CUSTOMER SERVICE, MICKEY MOUSE STYLE by Karen Flaherty Ask most agency owners what distinguishes their firm from the competition and the answer is almost always, 'We give the best service.' Ye...

NOW THAT I'VE GOT THEM, HOW DO I KEEP THEM? by Don Phin Employee retention is an issue that affects every company. A host of factors have played a role in retention in recent years: hist...

Instead of hiring telemarketers to work within your agency just for you, you could choose to pay an outside vendor to provide telemarketing services. These...