IS THIS STILL YOUR FATHER'S AGENCY? by Pegi Flahault To paraphrase an automobile advertising slogan: Is this still your father's agency? Are you trying to run the agency the same way it was ru...

IS YOUR BUSINESS DELIVERING OUTSTANDING SERVICE? by Emily Huling Most agencies want it, but few are successful at achieving it: consistent delivery of outstanding customer service. Organi...

IT'S ALL ABOUT THE BRAND: USING PUBLIC RELATIONS TO BRAND by Michael Maynard How do you brand your business? A catchy name and logo certainly help, and if you have an advertising budget t...

“Moments of truth” occurs whenever CSRs and producers talk to a customer on the phone or in person. It’s important that each member of the agency be prepared for this contact. The impression left with the client or prospect will determine their future relationship with your agency. Because the ultimate goal of any business is to obtain and retain customers, it’s essential for you to create the proper image at the moment of truth. Some of the key factors in managing the moment of truth are:

SMART PROMOTIONAL STRATEGIES TO SUPPORT YOUR BUSINESS by Richard Barry Your firm's promotional materials and e-commerce activities serve multiple purposes. They provide y...

TAKE CHARGE OF CARRIER PLANNING by John Jaques When looking at profit improvement, most agency owners analyze and plan for new production, client service, staffin...

In this document, Jack Fries excerpts questions from the Sales Success Profile, a sales skill test developed by Lousig-Nont and Associates (Las Vegas). The Sales Success Profile is the only sales test on the market based on assessing actual selling skills, not personality.

No matter how hard you try, customers will find fault with you or your staff. How you handle those complaints will determine your account retention and customer satisfaction rate. Here are three key guidelines to help the cause.