Service seems to be a catch-all word for whatever seems to be lacking in our agencies. Most of us have identified service areas as most important...

LOVE THEM OR LOSE THEM: CUSTOMER RETENTION IN ACTION! by Lynn Thomas Here's the bottom line for retaining customers: You have just one choice -- Love your customers or lose them. Peri...

SALES SUCCESS THROUGH MOMENTS OF TRUTH by Lynn Thomas, JD Moments of truth. Is that just a catchy phrase? Or is it another marketing gimmick? Actually, moments of truth (MOT) represent a simp...