CALCULATING AGENCY VALUE by Roy Phillips When buying or selling an agency, be sure the price is right: base the value on projected pre-tax profit and an expert's opinion. ...

CUSTOMER SERVICE TESTS by Bill Wilson Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction lead...

MAXIMIZING OWNERSHIP RETURN by Carol Hammes During the past several years, a relatively conservative investor could have achieved an annual investment return of 25% or more in the stock market t...

THE ORIGINS OF DIMINISHED AGENCY VALUE by Roy Phillips and Dan King What factors contribute to the reduction of an agency's value? In our experience of evaluating hundreds ...