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STEWARDSHIP REPORTS AN ANTIDOTE TO MARKET INSANITY: PART I by Rob Ekern First in a two-part series, this document by Rob Ekern explains what a Stewardship report is and...
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STEWARDSHIP REPORTS AN ANTIDOTE TO MARKET INSANITY: PART II by Rob Ekern In the second of his two-part series, Rob Ekern tells you how to get maximum mileage out of the Ste...
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STRATCH THEIR I.T.C.H. - WATCH PEOPLE BEAT A PATH TO YOUR DOOR! by Mitch Axelrod What business are you in? Today, you, I, and everyone else is in the I.T.C.H. business! ...
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SUPER SERVICE: A PROCESS, NOT A PROJECT by George Nordhaus We often see 'service' as a magic word-the 'open sesame' that will somehow ensure customer retention and build bottom-line profits....
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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
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SURVEYS: THE RUBIK'S CUBE CHALLENGE by Mike Manes This is the latest in a series of articles on organizational management and leaders...
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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 ...
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SWEAT THE SMALL STUFF: SUCCEEDING BY SERVING THE CUSTOMER by Jack Burke The top-selling book Don't Sweat The Small Stuff gave me pause to think. Many businesses today aren't sweating the...
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TELEPHONE TECHNIQUES by Mary Beth Bolen A business telephone is like a window: The telephone allows a person to 'see' into your company without ever walking through its doors. Moreover, you ha...
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TELEPHONE TIPS FOR THE FAINT OF HEART by Mitchell Axelrod The telephone is one of the most powerful business tools ever created. But too many people underuse it. Are you making...