Those who own a business hold their peers in high regard. You might dislike someone personally, but give them a thumbs-up when it comes to running a company. Those who survived the recession deserve a special commendation. Only the native outsider thinks otherwise.

CUSTOMER SERVICE: THE FIRST IMPRESSION by Skip Hyken It takes eight to 12 good experiences to make up for a single bad impression. To renew the confidence in a customer, yo...

'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.

Why all the concern with first impressions? Why do we believe that the first contact makes such a difference? 'No one gets a second chance at making a first impression' — true, or just popular business lore? John Graham looks for the answers in this document.

SELECTING THE RIGHT LIFE PRODUCER Dear Dave, As president and sole stock- holder of a $3 million P/C agency, I have decided to set up a Life/Benefits department, probably as a sep...