MAKE YOUR CLIENTS FEEL APPRECIATED! by Catherine Oak At your next general staff meeting, ask your people what they can do to get each client they see to feel appreciated. Have a leader ga...

MAKING A SALE VS. HAVING A CUSTOMER excerpted from an article by Stephen Anderson While you as a CSR might not be directly responsible for selling new business, you are often asked to hel...

Customer service begins with thinking like customers.
A good place to start is with language. Thought and language mirror each other, and when the right words are used, the organization begins to behave as if they were true. Use the wrong words and the opposite happens.

MANAGEMENT 101: A CASE STUDY by Mike Manes Unfortunately, fear of change is fairly common and can keep your agency from performing as effectively as it could. This document by Michael M...

Jack Fries looks into the differences between agencies that sell and retain a lot of business and those that don't. This applies to not only the sales people, but to the CSRs, who have the responsibility of account development.

MARKETING WITH NEWSLETTERS by Jack Burke Newsletters. We see them every day. We subscribe to them, get them for free, market with them. We learn from them. But how much do we reall...

MARKETING: OPENING NEW TERRITORIES by Al Diamond Al Diamond focuses on planning methods that will help you move your business forward. Agents who havent yet formalized their p...

Focus on attracting customers not making sales.
With effusive CEO testimonials and countless articles and books describing how companies have transformed themselves into tightly focused, totally energized commerce machines, it would seem that change should be easy. But let’s face it: If it were simple, there’d be more of it. Even when the evidence for change is compelling, most companies continue to cling to the known and the familiar.

MAXIMIZE YOUR INTERNET PRESENCE! by Steve Anderson In an earlier article, I introduced the concept of Internet presence. To refresh your memory, heres what I said: For pas...

MAXIMIZE YOUR OPPORTUNITES IN A HARDENING MARKET by Jack Burke Is the market hardening? The debate rages on without a conclusion. However, more and more experts are leaning toward ...