CONNECTIONS: 'DO UNTO OTHERS ...' by Jack Burke Happy employees make for happy customers. You've heard that before, along with 'Your employees will treat your customers the same way the...

CONTINGENT BUSINESS INTERRUPTION Dear (Customer Name): You're in a business that depends heavily on ( ) in order for your revenues to continue. If you depend heavily on one company, you could be he...

With the dawn of every new media technology comes the fear on the part of agents that their customers will either find a new agent or buy insurance direct from the company. In this document, Sam Meyer describes how you're now in a position to encourage your clients and prospects to buy their insurance direct — direct from you!

COVER LETTER WITH HOMEOWNERS - DIRECT BILL Dear (Customer Name), Enclosed is your renewal Homeowners policy with (Company Name). In order to keep the cost of Homeowners insurance down, (Company Name...

CRACKING THE EGG: DEALING WITH DIFFICULT CUSTOMERS by Dave Kahle Its easy to work with people you like, and its even easier to work with people who like you. But thats n...

CREATING A LEGENDARY AGENCY by Al Diamond A 'legendary' agency is one that loses customers only when the customer dies, moves, or sells the business. It has a regular, measurable flow o...

Every company faces crises that have the potential for doing serious damage to its reputation, image, and/or financial stability. Events that might’ve been minor or even unnoticed a few years ago could now wind up on the evening news or on page one of the newspaper. While some incidents are insignificant, others can be devastating. Yet when they occur it’s often difficult, if not impossible, to know whether the problem will evaporate or escalate, blow over or boomerang.

CUSTOMER SERVICE: ACCENTUATE THE POSITIVE by Patricia Czech No doubt, you've heard of the 3-11 Customer Rule. It holds that a happy customer will recommend your business to three peop...

CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...

CUSTOMER SERVICE: ONE BAD APPLE by Jack Burke Unhappy employees result in unhappy clients. Every so often we all experience some degree of in...