ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...

CONFIRMATION OF EMPLOYEE CENSUS Dear (Customer Name): Thank you for taking the time to meet with me on ( ). I enjoyed talking with you and I believe I can come up with a Group insurance program that...

We've all read about excellence, heard about excellence, talked about excellence, and quite frankly may be sick to death of excellence because the parameters...

REPEAT BUSINESS STRATEGY: EXCELLENT SERVICE by Troy Campbell Many service organizations have tried to capitalize on repeat-business strategies. These strategies appear in the forms of Freq...

SHARK-PROOF YOUR ACCOUNTS! by David Connolly Use this strategy to insulate newly written accounts against the comeback attack of the incumbent agent. Youve sold y...

Are you a trained or an untrained listener? Do you know the difference? This quiz by Lynn Thomas, based on her one-day workshop "Communication: The Essential Ingredient to Success," will help you to refine your listening skills.