ANALYZING CUSTOMER PROBLEMS by Mary Beth Bolen The best customers are your existing customers. Some agree with that statement and some don't. There are some customers you'd probably rather b...

CUSTOMER SERVICE: THE AGENCY STAFF SURVEY by Preston Diamond Find out if your CSRs are willing and able to provide quality client service. If you can't service your curre...

HOW DO YOU ENSURE THAT TRAINING WORKS? by Monica Woldring Insurance agents today all spend time and money on training staff. The training may take place on the job or in seminars and courses. W...

THE GENESIS OF MARKETING by Jack Burke 'In the beginning . . .' there was an idea. Then came the plan. Unfortunately, when it comes to marketing, the action often comes b...

WORKING TOGETHER-WITHOUT STRESS by Grace Bauer This week, I received a call from an agency principal, who told me the difficulty he was having getting his employees to work together. We wer...