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LOVE THEM OR LOSE THEM: CUSTOMER RETENTION IN ACTION! by Lynn Thomas Here's the bottom line for retaining customers: You have just one choice -- Love your customers or lose them. Peri...
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This is not the time to be passive about company relationships. If you want to stay in business, you must develop and maintain strong company contacts. As you continue to court new markets, also devote time to enhance relations with your current carriers. Remember, decisive interaction with company personnel is a powerful tool in agency-company relations.
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MAKE A SMARTER DEAL: BASE AGENCY VALUE ON PROFITABILITY, NOT A MULTIPLE OF COMMISSIONS! by Roger E. Thomas What multiple does an agency sell for these days? 1.25 times commission? 1...
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Where's your business headed this year? This article by John Graham offers recommendations on setting your priorities.
If we listen to half the politicians, everything will be coming up profits this year. They tell us to stop worrying about the economy. We're heading towards a new sunrise, they say. The other politicians paint a darker and far less optimistic picture. Where does that leave us? What are we to believe in 2004?
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MAKING A SALE VS. HAVING A CUSTOMER excerpted from an article by Stephen Anderson While you as a CSR might not be directly responsible for selling new business, you are often asked to hel...
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MAKING CUSTOMER SURVEYS WORK by Al Diamond Customer Satisfaction Surveys have not yet become popular in the insurance agency business. Too many agency owners fear, rather than look forward to, ...
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Salespeople, like athletes, need planning, practice, and coaching to compete — and win!
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A few months ago, a client came to us with a last-minute project that required the services of...
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“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:
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Jack Fries looks into the differences between agencies that sell and retain a lot of business and those that don't. This applies to not only the sales people, but to the CSRs, who have the responsibility of account development.