24-7 SERVICE PAYS by Pegi Flahault A recent survey indicated that the vast majority of agents surveyed believed their customer base did not want 24/7 service, voice mail, e-mail or anyth...

BRAIN TISSUE AND SCAR TISSUE by Michael Manes A wise friend of mine often talks about brain tissue versus scar tissue. I agree with him that these are the two ways that we learn. Brain tis...

CONVALESCENT AND NURSING HOMES - 'YOU PROVIDE CARE - SO DO WE' Dear (Customer Name): YOU'RE IN THE BUSINESS OF PROVIDING CARE. SO ARE WE. Your residents are often physically weak...

CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...

HEY BOSS, DID YOU EVER CONSIDER BECOMING A COACH? by Frank Herberg Boss, manager, supervisor. We've all had great ones, and some less than great. Some, especially the newly elevated...

Nothing happens until somebody sells something. To make sales happen, IMMS.com Key Sales Consultant Randy Schwantz...

REACTIVE AND PROACTIVE CSRs by Mary Beth Bolen Some people believe things happen to them, while others believe things happen because of them. Sometimes, people fluctuate between the two extremes...

With summer approaching, the lull in autumn's new business results can't be far behind. September, October, and November are the weakest months for revenue and sales for a majority of agencies. Theories abound as to the reason, but probably it's because too many producers take the summer off from new account prospecting, or they spend their time continuing to round existing accounts. Sunshine, golf courses, and family take priority, and little new business is set up to be written in the fall.

THE DECISION AND THE QUESTIONS by Mike Manes IMMS Consultant Mike Manes strives to facilitate change, communication, learning, and positive results. To that end,...

UNDERSTANDING CLIENTS by Steve Anderson Have you ever wondered what makes people 'tick'? Why people do the things they do? And why you, yourself, act and react the way you do? You'...