Many readers have been asking me for scripts that cover the first phone call to a new referral prospect. Obviously, this first call will vary greatly for a number of reasons: The nature of your business, the circumstances of the referral, and whether or not your client introduced you in some way — just to name a few.

CAN'T WE ALL JUST GET ALONG? by Al Diamond Conflict Resolution in Insurance Agencies You tell your clients and your carriers that your agency staff is not just professional and expert in the...

Independent Agency System carriers that rank high on the Gomez insurance Web site index probably congratulate themselves on their achievement - the result of hard work, creativity, and spending in the nine or ten-digit range. But what if these high-ranking carriers are scoring well in the wrong game?

Suppose Gomez and other Web ranking services have no idea what they’re talking about? What if they base their evaluation criteria on an implicit misunderstanding of the insurance business? What if "winning" means embracing a bankrupt business strategy?

CASH BONUSES AND EMPLOYEE MOTIVATION by Chris Burand Would you be surprised to learn that not everyone is motivated by money? When it comes to offering employees an inc...

CEMENT RELATIONSHIPS TO BUILD RETENTION Service today should center on building lasting relationships-with the customer and with the companies the agency represents. Two fundamental types of CSR con...

CENTRALIZING CUSTOMER SERVICE by Carol Hammes Time is a precious commodity for almost everyone. Ease and speed often take priority over minor price variations in purchasing anything from groce...

CERTIFICATES OF INSURANCE, BINDERS AND EVIDENCES OF INSURANCE: WHATS THE DIFFERENCE? by Chris Burand I visit many agencies and interview hundreds of customer service representative...

CHANGE SERVICEPROCEDURES THROUGH PARADIGM THINKING by Mary Beth Bolen Paradigms are the rules, standards, and boundaries within which we live and work. With todays volatile e...

CHECK FRAUD AND COUNTERFEITING by L. Burke Files As computer and duplicating technologies have advanced and become cheaper and more widely available, check fraud and counterfeiting have grown. T...

This checklist outlines the major factors an insurance agency and a producer should consider in negotiating an employment agreement. It should not be construed as a specimen contract or agreement but merely a guide for reaching a meeting of the minds over subjects important to both parties. If you are engaged in this kind of negotiation now, use this form to check off these considerations in the blocks provided, as they are agreed upon. Be sure to consult an attorney for assistance in drafting the legal language necessary to implement a formal contract.