CUSTOMER SERVICE: THE WOW! FACTOR by Shep Hyken The Wow! factor boils down to one thing: Exceeding the expectations of the customer. It goes beyond great customer service. In ...

DOES EVERY CUSTOMER'S OPINION COUNT? NO! by Chris Burand A customer at a luxury car dealership complained to the salesperson, 'These additional features are unnecessary and certainly n...

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.

MAKE AGENCY MEETINGS PRODUCTIVE by Jack Fries Have you ever been in a meeting where you didnt know what they were talking about and each minute seemed like an hour? Many...

RESTAURANTS - RESTAURANT SUITS Dear (Customer Name): Do you enjoy scary stories? How about this one: A bartender serves a customer two drinks. The customer leaves in his or her car and is involved i...

STEWARDSHIP REPORTS AN ANTIDOTE TO MARKET INSANITY: PART II by Rob Ekern In the second of his two-part series, Rob Ekern tells you how to get maximum mileage out of the Ste...

THE SERVICE CEILING: WHAT CAUSES IT, HOW TO RECOGNIZE IT, HOW TO BREAK THROUGH IT by E. Al Diamond We have a small Middle-Eastern restaurant in our neighborhood that is family ope...