AGENCY OWNERSHIP CHANGES CALL FOR EXTRA CUSTOMER TLC by Emily Huling During times of transition, customers have special needs. Emily Huling warns that without proper new customer handlin...

CUSTOMER SERVICE: BEWARE THE BUREAUCRATIC TRAP! by Jack Burke Self-imposed rules and regulations can often rule, rather than serve, our relationships with customers. In this document, ...

VALUING YOUR CUSTOMERS: PART II by Jack Burke The previous article discussed the purchase of a new television and my impatience when it came to waiting for delivery. I can now report that...