CULTIVATING THE AGENCY TEAM by Carol Hammes Use these ingredients to build and maintain an effective operation. Whether your agency's business plan includes growth from internal pr...

CUSTOMER SERVICE: WHOM SHOULD YOU lsquo;WOW? by Steve Anderson Ive been reading quite a bit lately about how to create a customer experience that will WOW clients and k...

Nancy Newbee is the newest trainee for LOCO (Large Old Co.), Inc. She was hired because she's bright, articulate, well-educated, and motivated. She's in her second week of training.

DEFINE SERVICE TO YOUR CUSTOMERS SERVICE ABOVE AND BEYOND Most agents, when asked by the consumer why he or she should do business with them, will say, 'Because we give great service.' But w...

DESIGN YOUR OWN FUTURE by Diane Herbert and Pamela Millard If youre failing to plan, youre planning to fail. What if we told you that companies with written busines...

DISASTER PREPARATION CLASSES TARGET SMALL BUSINESSES If disaster struck your workplace, how well would you, and your employees cope until first responders arrive - which could take ho...

DO YOU WANT TO SUCCEED? by Robert Reagan Start planning now for your agencys future success. The concept of long-range strategic planning has become all but obsolete. Twenty-five...

DO's AND DONT's FOR DEALING WITH THE PRESS DOs 1. Appoint one person in your organization to be the media contact to answer media inquiries. All such calls should be referred to that p...

Professional Agency Reviews invariably reveal backlog in most of the profit centers (Personal Lines, Commercial Lines, etc.). There’s no way to do regular account reviews for Personal Lines and small Commercial Lines, because the CSR 'doesn’t have time.' In this document, Jack Fries tells you how to motivate people to eliminate backlog and provide customers with the service that they deserve.

EXCELLENCE: TURN UP THE HEAT! by Don Phin How to transform your agency from good to great. Greatness an...