ADOPT MEASURABLE OBSERVABLE SERVICE STANDARDS by Troy Campbell Measurable Standards Developed By The Team To compete in the service sector, realize that price-cutting will co...

CUSTOMER SERVICE TESTS by Bill Wilson Customer service is critical to agency profitability and growth. Outstanding customer service leads to customer satisfaction. Customer satisfaction lead...

MARKET RESEARCH 101 -- DEFINING YOUR BUSINESS by Stephen Flowers Plenty of noise blurts about the value of service to an independent agency. Industry pundits keep repeating that su...

SATISFYING THE CUSTOMER by JoAnna Brandi There is much change afoot in American business and much needed change. Nowhere is that more evident than in the quality movement. Even though consumers ...

WALKING THE TALK: WHEN AN AGENCYS SERVICE STANDARDS FAIL by Al Diamond Every agent with whom we speak tells us that their primary product is service. The agency provides such a high leve...