Customer Service

SERVICE SELLS! by Pegi Flahault Selling is as much about the approach as anything else including your approach to your employees. This document by Pegi Flahault can help you increase...

SERVICE TIPS Rusty Claton of Whillis-Harding Insurance in Kewlona, BC, has a poster in her office that reads: 'You don't have to be a millionaire to be sued like one.' It is effective ...

SERVICE: FUMBLING THE BALL by Brenda French Part one of this series by Brenda French takes a look at how poor service is costing the industry. The next two articles will discuss th...

Dear (Customer Name): BECAUSE YOU'RE AN IMPORTANT MEMBER OF OUR AGENCY FAMILY . . .I'd like to take a few minutes to discuss your ( ) policy...

SEVEN WAYS EMPLOYEES CAN STEAL YOU BLIND by Don Phin I love the notion of trusting relationships. Ive also come to learn that you cant trust blindly. Thats a game ...

We all know that doing business today is differs dramatically from even a few years ago. In spite of what might seem so obvious, many of us keep clinging to a familiar past with nothing less than stubborn tenacity. Although it’s easy to spot others who have fallen behind, it takes almost desperate determination to drown out the noxious notion that we might be out of sync.

SHARK-PROOF YOUR ACCOUNTS! by David Connolly Use this strategy to insulate newly written accounts against the comeback attack of the incumbent agent. Youve sold y...

SHOULD CSRs SELL? by Joanna Brandi Although most customer service reps don't like to sell, they love to help and to be useful. If you ask them if they would feel good if...

SIMPLE WAYS TO DIFFERENTIATE YOUR AGENCY by E. Al Diamond Every year, I see agencies struggling with the problem of how to differentiate themselves from their competition. This is an especi...

“Outrageous” might seem like an indefensible stretch or, more likely, a deliberate attempt to attract attention. While it may be both, it’s also accurate because it expresses views that fly in the face of the traditional marketing and sales “truths” that are passed on to those who obey them, mostly without question.