BEYOND BEST PRACTICES: ARE YOU EXCEPTIONAL? by Tom Doran What are the five most crucial success factors to which you would attribute your success? This is the fundamental Best Pract...

This letter and questionnaire generated quite a response and helped one agency that sent it learn a lot about their image. The response rate to the letter was 13.23% --...

SELECTING THE RIGHT LIFE PRODUCER Dear Dave, As president and sole stock- holder of a $3 million P/C agency, I have decided to set up a Life/Benefits department, probably as a sep...

WORLD-CLASS CUSTOMER SERVICE by Diane Herbert and Pamela Millard What sets your agency apart? What do you do better than othe...