ADDING VALUE TO A FAMILY BUSINESS by Pegi Flahault A long time ago, agencies thrived by simply writing enough policies, attending enough meetings, making enough contacts, and re...

CHANGE SERVICEPROCEDURES THROUGH PARADIGM THINKING by Mary Beth Bolen Paradigms are the rules, standards, and boundaries within which we live and work. With todays volatile e...

CREATIVE CUSTOMER SERVICE HOURS by Mary Beth Bolen Agencies have traditionally operated as other offices do. The Monday-through-Friday, 9-to-5 workday, designed for administrative operations, ...

It's easy to lose sight of the fact that agencies are in the service business. But consider that all agents sell the same product-insurance. Why do some agencies blossom while others wilt? Service and marketing are keys. Too often, getting new customers (through marketing) is emphasized at the expense of keeping customers (through service). You have to do a first-rate job at both to have first-rate growth and to control expenses