CUSTOMER SERVICE AS PROFIT CENTER by G. Edward Kalbaugh In a service business, customer relationships fuel the engine of sales. This tenet is especially important for insurance agents, whose...

Follow this six-step program to keep ahead of the pack.
The idea of 'value-added' is changing. The term has become so overused that it's now of little value to most customers. So-called value-added resellers stay in business by discounting, rather than adding anything significant to their products. In service businesses, value-added usually means a few bells and whistles rather than extraordinary service.