In 1976, 12 insurance executives spent a day trying to pinpoint the reasons for their success. Their large insurance agency had doubled in size over the last three years. The company's employees had worked hard to achieve a high rate of referrals and were aggressive in their roles as producers. But what factors led to their astonishing success? How did they attract a client? And most of all, what made each client buy and renew year after year?

WALKING THE TALK: WHEN AN AGENCYS SERVICE STANDARDS FAIL by Al Diamond Every agent with whom we speak tells us that their primary product is service. The agency provides such a high leve...