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Everyone’s a winner, bargains galore! What’s the first thing you think of when you hear phrases such as these? Probably nothing very positive. But this document by Bill Cates describes just such a situation.
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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...
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RELIEVE THE LIFE OF A CSR by Grace Bauer 'If it aint broke, dont fix it.' Grace Bauer would probably tell you that this is the wrong approach to take with your staff. In this docum...
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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...
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REQUESTS FOR PROPOSAL: UPGRADING AGENCY AUTOMATION by Virginia Bates Get the right fit between your agencys needs and the technology you use. The analogy b...
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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....
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RETAINING LIFETIME CUSTOMERS by Brenda French At renewal time, customers have one question that they expect their broker to answer: 'What have you done for me lately?' If that question is...
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RETENTION AND RENEWALS: TWO NEW STEPS FOR PRODUCERS AND CSRs by Preston Diamond The higher your agencys referral and renewal rate, the stronger your bottom line. In this docume...
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RETHINKING APPROACHES TO CUSTOMER SERVICE by Jack Fries You can distinguish your customer service from other 'ME TOO' agencies by dividing the paper processing and service functions. Whet...
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RISK ABATEMENT IN A HARDENING MARKET: YOUR CLIENT AND YOUR FIRM CAN WIN WITHOUT LOSING by John Beringer No longer can you as the agent simply sit back and await the outcome of a client...