WHAT TO DO WHEN AN OWNER RETIRES by Al Diamond Retirement should never be a spur-of-the-moment decision, even if the temptation is frequent when carriers, customers, or em...

WHY CAN'T WE GET ORGANIZED AROUND HERE?! by Al Diamond I wouldn't want to count how often we have heard that sad lament from insurance agency principals. The place looks a mess, and the sta...

WHY GOOD CSRS LEAVE AND HOW TO RETAIN THEM by Jack Fries Offer this career path to keep quality CSRs from moving on. When I ask agency owners and managers to name t...

PERSONAL INSURANCE ENDORSEMENT PROCEDURE The ultimate goal for an automated agency would be to have endorsements processed as follows: customer calls with a change the CS...

COMMERCIAL INSURANCE ENDORSEMENT PROCEDURE The ultimate goal for an automated agency would be to have endorsements processed as follows: customer calls with a change the ...

WORKPLACE MANAGEMENT: BUILD CONSISTENCY by Pamela Millard When things go wrong, a typical first reaction is to think that the employee made a mistake or failed to follow procedures. Often...

Whether you’re dealing with producers or athletes, helping players develop will win the game.
In this cynical age, it’s hard not to be suspicious of the establishment. When something goes wrong, it’s easy to blame the government, your parents, or society — but a bit harder to find the flaws in yourself.

YOUR AGENCY IN 2020 by Al Diamond Youll face a variety of challenges in planning for today - and the next decade. THE PAST ...