IS THIS STILL YOUR FATHER'S AGENCY? by Pegi Flahault To paraphrase an automobile advertising slogan: Is this still your father's agency? Are you trying to run the agency the same way it was ru...

THE LU AND THE TORPEDO: A TALE OF TWO PRODUCERS by Chris Burand To paraphrase Robert Louis Stevenson, 'All men are salesmen, selling themselves, its just that not all men kn...

TO CAPITALIZE OR NOT TO CAPITALIZE, THAT IS THE QUESTION by Irving Blackman Many business owners have questions concerning repair vs. capitalization problems. If Hamlet had owned a business, he ...

USING THE PHONE by Mary Beth Bolen When your phone rings, you may or may not know who is at the other end of the line; you'll only know for sure if you have a receptionist skilled in the art of...

No matter how hard you try, customers will find fault with you or your staff. How you handle those complaints will determine your account retention and customer satisfaction rate. Here are three key guidelines to help the cause.