AGENCY-COMPANY RELATIONS: STAND BY ME by Brenda French What do your companies want and how can you give it to them? In working with your companies, the first quest...

COACHING WINNERS by Brenda French 'Remember, the purpose of effective coaching is to catch your employees doing something right!' Two of the most-common reasons for small-busines...

MEASURING CUSTOMER SATISFACTION by Brenda French We have found that companies must effectively manage the process of customer satisfaction to gain and retain profitable customers. However...

RETAINING LIFETIME CUSTOMERS by Brenda French At renewal time, customers have one question that they expect their broker to answer: 'What have you done for me lately?' If that question is...

SERVICE: FUMBLING THE BALL by Brenda French Part one of this series by Brenda French takes a look at how poor service is costing the industry. The next two articles will discuss th...