Problem:The insurance industry is under attack from consumer groups, is the subject of political debate and radical legislative...

SUCCESSFULLY GOING BROKE by Roy Phillips Various studies conducted by an aggregate of trade groups report that insurance agencies and brokerages suffer from inconsistencies in manag...

SUPER SERVICE: A PROCESS, NOT A PROJECT by George Nordhaus We often see 'service' as a magic word-the 'open sesame' that will somehow ensure customer retention and build bottom-line profits....

It's easy to lose sight of the fact that agencies are in the service business. But consider that all agents sell the same product-insurance. Why do some agencies blossom while others wilt? Service and marketing are keys. Too often, getting new customers (through marketing) is emphasized at the expense of keeping customers (through service). You have to do a first-rate job at both to have first-rate growth and to control expenses

SURVEYS SUBSTANTIATE THEORY: RETENTION EQUALS GROWTH When striving to make an agency grow, most agency managers focus on increasing new business. But it's just as important to address improv...

SWOT: ASSESSING YOUR CHALLENGES AND OPPORTUNITIES by Pamela Millard There are signs that the economy is improving. Some have even suggested that the recession is over. Lets hope s...

TARGET PROSPECTS Dear (Customer Name): When was the last time you had your Homeowners insurance reviewed? Even if it was as recent as a year ago, your policy could be outdated. For example, have yo...

TAX BENEFITS FOR S CORPORATIONS by Al Diamond Many insurance agencies have chartered themselves as sub-chapter S corporations over the years. The 'S Corp' was created so that companies co...

TECHNOLOGY AND THE AGENCY: A PRIMER by Ken Buehler Recently I met with an agency that had a state-of-the-art computer system. The system did everything, and then some! ACORD certificates, bind...

THAT PERSONAL TOUCH by Grace Bauer Are you still sending those personal thank-you notes to your insureds throughout the year? How about the initial claim letter expressing your concern an...