Do customers really want more personal service? The answer may seem obvious, but is it? It's true that there are plenty of complaints-many of them justified-about shopping in stores where sales and service personnel are in short supply and the workers lack training, courtesy, and a desire to be helpful. But is all this a plea for bringing back old-fashioned personal service? It may seem so, but what's actually happening is quite different and far more significant.

PHONE COURTESY REVISITED by Preston Diamond Good service over the phone means putting common courtesy into common practic...

Successfully obtaining telephone appointments or expiration dates requires a new response to the worn out responses of yesterday.
Most people resent telephone interruptions and are prepared to do serious battle.

Have you ever heard the line, "talk is cheap"? Many insurance carriers, agencies, wholesalers, and vendors are finding ways to cut costs. In this document, Jeff Neilson helps you determine whether your organization is paying too much for telecom services.

An organized service contact program can build client relationships, ensure accurate protection for clients, and facilitate...

During recent months, I've been asked to do a number of workshops on team building. These principles cover the basics.

IGNORANCE IS BLISS. This may be true in some cases, but when it comes to your insurance program, ignorance can be dangerous.

POSITIONING IS AN E&O ISSUE by Phyllis Van Wyhe The way you position yourself with your clients impacts your E&O exposure. Fast Phil sells cheap, hassle-free insurance. He says, ...

PR: A NEW TWIST IN DIRECT MAIL by Jack Burke Government and business have become unusual bedfellows in a unique and exciting direct-mail marketing concept. A joint project involving the aut...

IMMS Consultant Mike Manes strives to facilitate change, communication, learning, and positive results. To that end, Manes has written this powerful, substantial document. The IMMS Management Center will post it in three installments. Used singly or in combination, these documents will help you build your skills and achieve your goals.