PROFESSIONAL SERVICES MARKETING; A STRATEGY FOR PROVIDING CLIENT SATISFACTION by David DePaolo, JD, MBA An Overview Most professional services are highly personal in the nature of...

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...

PUTTIN ON THE RITZ BUILDING A CUSTOMER SERVICE CULTURE by Bill Wilson If youve ever stayed at a Ritz-Carlton hotel, Im betting that the experience was o...

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 ...

RECEIVABLES REDUCTION by David John DePaolo COST OF RECEIVABLES Failure to keep control of current accounts receivable can have disastrous effects on the cash flow of a bu...

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...

RENEWAL THANK YOU! Dear (Customer Name), We know we don't say it often enough, but we want to thank you for being a valued customer at (Your Agency Name). It's clients ...

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....