ACHIEVING SUCCESS BY DEFINING SERVICE Sometimes defining a problem goes halfway toward solving it. When warring factions spend months to determine the shape of the table for peace talks, for in...

MARKETING MISTAKE: NOT UPSELLING, CROSS-SELLING, OR BACK-ENDING YOUR PRESENT CUSTOMERS by Stephen Anderson As every agency owner knows, identifying prospects an...

MORTGAGE REDEMPTION Dear (Customer Name): We have been reviewing your records to be sure that you are adequately protected in all areas. We see that you have a mortgage on your home that will run ( ...

If you offer a policy review, your agency must be prepared to handle responses. The first 10 seconds of a phone call may be crucial in forming the caller's impression of your professionalism. Depending on the agency's system for routing incoming calls, we advise that Life calls be handled by Life staff. In emergency situations, enough information should be obtained on the first call to enable the Life producer to reach the caller again, even if communications are difficult; don't lose the caller!