AUTO INSURANCE Dear (Customer Name), Isn't it worth a few moments of your time to learn whether you're paying more than you need to for Automobile insurance? (Your Agency Name) will answer that ...

BACKLOG! ARE YOU KEEPING UP? by Grace Bauer Does your office have a serious backlog problem? If you answered 'no' to this question, think again! Most of the offices I talk to every...

There may come a time when your agency's communications needs exceed the capabilities of in-house personnel. You want to concentrate on producing new business, developing products, and servicing clients. Who has the time and expertise to create newspaper or radio advertising-or perform the myriad public relations functions necessary to keep your agency in the public eye?

COMPASSION ON A COMPUTER by Jack Burke I frequently speak on the need to humanize our technology. Efficient processing cannot replace true customer care. All too often, we get caught up i...

CSR COMPENSATION MANUAL INTRODUCTION You've hired a new Customer Service Representative (CSR). He/she may not have technical insurance knowledge, but it doesn't...

CSR SELF-ANALYSIS AND CAREER GROWTH by Mary Beth Bolen How CSRs can help themselves and their agencies grow. In the past, most people spent their entire work lives in one or...

CUSTOMER SERVICE: THE WOW! FACTOR by Shep Hyken The Wow! factor boils down to one thing: Exceeding the expectations of the customer. It goes beyond great customer service. In ...

DATABASE MARKETING - HIGH-TECH SELLING by David Beaton Looking for ways to improve sales and profits? A technique that many brokers are finding very effective is ...

DEVELOPING A MARKETING PLAN (IN A DISTRESSED AGENCY) by Ken Buehler It is an uphill battle for a distressed agency to get back on track and sustain any level of growth if it f...

DIRECT CUSTOMER COMMUNICATIONS: WINNING STRATEGIES AND LOST OPPORTUNITIES by Richard Barry Ever feel like youre talking to a brick wall because no matter what you try, you just can...