SUPERVISORS AND MANAGERS SPEAK OUT! by Grace Bauer 'I may have the title of Commercial Lines manager, but I don't have the responsibility!' I've heard this lament more than once ...

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...

SURVEYS: THE RUBIK'S CUBE CHALLENGE by Mike Manes This is the latest in a series of articles on organizational management and leaders...

The purpose of a suspense system is to call an item to your attention that requires that action be quickly taken. Your suspense system must be regarded as a priority procedure in your office. The system must be accurate, infallible, and easy to use.

SUSPENSE SYSTEM CONTROL by Mary Beth Bolen A well-run suspense system means better customer service, more cost-effective operation, and a stronger bottom line. When clients call with ...

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...

SYNCHRONIZE MARKETING WITH SALES! by Jack McMahan Marketings job is to pull customers toward your company by delivering compelling messages to the customer who the company wa...

SYSTEM UTILIZATION WHAT'S YOUR RETURN ONINVESTMENT? by Tripp Leach Are you getting your money's worth? Yes, you know you're getting value from your Agency Management System (AMS)...

TAKE CHARGE OF CARRIER PLANNING by John Jaques When looking at profit improvement, most agency owners analyze and plan for new production, client service, staffin...