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RELATIONSHIP BRANDING: FULFILL THE PROMISE OF YOUR BRAND by Patricia Berry Although the basic idea of your brand mi...
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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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RESERVATION-OF-RIGHTS LETTERS: A RISK MANAGER'S GUIDE Reservation-of-rights letters often leave risk managers scratching their heads in shock and anger. What does the insurer mean? How should ...
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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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RESPONSIBILITIES AND REWARDS OF AGENCY OWNERSHIP by Carol Hammes Not everyone is cut out to be an agency owner. Some of the best producers and service reps either do not want to tak...
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In most agencies today, the total commission of a Personal Lines account will equal or exceed the commission of a Non-exception Commercial account. In this document, Jack Fries asks why you’d pay a CSR more money to handle a lower commission account.
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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...