Hayek Insurance gets 15% more referrals with a client scheduling experience that builds trust

For Roger Hayek, CEO of Hayek Insurance, customer service isn’t just a platitude; it’s a way of life for his business. With over 35 years of experience in the industry, Roger has built a family-run insurance brokerage in Carlsbad, California, that thrives on personal relationships and a reputation for doing right by the client. Hayek Insurance serves an array of individuals and businesses across California, offering a full range of coverage from auto and home to business, health, and life insurance.

What sets Hayek Insurance apart isn’t flashy marketing or growth-at-all-costs tactics. In fact, the agency doesn’t advertise at all. Instead, they’ve grown steadily through hands-on service, fast response times, and an unwavering commitment to making the insurance process easy for their clients. That commitment extends to every touchpoint, including scheduling.

As the agency grew, so did the number of calls, emails, and client requests vying for Roger’s time. Without a structured way to manage inbound scheduling, valuable time was lost to phone tag, double-bookings, and missed calls. Clients were frustrated, staff were stretched, and the agency’s polished reputation was at risk. That’s when Calendly came into the picture.

The Challenge

A growing business and a calendar that couldn’t keep up

As Hayek Insurance grew, so did the complexity of Roger’s day-to-day schedule. Clients needed help with policy questions and consultations, but finding time to connect was harder than ever. Conversations to schedule a single call would stretch across multiple emails and days. Meanwhile, forgotten or missed appointments wasted time and were a threat to his business's reputation. Even with staff support, it was clear: the agency needed a more modern, scalable approach.

“I’d go back and forth four or five times just to find a time. Even then, people would forget. Calendly changed that completely.”

Roger Hayek

CEO at Hayek Insurance

The Solution

Putting the power of scheduling into the client’s hands

Roger discovered Calendly after receiving a scheduling link from a web developer. He immediately saw its potential and quickly rolled it out across his agency’s touchpoints, from the website to email signatures. Clients now self-book time based on their availability, reducing back-and-forth and ensuring every meeting is productive.

By using Event Types and additional scheduling options, the Hayek Insurance team has created a system that feels both personal and professional. They can grab the exact scheduling link they need for the different types of meetings they host with clients, such as new policy consultations, account service check-ins, and general insurance inquiries. Plus, the team sets different availability windows for each Event Type. For example, they can offer evening time slots for high-priority clients while offering standard business hours for new clients. And to top it off, clients answer a few questions at booking to help staff better prepare for meetings.

To keep both clients and staff accountable, the team uses Calendly Workflows to automatically send text and email reminders before every meeting. If a client suddenly has a conflict, it’s easy to reschedule. And when Roger’s calendar is booked, his team can offer alternate scheduling links with other staff — so every client still gets a timely appointment.

“Clients may not say it out loud, but it sends a message: we’re organized, we’re on time, and we value their time.”

Roger Hayek

CEO at Hayek Insurance

The Results

More time, happier clients, and stronger referrals

Since implementing Calendly, Roger estimates that Hayek Insurance has saved over 250 hours annually by eliminating scheduling back-and-forth. With automated reminders in place, the agency has reduced no-shows by at least 30% — resulting in over 100 additional client conversations each year that would have otherwise been missed.

But for Roger, the most valuable outcome is a better client experience that earns trust and more referrals.

“We look efficient. We sound organized. And people want to refer a business like that. I’m confident we’ve seen a 10–15% increase in referrals just because of how smooth we’ve made the experience.”

Roger Hayek

CEO at Hayek Insurance

From customizing intake forms to exploring after-hours booking controls, Roger has made one thing certain: scheduling is no longer a barrier to service.