CUSTOMER/PROSPECT CORRESPONDENCE: CHOOSE RIGHT WORDS TO CONVEY RIGHT MEANING Poor word choice in customer correspondence can alienate prospects and customers. Additionally, jargon can be misint...

'We were all raised by mothers who told us we had one chance to make a first impression,' Sen. Christopher Dodd of Connecticut once said. He added, 'And a first impression can last you awhile.' It’s all about first impressions making them and responding to them.

IS YOUR AGENCY SENDING THE RIGHT SIGNALS? by Emily Huling When was the last time you viewed your agency, either by phone or in person, as if you had never done business before? If you're...

THE ELECTRONIC LOBBY by Jack Burke How the telephone can convey a positive first impression of your business. Salespeople who call upon businesses have a saying: The owner is the one outsi...

TO BOOST PROFITS, CUT AGENCY EXPENSES: PART III by Jack Fries and Gary Holgate This final installment in a three-part article provides guidelines for using expense controls to improve you...