons are short on purpose; reinforcement lands just ahead of forgetting; retrieval practice turns familiarity into fast recall; brief, context-rich scenarios build judgment; manager coaching happens in minutes, not meetings; progress is measured by what transfers to the desk. No new platform required-just a repeatable rhythm that compounds. Every role benefits. Client-facing teams speak clearly under pressure. Operations moves faster with fewer handoffs. Leaders raise the floor on performance without micromanaging. Trainers stop chasing attendance and start building capability. Culture shifts as steady wins stack up: cleaner communication, shorter ramp for new hires, fewer avoidable mistakes, more trust. Why now? Distraction is the default and complexity keeps rising. AI can speed research and documentation; it cannot replace understanding. When people lack strong mental models, speed amplifies errors. Specialists who think clearly and explain precisely will define the next era. That edge begins with retention. Retain shows you how to slice dense topics into memorable units, schedule light reinforcement that respects attention, write prompts that surface the distinctions people blur, simulate pressure without overwhelm, and coach in a way busy managers can sustain. Start small, prove outcomes, and scale. The payoff is visible in the work you ship each day. Training that lasts is a competitive advantage hiding in plain sight. Most accept the fade and pay the tax. A few build retention into the week and change their trajectory. Retain is the blueprint-practical, evidence-informed, and made for the realities of insurance. Put the cadence in motion and watch knowledge stop leaking, confidence rise, and performance become dependable when it matters most.

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Author Information

Justin Goodman brings over 20 years of insurance industry expertise as a third-generation professional in the field. By the age of 29, he was recognized as one of the top five construction insurance experts nationwide by Risk and Insurance Magazine. As CEO and co-founder of Total CSR, he has developed training programs that have reached more than 70,000 customer service representatives, account managers, and producers across the United States. Additionally, he serves as managing director and co-founder of Project 55, a non-profit focused on transforming mental health outcomes in the workplace. His work has earned him recognition as one of the 2024 Insurance Journal Agents of the Year and a spot on the Insurance Business Magazine's Hot 100 list.

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