GREAT PASSERS! IMPROVE TWO-WAY COMMUNICATION by Michael Manes You might be passing along great ideas - but are your listeners receiving them? Who are Joe Montana, Terry Bra...

HAVE WE LOST OUR WAY WITH CRM? by Patricia Czech Customer Relationship Management (CRM) is now such an established approach to marketing that it feels like sacrilege to criticize it. Ev...

GETTING IT STRAIGHT
Marketing may be second nature in large companies, but smaller firms tend to have a tough time implementing, managing, and monitoring an effective marketing strategy. The title of 'marketing director' is often conferred on the person designated to answer requests for sales literature, or the title is added as an afterthought to the role of the sales manager who thinks that marketing is just an alternative spelling of 'sales.'

HELLO, DOLLY: MOVING BEYOND OLD PARADIGMS by Michael Manes The announcement of the cloning of a sheep several years ago created quite a controversy. The possibility of cloning peopl...

HOMEOWNERS RENEWAL/COVERAGE INCREASE Dear (Customer Name), Here is the renewal of your homeowners policy. As you can see, your coverage is being provided by the (Your Agency Name) and contains the s...

HORSEBACK RIDING OR RIDING ON THE BACK OF A HORSE by Mike Manes Are you running your agency, or is it running you? This document by Mike Manes examines the elements that make the differ...

HOTELS AND MOTELS - CUSTOMER SATISFACTION Dear (Customer Name): CUSTOMER SATISFACTION IS THE NAME OF THE GAME. We would bet that's the motto of the hotel and motel business. You're a h...

Service seems to be a catch-all word for whatever seems to be lacking in our agencies. Most of us have identified service areas as most important...

PERSONAL PRESENTATION

One of the things that can irritate an already upset person is your personal presentation. If they feel that your grooming and dress are unprofessional or inappropriate, they're more likely to hassle you. Some areas of personal presentation, if not seen to, might have a negative influence on an upset person. Check to make sure that your:

Hair is clean, brushed or combed, and well kept.
Clothing is pressed, neat, clean, and in good repair.
Breath is fresh.
Hands and fingernails are clean, with no chipped polish.
Face is shaved, or mustache/beard is neatly trimmed.
Makeup is applied neatly, moderately, and appropriately.
Stockings are run-free.

HOW TO KEEP YOUR SALES FROM RUNNING OUT OF GAS by John Graham Most of us have figured out that its smart to have a least a few gallons of gas in the tank at all times. Its n...