10 STEPS TO OVERCOME COMPETITION by Jack Burke Remember the first time you experienced a Chinese box set? As each box opened to reveal a smaller box, you wondered with childlike curiosi...

AGENCY MANAGEMENT: GETTING TO THE NEXT LEVEL by Emily Huling Whether you're a standard lines company or a specialty market, a small-town agency or a big-city broker, you have one ...

CHANGE SERVICEPROCEDURES THROUGH PARADIGM THINKING by Mary Beth Bolen Paradigms are the rules, standards, and boundaries within which we live and work. With todays volatile e...

IS YOUR BUSINESS DELIVERING OUTSTANDING SERVICE? by Emily Huling Most agencies want it, but few are successful at achieving it: consistent delivery of outstanding customer service. Organi...

First, I'll give you the bases to cover and then I'll give you a sample conversation (script) to show you how you can touch on all the bases. Don't worry too much about the words I use. If you like a turn of phrase, then, by all means, use it while also making this approach genuine by using your own words.

SATISFYING THE CUSTOMER by JoAnna Brandi There is much change afoot in American business and much needed change. Nowhere is that more evident than in the quality movement. Even though consumers ...

WRITING AND CREATING YOUR AGENCY'S BUSINESS PLAN by Paige Proctor Use this proven, systematic approach to ...