WALKING THE TALK: WHEN AN AGENCYS SERVICE STANDARDS FAIL by Al Diamond Every agent with whom we speak tells us that their primary product is service. The agency provides such a high leve...

Have you ever considered what just one customer is worth to your business over a five to ten year period or longer? Carl Sewell is one of the nation’s leading Cadillac dealers. In his book, Customers for Life, Sewell calculates the amount of revenue an auto dealer could realize from an average buyer if the dealership could keep the customer for life. Would you believe $332,000? And that’s just one customer! In this article, Vicki Lenz shares her top 10 reasons for creating customer loyalty.

Follow this six-step program to keep ahead of the pack.
The idea of 'value-added' is changing. The term has become so overused that it's now of little value to most customers. So-called value-added resellers stay in business by discounting, rather than adding anything significant to their products. In service businesses, value-added usually means a few bells and whistles rather than extraordinary service.

WHAT BUSINESS ARE YOU REALLY IN? By Chris Burand What business areyou in? Examine this question carefully in this document by Chris Burand. A paradigm shift in focus from sellin...

WHAT DO CLIENTS NEED? THAT DEPENDS ON THE CLIENT by Mary Beth Bolen Your job title is customer service representative (or customer service agent) -- but just what does that mean? What is the ex...

WHAT DO CUSTOMERS WANT? by Chris Burand Visitors to www.ebix.com , an insurance portal Web site, were asked what their top concern was in purchasing insurance. As many as 56% of respond...

Is selling the same as prospecting? Is selling the same as quoting?

No to both questions. In the insurance business, selling is comprised of two components, but neither of them involves prospecting or quoting.

Far from just another sales technique or gimmick, Productive Selling Attitude (PSA) is a fundamental approach to making sales.

PSA is emerging from a clear understanding of how customers think, as well as from the expectations of suppliers and vendors.

Only those who are brutally honest with themselves really make it in sales - this means admitting that it is getting more difficult to "make the sale."

The obstacles to success are everywhere. Automated telephone systems serve as an impenetrable wall. The fear of making a wrong decision creates endless delays and false starts.

Does the sterile anonymity of Internet-commerce and 1-800-BUY-THIS leave you a little cold? In this document, Emily Huling reminds us not to lose our human touch when conducting business in person. Her observations provide useful insights for anyone in your firm who interacts with clients.

WHAT'S SO BAD ABOUT LOSS-RATIO-BASED CONTINGENCIES? by Chris Burand This type of contingency contract makes sense for agents, companies and consumers. Since October 2004...