RECENT CASES CLARIFY EMPLOYER LIABILITIES by David DePaolo Several recent cases issued from the appellate courts and the California Supreme Court are of interest to employers providing their W...

Everyone’s a winner, bargains galore! What’s the first thing you think of when you hear phrases such as these? Probably nothing very positive. But this document by Bill Cates describes just such a situation.

RESOLVING CUSTOMER PROBLEMS by Al Diamond When I became a quality consultant, I took on a responsibility to advise management whenever I either receive excellent service or substandard service....

RISK MANAGEMENT: KEEP SAFETY IN THE FOREFRONT Once your employees have gone through safety training, make sure that they use what theyve learned to make their jobs safer. When every work...

The following section is a varied and important one to a profitable independent agency. In it, you will learn the basis of the Sales Center concept and how Sales Centers have brought increased profitability, retention, and total-account sales into many agencies.

Many agencies establish a Sales Center with their existing personnel, or hire an additional administrative or customer service person to take over additional duties. Others find that the increased efficiency of a Sales Center allows them to expand their marketing efforts, and they hire an in-house or outside telemarketing staff to keep leads coming in to producers.

SAVE TIME-ORGANIZE YOUR DAY! by Grace Bauer Another day goes by. You woke up in the morning fresh, ready to start another day. By the end of the day, you wonder where the time went. What ha...

SECURE A COMPANY APPOINTMENT, PART I: ANALYZE THE NEED by Jack Fries This two-part article focuses on how to get the companies and markets your agency needs. Securing a com...

Few steps of forming a business relationship have more importance than qualifying the prospect's interest and commitment. It's a high-payoff and high-value use of your time, and leads to a constructive outcome for both parties in the relationship.

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...

SPECIALIST Dear (Customer Name), Would you expect to: Buy a Mercedes Benz from your local Chevy dealer? Eat a gourmet dinner at Wendy's or McDonald's? Shop for...