CREATING A LEGENDARY AGENCY by Al Diamond A 'legendary' agency is one that loses customers only when the customer dies, moves, or sells the business. It has a regular, measurable flow o...

MEETING CUSTOMER EXPECTATIONS by Carol Hammes Loyalty used to be a mainstay of the independent agency system. Having a long-term relationship with an insurance carrier actually meant something...

SELLING CUSTOMER SERVICE by Carol Hammes When losing a major Commercial account or watching the Personal Lines attrition rate go up, many agency principals are tempted to write it off to price c...