Do customers really want more personal service? The answer may seem obvious, but is it? It's true that there are plenty of complaints-many of them justified-about shopping in stores where sales and service personnel are in short supply and the workers lack training, courtesy, and a desire to be helpful. But is all this a plea for bringing back old-fashioned personal service? It may seem so, but what's actually happening is quite different and far more significant.

PHONE COURTESY REVISITED by Preston Diamond Good service over the phone means putting common courtesy into common practic...

Situation: I am a P/C agency principal and I have been pursuing Life and group business for the past few years. The results have been good so far, but I'm getting nervous about liability exposure. First I read about Kentucky agents who are being held liable for unpaid claims written in an insolvent multiple employer welfare arrangement (MEWA).

Check out this creative approach to the merger process.

Planning is like making a jigsaw puzzle. You have to look carefully at the picture you want to create, spread out and sort the pieces, make the border, and finally fill in the blanks.

PLANNING YOUR FUTURE: HOW TO CHOOSE A CONSULTANT by Emily Huling What are your specific challenges? Mergers? Acquisitions? Finding qualified personnel? Marketing strategies? Automatio...

POOR COMPANY SERVICE: THE ANTIDOTE by Chris Burand Get your companies to listen to you for your mutual benefit. Recent research has revealed that all company employees ...

It seems as if we all need a good, old-fashioned whack on the head to get our attention. This is a moment when businesses need to connect with the business end of a two-by-four.
Change is in the wind. If there's one lesson the last decade or so has taught us, it's that there's a new economy, and it's global, integrated, and interdependent.

IMMS Consultant Mike Manes strives to facilitate change, communication, learning, and positive results. To that end, Manes has written this powerful, substantial document. The IMMS Management Center will post it in three installments. Used singly or in combination, these documents will help you build your skills and achieve your goals.

PREPARATION IS KEY TO MAXIMIZING THE VALUE OF YOUR AGENCY by Sharon Cunningham Use these guidelines to increase your agencys value and get the best price w...

PRODUCER COMPENSATION: A PRIMER by Al Diamond One of the most common questions that we get each week is 'How much should we pay producers?' The range that weve encountere...