DEFEATING CUSTOMER LOYALTY by Jack Burke Its not the big things that will cost you customers. Quite frequently, its the small things that drive people into the arms of you...

SELL YOURSELF AND YOUR AGENCY Karen Flaherty, president, Professional Training Systems, Inc., conducted a telephone survey of 50 independent insurance agencies to evaluate how well agencies responded...

Does the sterile anonymity of Internet-commerce and 1-800-BUY-THIS leave you a little cold? In this document, Emily Huling reminds us not to lose our human touch when conducting business in person. Her observations provide useful insights for anyone in your firm who interacts with clients.

WORKPLACE VIOLENCE by Charles Bader Workplace violence includes riots, protests, insurrections, and assaults that arise from outside the organization. Internal violence ranges from pushing and...

WORKPLACE VIOLENCE, PART 1 by Charles Bader Workplace violence includes riots, protests, insurrections, and assaults that arise from outside the organization. Internal violence rang...

WORKPLACE VIOLENCE, PART 2 by Bill Grieb Violence in society and the workplace seems to be increasing exponentially.Homicide is the third leading cause of death from occupational in...