QUALITY CUSTOMER SERVICE DO WE WALK THE TALK OR JUST TALK? by Al Diamond At least once a month we encounter an agent with the unique problem of losing more customers than theyre ...

SIMPLE WAYS TO DIFFERENTIATE YOUR AGENCY by E. Al Diamond Every year, I see agencies struggling with the problem of how to differentiate themselves from their competition. This is an especi...

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...