PROTECTING YOUR AGENCY'S MOST VALUABLE ASSET by Diane Herbert and Pamela Millard As an insurance agency, your focus is on developing new business and retaining customers. You need to do bo...

PULLING NEW CLIENTS TO THE PROFESSIONAL SERVICES FIRM by John Graham It's taken long enough, but the professional services field has discovered marketing or, perhaps more ...

PUT CUSTOMERS FIRST Without competition, producers would eventually become complacent and ineffective. Competition is necessary for growth. If salespeople had an exclusive product or service with ex...

Michael Treacy and Fred Wiersma's book, The Discipline of Market Leaders, presents a compelling explanation of why some companies continually outperform their competitors. Their thesis rests on this premise: If a company is going to achieve and sustain dominance, it must first decide where it will stake its claim in the marketplace and what kind of value it offers customers.

QUALITY CUSTOMER SERVICE DO WE WALK THE TALK OR JUST TALK? by Al Diamond At least once a month we encounter an agent with the unique problem of losing more customers than theyre ...

REFERRALS: THE SECRET TO CONSISTENTLY HIGH PROFITS AND RETENTION RATES by Lynn Thomas, JD Frankly, Im puzzled. Recently, I spoke at a conference where members who have known each o...

REPEAT BUSINESS STRATEGY: EXCELLENT SERVICE by Troy Campbell Many service organizations have tried to capitalize on repeat-business strategies. These strategies appear in the forms of Freq...

RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....

In most agencies today, the total commission of a Personal Lines account will equal or exceed the commission of a Non-exception Commercial account. In this document, Jack Fries asks why you’d pay a CSR more money to handle a lower commission account.

RETAINING LIFETIME CUSTOMERS by Brenda French At renewal time, customers have one question that they expect their broker to answer: 'What have you done for me lately?' If that question is...