Sometimes we make things so complicated. Performance management provides an excellent one example. In the old days, we gave...

A RELATIONSHIP AUDIT by Michael Manes Before the agency marriage, both parties need to answer these questions. The article was thought provoking...

ACCOUNT-UPGRADING Dear (Customer Name): Clients often ask us, 'Do I need to bond every single one of my employees to make certain I'm protected?' The subject of bonds can seem complex, but at (Yo...

ACKNOWLEDGE CLAIM DATE [CLIENT MAIL NAME] [ADDRESS1] [CITY], [STATE] [ZIP] Dear (Customer Name), Thank you for reporting your recent claim so promptly. We have sent the report to [POL...

AGENCY BROCHURES: GETTING BACK TO THE BASICS No marketing tool can tell an agency's story better or more effectively convince potential clients to put their trust in you than a b...

AGENCY TELEPHONE PROCEDURES: HOW TO TAKE CALLS by Karen Flaherty Verbal Courtesy Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with ...

APPOINTMENT TO DELIVER POLICY Dear (Customer Name): Thank you for choosing (Your Agency Name) to handle your Group insurance program. We have a qualified staff ready to handle all your program's ne...

ARE YOU A PRODUCER OR A CSR? by Grace Bauer There are plenty of producers out there who are really CSRs. Are you one of ...

If you're in sales, you can identify with this situation - about two weeks after starting a new job, you begin to doubt your decision. You detect a widening gap between what you were told to expect and what actually occurs. After only a month on the job, you conclude, 'I think I made a mistake.' You're probably right, because salespersons seem to be more prone to selecting the wrong job. Too often, their profession's tendency to stress the positive and minimize negative factors extend into their approach in choosing a job.

ASKING QUESTIONS: IT'S AN ART by Mary Beth Bolen Different types of questions require different types of responses. In your daily dealings with customers, it's important for you to know the ...