DON'T FAIL TO ADDRESS CUSTOMERS' WANTS AND NEEDS Your customers and prospects do not care about you and what you want or need. Does that sound harsh? It may, but it's also true! Your ...

MAKING CUSTOMER SURVEYS WORK by Al Diamond Customer Satisfaction Surveys have not yet become popular in the insurance agency business. Too many agency owners fear, rather than look forward to, ...

THE SERVICE CEILING: WHAT CAUSES IT, HOW TO RECOGNIZE IT, HOW TO BREAK THROUGH IT by E. Al Diamond We have a small Middle-Eastern restaurant in our neighborhood that is family ope...